Customer On-boarding

Customer On-boarding

A new customer from sign-up to the first weeks: welcome, set-up, product tour, and follow-up, across three teams.

Use the process template as it is or adjust and extend it to your needs.

The process starts when a customer signs up. Customer success sends the welcome e-mail. Then two tasks run at the same time: the CRM record is created, and customer service receives the details of the new customer.

Product management delivers the product or service and gives a tour. Customer success follows up, checks the result at a quality gate, and hands over to post sales. A timer on the quality gate starts the collection of feedback in parallel.

The diagram also shows the customer as a second pool with the messages that are exchanged. These message flows document the communication. Flower runs the process in the lower pool.

Adapt it: replace the steps with your own onboarding checklist and name a responsible team for every lane.

Learn More

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