{"id":28826,"date":"2022-07-10T07:05:18","date_gmt":"2022-07-10T07:05:18","guid":{"rendered":"https:\/\/www.process.st\/templates\/high-touch-client-onboarding-for-saas-companies-7\/"},"modified":"2024-04-24T16:19:30","modified_gmt":"2024-04-24T16:19:30","slug":"high-touch-client-onboarding-for-saas-companies-7","status":"publish","type":"post","link":"https:\/\/www.process.st\/templates\/high-touch-client-onboarding-for-saas-companies-7\/","title":{"rendered":"High Touch Client Onboarding for SaaS Companies"},"content":{"rendered":"<section id=\"introduction\">\n<h2>Introduction:<\/h2>\n<div class=\"text-content\">\n<p><span>Too many SaaS providers take the <a href=\"https:\/\/www.finextra.com\/blogposting\/14303\/your-client-onboarding-is-bad-fix-it\" rel=\"nofollow\">wrong approach<\/a> when it comes to client onboarding, and the <a href=\"https:\/\/www.cio.com\/article\/3260727\/leadership-management\/client-onboarding-revenue-and-hidden-cost-implications.html\" rel=\"nofollow\">price<\/a> they pay is increased churn rates and low long-term retention.<\/span><\/p>\n<p><span>The thing is, you have to understand your focus during the onboarding process: <strong>getting the client to the point where they understand the value that you're offering them<\/strong>. <\/span><span>The point at which the client&nbsp;<em>understands<\/em> your value&nbsp;is crucially different to their first&nbsp;<em>experience<\/em> of value - because it's probably going to take longer for that to happen.<\/span><\/p>\n<p><span>Basically, it's the point where a light in your customer's head goes off and they say, \"hey, this is what they were talking about during the sales pitch!\" <\/span><span>Here they're realizing the value&nbsp;<em>potential<\/em> whilst&nbsp;acknowledging that they probably won't get to see that value until further on down the line - and <strong>it's at this point that you should consider a client \"onboard\"<\/strong>.<\/span><span><\/span><\/p>\n<p><span>The focus of this checklist is to make sure that recognition of value is delivered, without overwhelming or neglecting the client's needs. With the mantra of \"<a href=\"https:\/\/sixteenventures.com\/free-trial-customer-qualification\" rel=\"nofollow\">high tech allows for high touch<\/a>\", <strong>this checklist template utilizes automation<\/strong> to deal with many of the manual processes that would typically bog you down during the onboarding process, for a robust and scalable solution to all client scenarios.<\/span><\/p>\n<p><span><\/span>Without further adieu, let's get started with the checklist.<span><\/span><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"basic-information\">\n<h2>Basic information:<\/h2>\n<\/section>\n<section id=\"enter-basic-information\">\n<h2>Enter basic information<\/h2>\n<div class=\"text-content\">\n<p>Firstly,<strong> record the basic details for this process<\/strong> using the form fields below.<\/p>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Company name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Primary contact first name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Primary contact last name <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"text-field-content form-field-content\">\n<div class=\"form-group\"> <label> Primary contact telephone <\/label><br \/>\n   <input type=\"text\" placeholder=\"Something will be typed here...\" disabled class=\"form-control\">\n  <\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Date of registration <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p><span>Find out how you can&nbsp;<\/span><strong><span>automate your client onboarding workflow with Process Street<\/span><\/strong><span>:<\/span><\/p>\n<\/p><\/div>\n<div class=\"video-content\">\n<div class=\"iframe-container\"> <iframe src=\"https:\/\/www.youtube.com\/embed\/0fvQz69b6AM?modestbranding=1&amp;showinfo=0\" frameborder=\"0\" allowfullscreen=\"true\"> <\/iframe>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"communications-channels\">\n<h2>Communications channels:<\/h2>\n<\/section>\n<section id=\"specify-communication-channels\">\n<h2>Specify communication channels<\/h2>\n<div class=\"text-content\">\n<p><strong>Declare the primary communication channels<\/strong> used by your organization in the form field here:<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Primary communication channels <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"text-content\">\n<p>Then,<strong> declare whether or not it's necessary<\/strong> to send the client an invite to your communication channels below:<\/p>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Client needs invite to communications channels? <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"declare-communication-channel-invite-url\">\n<h2>Declare communication channel invite URL<\/h2>\n<div class=\"text-content\">\n<p><strong>Record the URL invite to your communication channel of choice<\/strong> in the form field below:<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"invite-client-to-communications-channels\">\n<h2>Invite client to communications channels<\/h2>\n<div class=\"text-content\">\n<p>To finish up with this section, send an email inviting your new client to your communication channels.