Onboarding
The structured process of fully setting up a new customer, providing training, supporting integration and usage and guiding them to achieve early value. Onboarding should only be considered complete when the customer has attained confidence in adopting and using the product/service.
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THE TRUTH: Onboarding projects should be tied to the customer's timeline, and not the vendor's calendar. It must guide till at least the first achievement in comfortably using the product/service. If done right, it becomes a key predictor of renewal and/or expansion.