The Foundations Of Customer Onboarding

January 1st, 2018

Amy Bills VP, Principal Analyst

Lisa Nakano

With contributor:

Drew Zalucky

Summary

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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