<\/p>\n<p>Thankfully, all of the information is ready for you in the email widget below. Simply <strong>check everything looks good before sending it out.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"welcome\">\n<h2>Welcome:<\/h2>\n<\/section>\n<section id=\"prepare-welcome-email\">\n<h2>Prepare welcome email<\/h2>\n<div class=\"text-content\">\n<p>One of the first things you can do during the onboarding process is help your client to feel welcome by <strong>sending over an email with a curated selection of content. <\/strong><\/p>\n<p>This is kind of like a \"getting started\" goodie bag; your aim is to provide value, but try not to overwhelm them.<\/p>\n<p>Use the sub-checklist below for inspiration:<\/p>\n<\/p><\/div>\n<div class=\"multi-select-content form-field-content\">\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Introduction to you \/ your company\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Short, relevant video with contextual information\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Digital brochure containing information about your services\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       4\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Content referencing your company (blog posts, articles, etc.)\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       5\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Customer testimonials\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       6\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      FAQs\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<div class=\"text-content\">\n<p>Perhaps you already have a welcome email prepared for situations like this. If that's the case, simply proceed to the next task.<\/p>\n<p>Otherwise, <strong>use the form fields below to fill out some content<\/strong> that will go into the welcome email.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Introduction <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> Digital brochure <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"send-welcome-email\">\n<h2>Send welcome email<\/h2>\n<div class=\"text-content\">\n<h4><\/h4>\n<p>Edit<strong> the body of the email below<\/strong><span>&nbsp;to only include relevant information, and&nbsp;<\/span><span>then<\/span><strong><span>&nbsp;hit the send button&nbsp;<\/span><\/strong><span>when you're ready.<\/span><\/p>\n<p class=\"style-info\"><span>Set up an <a href=\"https:\/\/www.process.st\/help\/docs\/gmail\/\" rel=\"nofollow\">email integration<\/a> to automatically send this welcome message whenever you run a new version of this checklist.<\/span><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"scheduling\">\n<h2>Scheduling:<\/h2>\n<\/section>\n<section id=\"schedule-a-kickoff-call\">\n<h2>Schedule a kickoff call<\/h2>\n<div class=\"text-content\">\n<p><span>Send an email with a link to your scheduling tool of choice to&nbsp;<\/span><strong><span>arrange an appointment for the initial intake meeting.&nbsp;<\/span><\/strong><\/p>\n<p><span>Simply <strong>check the content below and hit send<\/strong>; everything should be prepared for you.<\/span><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-kickoff-call-date\">\n<h2>Confirm kickoff call date<\/h2>\n<div class=\"text-content\">\n<p><strong>Confirm the date of the kickoff call&nbsp;<\/strong>with&nbsp;the form field below.<\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Kickoff call date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"schedule-review-meetings\">\n<h2>Schedule review meetings<\/h2>\n<div class=\"text-content\">\n<p>Schedule any review meetings by <strong>sending an email with the widget in this task.<\/strong><\/p>\n<p><span>Simply <strong>check the content below and hit send<\/strong>; everything should be prepared for you.<\/span><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-review-meeting-dates\">\n<h2>Confirm review meeting dates<\/h2>\n<div class=\"text-content\">\n<p><strong>Record dates for each meeting<\/strong> in this task.