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

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Onboarding vs. adoption vs. value realization

Onboarding vs. adoption vs. value realization

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

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Onboarding vs. adoption vs. value realization

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(piano music) - Some people within the customer success profession, use the term onboarding, to include everything the customer needs to be fully productive in its use of the solution that it's purchased. They then use the term adoption to refer to the process of using the solution. Others use the term onboarding to just refer to getting the customer familiarized with the solution, and adoption to refer to the longer and more complex process of preparing the customer to be fully productive with ongoing value creation being called just that, or as with me, value realization. This latter terminology makes most sense to me, especially when you think about the root meaning of each word. And this is the way in which the terms are used within this training course. This table specific what might be included within each of the following services, generic onboarding, customized onboarding, and full adoption. Using the same…

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