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