<\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> One week review date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Two week review date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> One month review date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Two month review date <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"offer-to-schedule-a-training-session\">\n<h2>Offer to schedule a training session<\/h2>\n<div class=\"text-content\">\n<p>If you feel the client doesn't quite understand the full scope of your services, it could be useful to <strong>offer an instructional walkthrough for them and their team.&nbsp;<\/strong><\/p>\n<p>This will give you an opportunity to showcase the product and further demonstrate the value you could bring to the client.&nbsp;<\/p>\n<p>Send an email with the widget below to offer a scheduel session. Your scheduling tool is already linked in the body; simply <strong>check the content is okay before hitting the send button.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"confirm-training-session-date\">\n<h2>Confirm training session date<\/h2>\n<div class=\"text-content\">\n<p>Use the form field to <strong>record the date of the instructional demonstration.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"date-field-content form-field-content\">\n<div class=\"form-group\"> <label> Date of training session <\/label> <\/p>\n<div class=\"date-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-calendar btn-icon\"><\/i> Date will be set here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"kickoff\">\n<h2>Kickoff:<\/h2>\n<\/section>\n<section id=\"understand-clients-required-outcome\">\n<h2>Understand client's required outcome<\/h2>\n<div class=\"text-content\">\n<p>During your kickoff call, one of the things you must learn is the client's required outcome.&nbsp;<\/p>\n<p>This is basically what they intend to achieve, in terms of business goals, in both the short and long term, and how your software fits into that picture.<\/p>\n<p><strong>Discuss this with your client<\/strong> and use the form fields below to <strong>record this information.&nbsp;<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Required outcome <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"understand-clients-appropriate-experience\">\n<h2>Understand client's appropriate experience<\/h2>\n<div class=\"text-content\">\n<p>If required outcome is the client's business goals, appropriate experience is what you determine to be the best course of action to achieve those goals.<\/p>\n<p><strong>Discuss with your client what you think are some of the best solutions to their current problems<\/strong>, and record your notes below.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Appropriate experience <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"understand-clients-primary-use-case\">\n<h2>Understand client's primary use case<\/h2>\n<div class=\"text-content\">\n<p>It is useful to have the best knowledge possible of the experience the client has had with your product so far. Understanding what they know about the product plus the use cases they want to fulfill will allow you to make strong recommendations to improve their use of your system.&nbsp;<\/p>\n<p><strong>Discuss this with your client and record information<\/strong> in the form fields below.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Primary use case(s) <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Desired integrations <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Biggest problem currently <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"record-additional-notes\">\n<h2>Record additional notes<\/h2>\n<div class=\"text-content\">\n<p>For anything else, use the form field below to<strong> record any additional notes during the call.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Additional notes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"managing-expectations\">\n<h2>Managing expectations:<\/h2>\n<\/section>\n<section id=\"determine-success-milestones\">\n<h2>Determine success milestones<\/h2>\n<div class=\"text-content\">\n<p><strong>Determine the success milestones for the onboarding process<\/strong> and record them in the form fields of this task.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Success milestones <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> First success milestone <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"determine-steps-necessary-to-achieve-first-success-milestone\">\n<h2>Determine steps necessary to achieve first success milestone<\/h2>\n<div class=\"text-content\">\n<p><strong>Determine what steps will need to be taken<\/strong> by both the client and yourself in order to achieve the first success milestone.&nbsp;<\/p>\n<p><strong>Record the steps in the form field below.