Onboarding starts with the first kickoff call after a contract is signed and continues until all relevant end-users sign up and successfully use the vendor’s solutions. CS platforms provide a disciplined path to execute and track all appropriate steps between these start and endpoints. CSM’s launch onboarding project templates and assign tasks to relevant team members. Project templates could vary by paid / nonpaid customer launches, product feature/module implementations, size of the customer, or other industry-specific variations. Senior management gets visibility of the full process with documented variations that can be analyzed later.
