Customer Onboarding

Overview

First 30 days determine years 2 and 3. The mistake: treating onboarding as a handoff email ("here's your login, good luck") instead of a structured program that delivers measurable value in week 1. Customers who achieve their "first value moment" within 7 days retain at 3x the rate of those who take 30+ days. This skill covers onboarding architecture by segment, sales-to-CS handoff, kickoff calls, activation milestones, and the metrics to prove it works.

Lifecycle stage: Activation (stage 3). Canonical index → references/gtm-lifecycle-stages.md.
Activation deep-dive (TTA benchmarks, experiments, audit) → references/activation-playbook.md.

When to Use