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Steps to achieve first success milestone <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"prepare-client-for-future-advocacy-or-expansion\">\n<h2>Prepare client for future advocacy or expansion<\/h2>\n<div class=\"text-content\">\n<p><strong>Prepare your customer for advocacy or expansion<\/strong> further on into the onboarding process by leveraging the completion of the first success milestone.<\/p>\n<p>Mention this in advance, so that when they reach their first success milestone you can say to them, \"...hey, you reached your first milestone, great! Would you be interested in providing a testimonial for us?\"<\/p>\n<p>Or, \"...once we hit this milestone, typically our customers go for this option...\" etc.<\/p>\n<p>Declare your strategy by <strong>selecting an option from the drop-down menu<\/strong> below.<\/p>\n<\/p><\/div>\n<div class=\"multi-choice-content form-field-content\">\n<div class=\"form-group\"> <label> After first success milestone <\/label> <select disabled class=\"form-control\"><option value=\"\">Multiple options can be selected from this list<\/option><\/select>\n  <\/div>\n<ul class=\"items\">\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       1\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Request testimonial\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       2\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Suggest upgrade feature\n    <\/div>\n<\/li>\n<li class=\"item\">\n<div class=\"step-number-container\">\n<div class=\"step-number\">\n       3\n     <\/div>\n<\/p><\/div>\n<div class=\"step-checkbox-container\">\n<div class=\"step-checkbox\"><\/div>\n<\/p><\/div>\n<div class=\"item-name-static\">\n      Request case study\n    <\/div>\n<\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"prepare-list-of-joint-accountability\">\n<h2>Prepare list of joint accountability<\/h2>\n<div class=\"text-content\">\n<p><span>Prepare a list of joint accountability that gives the customer a clear idea of what they need to do to achieve their success milestones. It should also include steps that <em>you&nbsp;<\/em>need to complete (hence joint accountability) to hammer home that they need you and your services to achieve those goals.<\/span><\/p>\n<p><span>Once you've prepared the list of tasks, <strong>upload it here:<\/strong><\/span><\/p>\n<\/p><\/div>\n<div class=\"file-field-content form-field-content\">\n<div class=\"form-group\"> <label> List of joint accountability <\/label> <\/p>\n<div class=\"file-container\"> <button type=\"button\" disabled class=\"btn btn-default\"> <i class=\"fa fa-upload btn-icon\"><\/i> File will be uploaded here <\/button>\n   <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"share-success-milestones-and-accountability-tasks-with-client\">\n<h2>Share success milestones and accountability tasks with client<\/h2>\n<div class=\"text-content\">\n<p><strong>Inform your client of the success milestones<\/strong> you established earlier.&nbsp;<\/p>\n<p>The email below contains all of the data in a pre-prepared template; simply <strong>check it over and hit the send button<\/strong> if you think it looks okay.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"after-one-week\">\n<h2>After one week:<\/h2>\n<\/section>\n<section id=\"have-a-one-week-review-call\">\n<h2>Have a one week review call<\/h2>\n<div class=\"text-content\">\n<p><strong>Make notes during your call<\/strong> using the form fields here.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> One week review call notes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Success milestones met? (One week) <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"prepare-additional-guidance-after-one-week\">\n<h2>Prepare additional guidance (after one week)<\/h2>\n<div class=\"text-content\">\n<p>Based on the most recent review call, <strong>prepare guidance for the client on how they could more efficiently be working towards their first success milestone.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Additional guidance (one week) <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"provide-additional-guidance-after-one-week\">\n<h2>Provide additional guidance (after one week)<\/h2>\n<div class=\"text-content\">\n<p><strong>Send the guidance you prepared in the previous task to the client<\/strong> using the email widget below.<\/p>\n<p>The email has been filled out for you, so all you need to do is <strong>check the information is accurate and hit the send button.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"after-two-weeks\">\n<h2>After two weeks:<\/h2>\n<\/section>\n<section id=\"have-a-two-week-review-call\">\n<h2>Have a two week review call<\/h2>\n<div class=\"text-content\">\n<p><strong>Make notes during your call<\/strong> using the form fields here.