Mixpanel’s Guide to Customer Onboarding

‍About this Blueprint

‍Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.

Congratulations! A customer has purchased your product. Now, it’s time to make sure they have a smooth onboarding experience and a great first interaction with your team. Mixpanel’s New Customer Onboarding Blueprint showcases how Customer Success teams can streamline implementation and create positive first impressions for all new accounts.

With Vitally Project Templates, teams can quickly standardize Tasks that need to get done before, during, and after a new customer onboarding. Teams can keep track of what’s going on with their accounts, how long the process is taking, and the progress of all their Projects.

Peishan Tan, the Sr. Manager, Customer Success and Professional Services APAC at Mixpanel, and her team use this Onboarding Blueprint to ensure customers receive a consistent experience and no steps are missed.

Preview of Blueprint

When to use an Onboarding Blueprint

This Project Template is ideal for Customer Success teams who operate with a Hybrid or High Touch Customer Success model, where accounts have a dedicated Implementation, Onboarding, or Customer Success Manager as their point of contact.

In this Blueprint, we’ve included various Milestones and Tasks to help you seamlessly move accounts from one stage to the next. The Milestones include internal activities such as handoff from Sales to CS and planning, along with training sessions and post-onboarding check-ins. This Onboarding Blueprint offers an excellent starting point for teams who may not already have a process in place.

‍KPIs Impacted‍

• Net Promoter Score (NPS)
• Customer Satisfaction (CSAT) Score
• Product Adoption Rate
• Net Revenue Retention (NRR) Rate

What data points or information will you need to complete or add?

The way that you onboard new customers will vary, so you’ll want to take a look at the Tasks and edit as needed. You may also want to modify the Milestones to fit your specific processes and key roles. For example, you might have separate teams for onboarding and training, so you can adjust the key roles accordingly.

‍How can you customize this for other use cases?

This Onboarding Blueprint uses Vitally Tasks, Key Roles, and Conversations (emails). All of these elements are customizable and can be edited to fit your particular use case and industry.

In addition to Projects, Vitally users can create automated workflows to save time and Docs for customer collaboration. For example, you could create an Implementation Guide with resources your customer can refer back to. You could also create a welcome campaign for new users if you have accounts who are more Tech Touch focused.

About Mixpanel

Mixpanel is a leading product analytics software company, currently helping the world answer 81 million product questions every year. Their pioneering event-based tracking solution gives product teams the ability to gain insights into how to best acquire, convert, and retain their users across web and mobile platforms.

Mixpanel enables teams to learn from their user data and innovate rapidly in creating winning products. Today, they serve nearly 7,000+ paying customers through seven offices globally in their quest to provide the most in-depth product analytics that everyone can use and trust.