Onboarding

Customer Onboarding is the structured process of transitioning a newly signed customer from contract execution to productive, confident use of a product — including initial system setup, data configuration, user training, and achievement of defined early success milestones. The onboarding experience has an outsized impact on long-term customer health: customers who achieve value quickly and feel supported through initial complexity demonstrate significantly higher retention and expansion rates than those who struggle without guidance. CRM tracks onboarding progress through project milestones, task assignments, and health score updates — giving customer success teams visibility into which new customers are on track and which are at risk of a poor early experience that may never fully recover.