Best Practice Report

The Foundations Of Customer Onboarding

January 1st, 2018
Lisa Nakano, null
Lisa Nakano
With contributor:
Drew Zalucky


Customer onboarding is the first step in creating a successful relationship with a new customer. Although multiple functions deliver onboarding components to customers, a single owner must take responsibility for coordinating and optimizing onboarding. Onboarding activities and resources must be adapted to each role in the customer organization, including executives, managers, and users. In this report, we review the foundations of the customer onboarding process, including customer roles that should be onboarded, essential components, what customer roles to consider, and how to assess the current state of onboarding.

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