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Also known as: client onboarding, implementation, new customer setup

Customer Onboarding

FoundationalSalesProduct

Definition

Customer Onboarding: Customer onboarding is the process of helping new customers start using your product and achieve initial value. Effective onboarding includes technical setup, training, success milestones, and early check-ins. The onboarding experience significantly impacts long-term retention; customers who onboard successfully are far more likely to renew.

Example Usage

“Our structured 30-day onboarding program increased 90-day retention from 70% to 88% by ensuring every customer completes key setup steps.”

Common Misconceptions

Onboarding is just training. It's about achieving outcomes, not completing educational content.
Self-serve products don't need onboarding. Even PLG companies need onboarding flows and milestones.
Onboarding ends at setup. Early value realization and ongoing adoption are part of onboarding.

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