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Two week review call notes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Success milestones met? (Two weeks) <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"prepare-additional-guidance-after-two-weeks\">\n<h2>Prepare additional guidance (after two weeks)<\/h2>\n<div class=\"text-content\">\n<p>Based on the most recent review call, <strong>prepare guidance for the client on how they could more efficiently be working towards their first success milestone.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Additional guidance (two weeks) <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"provide-additional-guidance-after-two-weeks\">\n<h2>Provide additional guidance (after two weeks)<\/h2>\n<div class=\"text-content\">\n<p><strong>Send the guidance you prepared in the previous task to the client<\/strong> using the email widget below.<\/p>\n<p>The email has been filled out for you, so all you need to do is <strong>check the information is accurate and hit the send button.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"after-one-month\">\n<h2>After one month:<\/h2>\n<\/section>\n<section id=\"have-a-one-month-review-call\">\n<h2>Have a one month review call<\/h2>\n<div class=\"text-content\">\n<p><strong>Make notes during your call<\/strong> using the form fields here.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> One month review call notes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Success milestones met? (One month) <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"prepare-additional-guidance-after-one-month\">\n<h2>Prepare additional guidance (after one month)<\/h2>\n<div class=\"text-content\">\n<p>Based on the most recent review call, <strong>prepare guidance for the client on how they could more efficiently be working towards their first success milestone.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Additional guidance (one month) <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"provide-additional-guidance-after-one-month\">\n<h2>Provide additional guidance (after one month)<\/h2>\n<div class=\"text-content\">\n<p><strong>Send the guidance you prepared in the previous task to the client<\/strong> using the email widget below.<\/p>\n<p>The email has been filled out for you, so all you need to do is <strong>check the information is accurate and hit the send button.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"after-two-months\">\n<h2>After two months:<\/h2>\n<\/section>\n<section id=\"have-a-two-month-review-call\">\n<h2>Have a two month review call<\/h2>\n<div class=\"text-content\">\n<p><strong>Make notes during your call<\/strong> using the form fields here.<\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Two month review call notes <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<div class=\"select-field-content form-field-content\">\n<div class=\"form-group\"> <label> Success milestones met? (Two months) <\/label> <select disabled class=\"form-control\"><option value=\"An option will be selected here\">An option will be selected here<\/option><\/select>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"prepare-additional-guidance-after-two-months\">\n<h2>Prepare additional guidance (after two months)<\/h2>\n<div class=\"text-content\">\n<p>Based on the most recent review call, <strong>prepare guidance for the client on how they could more efficiently be working towards their first success milestone.<\/strong><\/p>\n<\/p><\/div>\n<div class=\"textarea-field-content form-field-content\">\n<div class=\"form-group\"> <label> Additional guidance (two months) <\/label> <textarea placeholder=\"Something will be typed here...\" rows=\"3\" disabled class=\"form-control\"><\/textarea>\n  <\/div>\n<\/p><\/div>\n<\/section>\n<section id=\"provide-additional-guidance-after-two-months\">\n<h2>Provide additional guidance (after two months)<\/h2>\n<div class=\"text-content\">\n<p><strong>Send the guidance you prepared in the previous task to the client<\/strong> using the email widget below.<\/p>\n<p>The email has been filled out for you, so all you need to do is <strong>check the information is accurate and hit the send button.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"first-success-milestone-met\">\n<h2>First success milestone met:<\/h2>\n<\/section>\n<section id=\"confirm-first-success-milestone-is-met\">\n<h2>Confirm first success milestone is met<\/h2>\n<div class=\"text-content\">\n<p>Once the first success milestone is met, confirm by <strong>checking this task as complete<\/strong>.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"request-testimonial\">\n<h2>Request testimonial<\/h2>\n<div class=\"text-content\">\n<p>Now that the first success milestone has been reached, it's a prime opportunity for you to<strong> request a testimonial from your customer. <\/strong><\/p>\n<p><strong>Check the contents of the email widget below<\/strong> and hit the <strong>send<\/strong> button.