Validate your onboarding against real customers, put it into consistent use, and build the discipline that confirms each customer truly reached first value rather than just completed the steps.
Run recent customers through the new onboarding and confirm it fits how they genuinely succeed.
| Customer | Fits the new onboarding? | Adjustment needed |
|---|---|---|
| Done? | Item |
|---|---|
| The onboarding is documented as one clear sequence anyone can run | |
| Every new customer is entered into it from the moment they buy | |
| An owner is assigned for each step | |
| First-value confirmation (below) is built into the sequence, not optional |
The discipline that matters most: confirm, for each customer, that first value was reached, rather than assuming finished steps mean success. A customer can complete every task and still not have reached the outcome they bought, and that customer is at risk.
| Customer | Completed the steps? | Reached first value? | If no, the action |
|---|---|---|---|
When first value is confirmed, the customer is ready to move into ongoing relationship management. When it is not, that customer needs attention now.
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