Productivity
Design customer onboarding
A 30, 60 and 90 day plan per segment, with the checks that catch a stall.
Fill it in
What a customer has to do to get value.
Which tiers to plan for.
What tells you it is going wrong before the renewal does.
Your prompt
Design onboarding for: smb, mid. [the product] Work backwards from the moment the customer gets value, and name it precisely. Everything before it is overhead and should be removed or automated; everything after it is expansion. Most onboarding plans are a sequence of meetings with no agreed definition of what they are for. Define the STALL signals: what tells you this is going wrong in week three rather than at the renewal. No second user invited, no data imported, the champion gone quiet. Each needs a named response. Differentiate genuinely by segment. Self-serve onboarding with a call bolted on is not enterprise onboarding, and enterprise process applied to SMB is why they churn. Say who owns each step and what the customer has to do.
Use Design customer onboardingOpens with everything above already filled in.
Why this works
Most onboarding is a sequence of meetings with no agreed definition of what they are for. This names the moment a customer gets value and works backwards, and defines the stall signals that tell you in week three rather than at the renewal.