New Customer Onboarding Checklist
Customer onboarding determines long-term retention and lifetime value. This checklist covers welcome experience, account setup, needs assessment, product configuration, training delivery, and ongoing support. Includes 11 phases from initial welcome to relationship building. Time-to-value averages 14-21 days. Track each touchpoint to identify friction. Use for SaaS, services, and agencies. Well-onboarded customers have 90% higher retention.
Customer Welcome
□ Send personalized welcome message
□ Thank for choosing us
□ Introduce account team
□ Share getting started guide
□ Provide contact information
□ Set initial expectations
□ Schedule welcome call
□ Send welcome package
□ Provide login credentials
□ Share resource links
□ Join customer community
□ Celebrate new partnership
Account Creation
□ Set up customer account
□ Create user profiles
□ Configure permissions
□ Customize preferences
□ Set notification settings
□ Configure security
□ Enable features
□ Set up billing
□ Add payment method
□ Configure invoicing
□ Set credit terms
□ Document special requirements
Needs Assessment
□ Understand business goals
□ Identify success metrics
□ Document requirements
□ Assess current state
□ Define desired outcomes
□ Understand constraints
□ Identify stakeholders
□ Map decision process
□ Review timeline
□ Set priorities
□ Document challenges
□ Plan solutions
Product Setup
□ Configure product/service
□ Customize settings
□ Import data
□ Set up integrations
□ Configure workflows
□ Create templates
□ Set up automation
□ Enable features
□ Test functionality
□ Validate setup
□ Document configuration
□ Provide access
Training Delivery
□ Schedule training sessions
□ Provide materials
□ Conduct product demo
□ Hands-on practice
□ Q&A sessions
□ Record training
□ Create documentation
□ Share best practices
□ Provide examples
□ Test knowledge
□ Offer certification
□ Schedule follow-up
Implementation Support
□ Assign implementation manager
□ Create project plan
□ Set milestones
□ Weekly check-ins
□ Address issues
□ Provide guidance
□ Monitor progress
□ Adjust approach
□ Escalate blockers
□ Celebrate wins
□ Document learnings
□ Ensure success
Integration Assistance
□ Review integration needs
□ Provide API documentation
□ Technical support
□ Test connections
□ Validate data flow
□ Troubleshoot issues
□ Optimize performance
□ Document setup
□ Monitor stability
□ Provide maintenance
□ Plan updates
□ Ensure compatibility
Success Planning
□ Define success criteria
□ Set measurable goals
□ Create success plan
□ Schedule reviews
□ Track metrics
□ Monitor usage
□ Identify opportunities
□ Plan optimization
□ Support growth
□ Measure ROI
□ Report progress
□ Adjust strategies
Ongoing Support
□ Explain support channels
□ Share response times
□ Provide documentation
□ Set up help center access
□ Schedule office hours
□ Create support tickets
□ Monitor satisfaction
□ Proactive outreach
□ Health checks
□ Optimization sessions
□ Feature updates
□ Renewal planning
Feedback Loop
□ Initial feedback survey
□ Usage analytics review
□ Satisfaction assessment
□ Feature requests
□ Improvement suggestions
□ Success stories
□ Case study opportunity
□ Reference potential
□ Testimonial request
□ Review site encouragement
□ Referral program
□ Advisory board invitation
Relationship Building
□ Regular check-ins
□ Business reviews
□ Executive alignment
□ Team building
□ User community
□ Events and webinars
□ Newsletter subscription
□ Social media connection
□ Partner opportunities
□ Loyalty programs
□ Anniversary recognition
□ Long-term partnership
How the New Customer Onboarding Checklist works
Send welcome message within 1 hour of signup. Schedule kickoff call within 48 hours. Complete account setup and needs assessment in week 1. Configure product and deliver training in week 2. Provide implementation support weeks 3-4. Set success metrics and schedule quarterly reviews. Gather feedback at 30, 60, 90 days.
Customers decide to stay or churn during onboarding. Poor experience causes 23% to cancel in first month. Fast time-to-value increases retention by 40%. Proactive support reduces support tickets by 50%. Success planning creates expansion opportunities. Customers with good onboarding spend 33% more annually.
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