Circles of Success - Pulse 2017 - Onboarding

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During Pulse 2017 the Gainsight Client Outcomes Team organized a Circles of Success & Birds of a Feather Program, featuring group discussions for Gainsight customers focused on key topics and challenges. We had such engagement from our customers we wanted to keep the conversation going on Community.

One of the topics we discussed was Onboarding. Here are a few of the questions that we discussed:

  1. What resources do you enable your sales team with in order to showcase the onboarding process with prospects?
  2. What handoffs exist during onboarding? How do you transition from prospect to customer? What is the most important first thing to do with customers after they purchase?
  3. When do you inject a CSM in the process? How long does the CSM stay with the account? What's the transition plan look like?
  4. What are some best practices for successful training and post go-live support? What are the best practices of managing and encouraging adoption?
  5. How do you reach a happy medium of delivering onboarding that caters to individual needs, while staying prescriptive and scalable?
  6. What does the structure of your onboarding process look like? (mostly calls vs emails, are there a specific amount of hours a customer has?, etc.)
  7. To what extent do other organizations use project management software to manage a customer's onboarding?
Please share your best practices on this thread to keep the conversation going (include the specific question in your post). Please also follow this thread if you're interested in additional Circles of Success activities related to Onboarding

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