Customer Onboarding Program Design

Design a comprehensive customer onboarding program for [Product] with [typical implementation complexity]. Include: 1) Onboarding phases — kickoff → setup → training → activation → adoption → handoff to ongoing CSM. Define duration, deliverables, and success criteria for each phase. 2) Kickoff meeting — agenda template, stakeholder mapping exercise, success criteria definition, project plan co-creation, risk identification. 3) Implementation project plan — standard template with milestones, task assignments (vendor vs customer), dependency mapping, critical path identification. 4) Training program — role-based training curriculum (admin, power user, end user), self-serve resources, live training session outlines, knowledge assessment. 5) Activation milestones — define 'First Value' moment, track leading indicators of adoption, intervention triggers when milestones are missed. 6) Scaled onboarding — self-serve onboarding for SMB, guided onboarding for mid-market, white-glove for enterprise. Design each track. 7) Communication cadence — weekly status update template, stakeholder reporting, escalation process for blockers. 8) Handoff to CSM — handoff checklist, knowledge transfer document, ongoing success plan template, relationship warm transfer process. 9) Metrics — time-to-value by segment, onboarding NPS, go-live on-time rate, feature adoption at handoff, implementation effort ratio.