From the course: Onboarding and Adoption Best Practices for Customer Success Management

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Managing the onboarding process

Managing the onboarding process

From the course: Onboarding and Adoption Best Practices for Customer Success Management

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Managing the onboarding process

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(upbeat music) - Generally speaking, the customer stakeholder should and will take the lead in disseminating onboarding information to their users and it will be the CSM's job to make sure that the right onboarding information assets get created in order for them to be able to do this. There may be some liaison between internal, customer and third-party teams and project management that the CSM needs to do, but it should be fairly straight forward to manage and control. So long of course as the requirements and activities were specified accurately and in sufficient detail at the onboarding service determination stage. The CSM will need to make sure they record what activity occurs and what were the activity's results. This might include the following. Task, a brief description of the specific activity. Time, how many hours the CSM spent in performing the activity. Outputs, the results of performing the activity, maybe a…

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