About this Blueprint
Blueprints are a collection of Vitally best practices and use cases brought to you by today's Customer Success thought leaders.
Set the stage for a successful onboarding experience with our New Customer Kickoff Blueprint. Maintain customer satisfaction from the Implementation stage through the official handover to Customer Success.
With Vitally Project Templates, teams can standardize processes at scale and easily reference the Tasks that need to be done before, during, and after a new customer has signed on.
Steven Wehr, a Solutions Architect at Vitally, uses this New Customer Kickoff Blueprint to simplify implementation and create great experiences for new customers.
Preview of Blueprint
When to use a New Customer Kickoff Blueprint
This Blueprint is ideal for Hybrid and High Touch Customer Success Teams who have customers going through the initial onboarding process.
In this New Customer Kickoff, we’ve included various Milestones and Tasks to help you successfully move accounts from Implementation to Customer Success. These can differ depending on your engagement model, implementation timeline, any existing processes you might have in place. The Tasks shown include action items for customer onboarding (such as scheduling an implementation call and setting up a customer’s account) and activities to complete when handing accounts over to Customer Success.
KPIs Impacted
- Time to Value (TTV)
- Net Revenue Retention (NRR) Rate
- Product Adoption Rate
- Customer Lifetime Value (CLV)
- Net Promoter Score (NPS)
What data points or information will you need to complete or add?
The way that you conduct new customer kickoffs will vary, so you’ll want to take a look at the Milestones and Tasks and edit them as needed. For example, you might not have a dedicated Solutions Architect or Implementation role, so you’ll need to update the Key Roles accordingly. You can adjust this Project Template to be as detailed or as minimal as needed.
How can you customize this for other use cases?
This Project template includes the use of Vitally Tasks, Notes, Key Roles, and Conversations. 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, we reference an Implementation Guide in one of the Tasks under the “Customer Onboarding” Milestone. You could use Docs to create a guide with customer resources and a checklist of things for them to complete.
Going beyond Projects
Beyond Projects, Vitally users have the ability to create Docs, Notes, Conversation Templates and much more to foster collaboration and overall efficiency. Learn how more Customer Success leaders are using Vitally below!
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Ready to Share Your Blueprint For Success?
We're now accepting submissions to our Blueprint Library to showcase how Customer Success leaders are creating best practices to help scale productivity and collaboration across their teams and customers.
