How can Playbooks help in Defining Perfect Onboarding?

The process of perfect onboarding, where the customers are happy, is tough. A ‘Playbook’ can come to your rescue to tackle the difficulties in the process, a customer onboarding process is not easy. However, it is easy to make a great customer experience.

Who is this blog post for?

A B2B SaaS firm, and you have an onboarding process at your disposal.

• The steps to onboard your customer may vary depending on the complexity of your process, but the underlying principle remains the same
• To onboard your customers perfectly

Sample Playbook

Playbooks follow best practices that need to be considered while designing the respective processes

What is a Customer Playbook?

A series of time-bound activities

• It is a detailed checklist or blueprint of steps prescribed by the Head of Customer Success (CS) which should be followed during the customer journey
• Onboarding playbook is the detailed sketch of the onboarding process and the time required to complete the same

How do you build a Customer Success Playbook?

Understand your existing onboarding process & divide it into various steps

• Tasks
• Product Adoption Milestones
• Outcome
• Process
• Touchpoints
• Communication
• Learning System
• Products capability
• Onboarding process

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