The Customer Onboarding Playbook—Customer Success with Plays

Every company in every industry has a finite amount of time to make that all-important first impression. And there’s a lot on the line if you fail. If you’re lacking a solid post-sale game (because as Donna Weber says, “hope is not a strategy”), are struggling to scale, have important data in disparate or siloed systems, or need to get a handle on resource management — to name just a few of the challenges facing our customers — you’re in the right place.

If you’re looking to build the relationships required for long-term success, for you and for your customer, it all starts with onboarding. Because, in business as in life, first impressions really do matter.

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Play: Project Reporting

Project reporting is critical for onboarding customers successfully. Onboarding teams need a way to track metrics, milestones, and KPIs to ensure no customers slip through the cracks.

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Play: Paid Onboarding

This play is for teams passionate about helping their customers succeed. By creating a success plan template, you’ll have a resource that will keep your teams focused and aligned around your customers’ needs.

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Play: Customer Success Plans

This play is for teams passionate about helping their customers succeed. By creating a success plan template, you’ll have a resource that will keep your teams focused and aligned around your customers’ needs.

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Play: Automating Internal Handoffs

Once you’ve mastered your internal handoff between sales and onboarding, you can start to explore automation. This play will teach you how to automate steps in your internal handoff to help you scale your onboarding experience.

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Play: Desired Outcomes

Identifying and understanding your customers’ desired outcomes is a crucial step in delivering value, establishing trust, and setting your post-sale team up for success.

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Play: Customer Kickoff

The customer kickoff isn’t just about introducing customers to your onboarding or customer success team. This meeting is about creating alignment with your customers around goals and outcomes, setting expectations, and establishing a reliable communication structure.

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Play: Internal Handoff

Making your new customers feel seen, heard, and understood is the first step post-sale in building a relationship to last. This play will help you nail the transition period between the final stage of the sale and the kickoff with your new customer.

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Play: Customer Welcome

Depending on your business, your first contact with your customer post-sale could be anything from an automated email to a personal phone call. In this play, you’ll craft the first communication a new customer receives from you after a sale.

PLAYBOOK WEBINAR #1

TaskRay Playbook Webinar 1 Image

Why First Impressions Matter

Join TaskRay CEO and co-founder, Eric Wu; Sales Engineer, Alex Mendrano; Customer Onboarding Specialist, Laura Pellar; and Customer Success Manager at Automox, Carly Otte, for an in-depth knowledge dump about the all-important first steps in every new customer journey — and the first three plays in our Customer Onboarding Playbook — the Internal Handoff, the Customer Welcome, and the Customer Kickoff. If you’re thinking about running one of these plays, you won’t want to miss this webinar!

PLAYBOOK WEBINAR #2

Playbook Webinar: How to Get Desired Outcomes & Success Plans Right (Bonus: Automating Your Handoffs)”

The last thing you want is to figure out too late that you failed to understand your customer’s goals and objectives or meet their expectations, i.e. when the customer is walking out the door. In this webinar, TaskRay Customer Onboarding Specialists Laura Pellar and Ryan Ensign will talk about the importance of—and best practices for executing—the next three plays Customer Onboarding Playbook: Desired Outcomes, Success Plans, and Automating Your Handoffs. If you’re thinking about running one of these plays, you won’t want to miss this webinar!

Get Started with TaskRay

If you’re ready to find out how TaskRay can help you get every customer off to a great start, we’re here to help!