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"request-case-study\">\n<h2>Request case study<\/h2>\n<div class=\"text-content\">\n<p>Now that the first success milestone has been met, you can request to work with the client to produce a <a href=\"https:\/\/www.process.st\/case-study-wodify\/\" rel=\"nofollow\">case study<\/a>.<\/p>\n<p>The proposal is already in the body of the email below; simply <strong>check everything looks okay and hit the send button.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"suggest-an-upgrade-feature\">\n<h2>Suggest an upgrade feature<\/h2>\n<div class=\"text-content\">\n<p>Use this opportunity to <strong>suggest an upgrade feature that this client may find useful<\/strong>. Take a soft sell approach; you don't want to scare them off. The suggestion should also be relevant to their needs and current situation.&nbsp;<\/p>\n<p><strong>Edit the email template below to include a suggestion for one of your upgrade features<\/strong>. Once it's ready, just hit the send button.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"feedback\">\n<h2>Feedback:<\/h2>\n<\/section>\n<section id=\"send-feedback-questionnaire\">\n<h2>Send feedback questionnaire<\/h2>\n<div class=\"text-content\">\n<p>With your new client fully onboard, it's time to <strong>send over a feedback questionnaire.<\/strong><\/p>\n<p>The link to your feedback questionnaire is already in the body of the email below; just <strong>make sure the information looks correct<\/strong> and send it off.<\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"receive-completed-feedback-questionnaire\">\n<h2>Receive completed feedback questionnaire<\/h2>\n<div class=\"text-content\">\n<p>Once the client has completed the feedback questionnaire, <strong>insert a link to it in the form field below.<\/strong><\/p>\n<\/p><\/div>\n<\/section>\n<section id=\"sources\">\n<h2>Sources:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/www.process.st\/sales-cycles\/\" rel=\"nofollow noopener\" target=\"_blank\">What We Learned Analyzing 281 Full Sales Cycles (1,183 Emails &amp; Voicemails)<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/bant-sales-qualification-call-process\/\" rel=\"nofollow noopener\" target=\"_blank\">BANT Sales Qualification Call Process<\/a><\/li>\n<li><a href=\"https:\/\/blog.chartmogul.com\/onboarding-plan-b2b-saas\/\" rel=\"nofollow noopener\" target=\"_blank\">What\u2019s the best onboarding plan for B2B SaaS?<\/a><\/li>\n<li><a href=\"https:\/\/sixteenventures.com\/customer-onboarding\" rel=\"nofollow noopener\" target=\"_blank\">The Secret to Successful Customer Onboarding<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/customer-success-guide\/\" rel=\"nofollow noopener\" target=\"_blank\">Complete Guide to Customer Success for SaaS Companies<\/a><\/li>\n<li><a href=\"https:\/\/useriq.com\/customer-onboarding-strategies\/\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/useriq.com\/customer-onboarding-strategies\/<\/a><\/li>\n<li><a href=\"https:\/\/twinpeaksresearchllc.com\/blog\/high-touch-customer-onboarding-saas-customers\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/twinpeaksresearchllc.com\/blog\/high-touch-customer-onboarding-saas-customers<\/a><\/li>\n<li><a href=\"https:\/\/www.clientsuccess.com\/blog\/4-engagement-models-for-customer-success\/\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/www.clientsuccess.com\/blog\/4-engagement-models-for-customer-success\/<\/a><\/li>\n<li><a href=\"https:\/\/sixteenventures.com\/self-service-free-trial\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/sixteenventures.com\/self-service-free-trial<\/a><\/li>\n<li><a href=\"https:\/\/sixteenventures.com\/elements-customer-success-management\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/sixteenventures.com\/elements-customer-success-management<\/a><\/li>\n<li><\/li>\n<\/ul><\/div>\n<\/section>\n<section id=\"related-checklists\">\n<h2>Related checklists:<\/h2>\n<div class=\"text-content\">\n<ul>\n<li><a href=\"https:\/\/www.process.st\/templates\/sales-training-process\/\" rel=\"nofollow\">Sales training process checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/weekly-sales-prospecting-checklist\/\" rel=\"nofollow\">Weekly sales prospecting checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/cold-calling-checklist\/\" rel=\"nofollow\">Cold calling checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/sales-presentation-template\/\" rel=\"nofollow\">Sales presentation template<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/sales-pitch-planning-checklist\/\" rel=\"nofollow\">Sales