Customer onboarding framework template

What happens after you bag that brand new customer? Nothing? Then they might not be around as long as you’d hoped.

First impressions count and a solid onboarding process ensures everyone gets off to a good start and has everything they need to rinse all the value out of your product - and stick around.

Our customer onboarding framework is designed to help you create an engaging, seamless, and personalized onboarding experience from day one. With clear steps, strategic messaging, and tailored timelines, this framework helps you build a strong foundation for lasting customer relationships, reduce churn, and promote product adoption.

How to use the customer onboarding framework

Effective onboarding is key to customer success, and this framework guides you through every stage. From introductory greetings to proactive support touchpoints, our framework ensures your new customers feel welcomed, informed, and motivated to make the most of your product.

Each step is crafted to keep customers engaged, promote ongoing usage, and maximize the value they see in your solution.

Step-by-step guide to the framework

1. Start strong: Build a relationship right from the start with a warm, personalized introduction that sets expectations and builds trust.
2. Support and guide: Provide easy-to-follow tutorials, key contacts, and feature highlights to help customers navigate your product confidently.
3. Engage and retain: Use targeted check-ins, reminders, and encouragement for ongoing feature usage to keep customers engaged and satisfied.
4. Drive results: Tactically nudge customers towards meaningful actions and upgrades, ensuring they realize the full value of your product.

Download your customer onboarding framework

Onboarding framework

Google Docs