About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
The onboarding phase is typically what sets the stage for your customer’s first impression of your company. Customers can either have a lengthy, dreadful onboarding experience or a delightful and interactive one.
Followup CRM’s Onboarding Checklist Blueprint is a fantastic example of how Customer Success teams can ensure new clients have a smooth onboarding experience and a great first impression of your team.
With Vitally Doc Templates, teams can outline their onboarding process, share important information such as files, links, and customer data points, and even assign Tasks directly to customers to complete.
Christine Francois, the Senior Customer Success Manager at Followup CRM, uses this Onboarding Checklist Blueprint to ensure her book of business stays on track and customers are set up for success even after implementation.
Preview of Blueprint
When to use an Onboarding Checklist Blueprint
This Onboarding Checklist Blueprint is ideal for Customer Success teams who operate with a Hybrid or High Touch Customer Success model, where accounts have a 1:1 relationship with a dedicated point of contact (e.g., Customer Success Manager, Onboarding Manager, etc.).
As part of this Blueprint, customers are informed of everything that will take place during kickoff, training, and post-training. To improve product adoption, you can also assign homework to your customers (as shown in the ‘Team Homework’ section of the Doc). This Onboarding Checklist offers a great starting point or source of inspiration 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?
Every organization has a different process when it comes to onboarding new accounts. You can take elements from this Blueprint, and then edit the Doc sections and content to fit your own needs and product. For example, you might have pre-recorded training videos you can insert in, or you might want to showcase different customer metrics under the ‘Analytics for Champion Review’ section. You could also create different Onboarding Checklists for different types of customers depending on your segmentation strategy.
How can you customize this for other use cases?
This Onboarding Checklist Blueprint uses Vitally Docs and Account Variables (customer data points). All of these elements are customizable and can be edited to fit your particular use case and industry.
In addition to Docs, Vitally users can create templates for Notes, Projects, Playbooks and much more. For example, you could set up an automated Playbook to detect if an account has not been fully onboarded. You could then assign a Project to get customers back on track or start Conversations (emails) to check-in with them.
About Followup CRM
Followup CRM is a Construction CRM that provides a simple, user-friendly, tracking solution geared towards increasing sales revenues. Followup CRM helps users track and convert leads, grow an unlimited database of contacts, analyze real-time dashboard reports, properly communicate with their team, and so much more.
In addition to the Onboarding Checklist, Christine uses this quick and concise email template to automatically schedule QBRs.
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