Onboarding is the first step and a critical phase in the customer journey which can make or break your customer relationships. Customers are onboarding until they can use the product on their own. If you fail to set them on the right track, it can mean failure overall for the customer and your organization. That’s why you need to ensure right from their very first experience that the customer is receiving value to keep the likelihood of churn low.

Improve Customer Onboarding

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Totango Spark Onboarding Dashboard

Using SuccessBLOCs gives you a roadmap that sets you and your customers up for success. Typical customer onboarding SuccessBLOCs will look similar to our examples given below. You can configure them for your own use, creating a measurable, effective system tailored to your business needs.

Totango Goals & KPIs

Goals & KPIs.

We measure success for the customer and success for the business

 Consistently Meet Implementation Timelines

The time of onboarding should be regulated and monitored to ensure customers are moving on to adoption of your products or services. Keep a record of the percentages of end users being trained, customers that are stuck by stage and onboarding time trends.

 Consistently Deliver a Great Experience for the New Customers

You will need to provide a way for customers to give feedback during the onboarding and post engagement stages. This feedback will enable you to deliver a great experience for new customers.

Consistently Ensure Adoption, Value Delivered and Consumed

Adoption usage should happen between the first 90 days post onboarding. You should also see trending up in engagement and that value has been delivered within this timeframe.

Totango Segments


These are your customers that are in progress or have been recently onboarded.

New Customers Pending Onboarding

Currently Onboarding Customer (organized by status)

Recently Graduated from Onboarding Status

Totango Best Practices

Best Practices.

Help your team with company and industry best practices to shorten the learning and training time and create consistency across your engagements.

Overview of onboarding Steps for CSMs and managers

Things to know before running a kick-off meeting

Running an effective kick-off meeting to keep the momentum going and not to fall flat

How to make sure customers are meeting their end of the bargain and moving the project forward

Using successful onboarding to drive references and advocacy

Totango SuccessPlay Playbooks


Document and automate for consistent and structured engagement models for your team during customer onboarding. Make sure that they focus on what’s important and that they have the tools for the job.

Internal Hand-off and Preparation

Complete account assignments, document and conduct sales hand-off.

Execute the Onboarding Project

Post Onboarding Hand-off

Totango Campaign Automation


Automate your communications on behalf of the company or the customer success manager using campaigns to send automated emails triggered by various goals. Here are a few examples:

Welcome Email

“We’re excited to have you on as customers - let’s get started…”

Goal Keep the momentum going after kick off

Targeting Buyers and implementation team

Progress/Status Email

“We’ve got few more weeks – here’s what we’ve accomplished”

Goal Implementation Visibility

Targeting Buyers and implementation team

Progress/Status Email

“How are we doing so far?”

Goal Get feedback on experience and improve

Targeting Implementation Lead

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