pitch planning checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/closing-the-sale-checklist\/\" rel=\"nofollow\">Closing the sale checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/order-processing-checklist\/\" rel=\"nofollow\">Order processing checklist<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/monthly-sales-report\/\" rel=\"nofollow\">Monthly sales report<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/upselling-process-for-saas-companies\/\" rel=\"nofollow noopener\" target=\"_blank\">Upselling Process for SaaS Companies<\/a><\/li>\n<li><a href=\"https:\/\/www.process.st\/templates\/salesperson-onboarding-checklist-for-startups\/\" rel=\"nofollow noopener\" target=\"_blank\">Salesperson Onboarding Checklist for Startups<\/a><\/li>\n<\/ul><\/div>\n<\/section>\n","protected":false},"excerpt":{"rendered":"<p>Introduction: Too many SaaS providers take the wrong approach when it comes to client onboarding, and the price they pay is increased churn rates and low long-term retention. The thing is, you have to understand your focus during the onboarding process: getting the client to the point where they understand the value that you're offering [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"ep_exclude_from_search":false,"cover_icon_emoji":"","cover_icon_url":"","tasks_count":"54","template_description":"Run this checklist for each new customer to ensure you understand their required outcome and that they achieve their first success milestone.","template_id":"iTIPt5CB97Wx4QeOpQREig","task_0":"Introduction:","task_slug_0":"introduction","task_1":"Basic information:","task_slug_1":"basic-information","task_2":"Enter basic information","task_slug_2":"enter-basic-information","task_3":"Communications channels:","task_slug_3":"communications-channels","task_4":"Specify communication channels","task_slug_4":"specify-communication-channels","task_5":"Declare communication channel invite URL","task_slug_5":"declare-communication-channel-invite-url","task_6":"Invite client to communications channels","task_slug_6":"invite-client-to-communications-channels","task_7":"Welcome:","task_slug_7":"welcome","task_8":"Prepare welcome email","task_slug_8":"prepare-welcome-email","task_9":"Send welcome email","task_slug_9":"send-welcome-email","task_10":"Scheduling:","task_slug_10":"scheduling","task_11":"Schedule a kickoff call","task_slug_11":"schedule-a-kickoff-call","task_12":"Confirm kickoff call date","task_slug_12":"confirm-kickoff-call-date","task_13":"Schedule review meetings","task_slug_13":"schedule-review-meetings","task_14":"Confirm review meeting dates","task_slug_14":"confirm-review-meeting-dates","task_15":"Offer to schedule a training session","task_slug_15":"offer-to-schedule-a-training-session","task_16":"Confirm training session date","task_slug_16":"confirm-training-session-date","task_17":"Kickoff:","task_slug_17":"kickoff","task_18":"Understand client's required outcome","task_slug_18":"understand-clients-required-outcome","task_19":"Understand client's appropriate experience","task_slug_19":"understand-clients-appropriate-experience","task_20":"Understand client's primary use case","task_slug_20":"understand-clients-primary-use-case","task_21":"Record additional notes","task_slug_21":"record-additional-notes","task_22":"Managing expectations:","task_slug_22":"managing-expectations","task_23":"Determine success milestones","task_slug_23":"determine-success-milestones","task_24":"Determine steps necessary to achieve first success milestone","task_slug_24":"determine-steps-necessary-to-achieve-first-success-milestone","task_25":"Prepare client for future advocacy or expansion","task_slug_25":"prepare-client-for-future-advocacy-or-expansion","task_26":"Prepare list of joint accountability","task_slug_26":"prepare-list-of-joint-accountability","task_27":"Share success milestones and accountability tasks with client","task_slug_27":"share-success-milestones-and-accountability-tasks-with-client","task_28":"After one week:","task_slug_28":"after-one-week","task_29":"Have a one week review call","task_slug_29":"have-a-one-week-review-call","task_30":"Prepare additional guidance (after one week)","task_slug_30":"prepare-additional-guidance-after-one-week","task_31":"Provide additional guidance (after one week)","task_slug_31":"provide-additional-guidance-after-one-week","task_32":"After two weeks:","task_slug_32":"after-two-weeks","task_33":"Have a two week review call","task_slug_33":"have-a-two-week-review-call","task_34":"Prepare additional guidance (after two weeks)","task_slug_34":"prepare-additional-guidance-after-two-weeks","task_35":"Provide additional guidance (after two 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