Onboarding and adoption are two of the essential activities for new customers that CSMs are responsible for. This course explains how to guide a customer through these stages.
Onboarding and Adoption Best Practices for Customer Success Management
Overview
Syllabus
1. The Customer Onboarding Process
- Overview
- What is onboarding?
- Why is onboarding important?
- Onboarding vs. adoption vs. value realization
- Selecting an onboarding service model: Part 1
- Selecting an onboarding service model: Part 2
- Managing the onboarding process
- Adoption fundamentals
- Knowledge, skills, and attitude (KSA) concepts
- Directly and indirectly impacted users
- Adoption implementation roles
- Project management principles and best practices
Taught by
PracticalCSM
