Customer Onboarding Framework

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1	Customer Onboarding Framework
2	This is a example of using this framework build for CRM onboarding.
3	Onboarding Goal			Key Value Moments
4	Onboarding Goal 1 (Use Case #1)	Forecast: Get better forecast and reporting.		Value Delivered 1	User is able to see Monthly, Quarterly Forecast
5		Forecast: Get better forecast and reporting.		Value Delivered 2	User is sharing/downloading Dashboards/Reports
6	Onboarding Goal 2 (Use Case #2)	Response time: Better Lead response time		Value Delivered 3	Leads are assigned to reps and notification is sent out in real time.
7		Response time: Better Lead response time		Value Delivered 4	Rep has updated the lead status.
8	Onboarding Goal 3 (Use Case #3)	Distributed: Enable distributed sales team.		Value Delivered 5	All sales reps are using the platform.
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12	Team	Customer Success Managers, Sales Reps
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14	Onboarding time	30 days
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17	Onboarding Playbook (Use Case #1): Forecast
18	Onboarding Steps	Timeline	Success managers tasks (Playbook)	Customer tasks	Product Adoption (Milestones)	Value (Health)	Resources
19	Step 1	Day 1	Setup CRM instance
20	Step 2	Day 1	Share access with the customer		Logged In
21	Step 3	Day 2	Check if current pipeline data is available in excel format				Excel Upload template
22	Step 4	Day 5		Share Pipeline (excel format)
23	Step 5	Day 5	Upload current pipeline data from Excel to CRM		Upload completed		How to Upload (Video)
24	Step 6	Day 10	Setup Forecast Reports		Forecast report setup
25	Step 7	Day 12	Walk the users through the report	Attend the session	Forecast report viewed	Forecast Viewed
26	Step 8	Day 15			Forecast report Shared	Forecast Shared
27	Step 9	Day 20	Feedback
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34	Onboarding Playbook (Use Case #2): Response time
35	Onboarding Steps	Timeline	Success managers tasks (Playbook)	Customer tasks	Product Adoption (Milestones)	Value (Health)	Resources
36	Step 1	Day 1	Create an instance
37	Step 2	Day 1	Share Access		Logged in
38	Step 3	Day 2	Integrate lead form to website		Incoming new leads		Getting Started Video
39	Step 4	Day 3	Setup assignment rules		Leads Assigned		Share Assignment Rules best practice
40	Step 5	Day 5	Setup notifications		Reps Notified
41	Step 6	Day 7	Sales process training	Attend training
42	Step 7	Day 9	Validate lead status movement		Leads updated	Better response time
43	Step 8	Day 10	Feedback
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46	Onboarding Playbook (Use Case #3): Distributed team
47	Onboarding Steps	Timeline	Success managers tasks (Playbook)	Customer tasks	Product Adoption (Milestones)	Value (Health)	Resources
48	Step 1	Day 1	Create an instance
49	Step 2	Day 1	Share Access
50	Step 3	Day 2	Share profile and role setup considerations				Profile and Role document
51	Step 4	Day 5	Setup role and profiles
52	Step 5	Day 6	Invite team		Invitation sent		Bulk invite doc
53	Step 6	Day 8	Sales process training	Attend training
54	Step 7	Day 10	Check if team is active		Active team	All sales reps are using the platform.
55			Feedback