| name | onboard-a-customer |
| description | Build and coordinate a customer onboarding path from accepted goals, stakeholders, commitments, product setup, milestones, risks, and ownership. Use after a sale or expansion when Customer Success needs to turn what was promised into a practical plan without silently changing access, configuration, or commercial terms. |
Onboard a Customer
Turn the accepted customer outcome and commitments into an owned path to first value. Reconcile what
was sold, what the customer expects, and what the product and team can currently deliver.
1. Understand the customer outcome
Establish the account, product or scope purchased, business goals, users, stakeholders, target
dates, success measures, constraints, and immediate next milestone. Use approved sales notes,
contract or order context, solution design, prior meetings, email, CRM, and implementation records.
Separate signed terms, accepted commitments, informal discussion, assumptions, and open questions.
Do not turn an optimistic sales note into a product or delivery commitment.
2. Reconcile readiness and gaps
Check the people, data, access, configuration, integration, training, change-management, and support
dependencies required for the agreed outcome. Identify what the customer owns, what the team owns,
and what needs specialist input.
Keep sensitive credentials and customer data in the accepted systems. If access, security, privacy,
legal, billing, or custom technical work is unclear, route it to the right owner before presenting
the plan as ready.
3. Build the onboarding path
Create a practical plan around customer value rather than a generic product tour. Include:
- the accepted outcome and success measures;
- stakeholders, owners, and communication path;
- milestones, dependencies, and target dates;
- setup, integration, data, training, or adoption work that is genuinely needed;
- risks, assumptions, decisions, and escalation paths; and
- the first value checkpoint and evidence that will show progress.
Adapt to the customer's pace and implementation model. Do not invent a fixed 30/60/90-day plan
unless it fits the real onboarding.
4. Prepare the next interaction and actions
Use strawberry/operations/prepare-for-meetings for the kickoff or customer conversation, carrying
the accepted goals, stakeholder context, open decisions, and onboarding plan. Use
strawberry/operations/debrief-a-meeting afterward to preserve decisions and commitments.
Draft the plan, agenda, recap, tasks, and customer communication as useful. Sending, scheduling,
inviting, changing access, configuring the product, moving customer data, updating records, and
altering commercial terms are separate actions under active scoped permission.
5. Track progress and learn
Return an onboarding view with current milestone, achieved value, blockers, ownership, next
customer and internal actions, and missing evidence. Verify completed external actions and keep the
customer informed using accepted commitments rather than invented dates.
Use strawberry/customer-support-success/review-customer-health once onboarding needs to become an
ongoing view of outcomes, adoption, relationships, support experience, and risk. Preserve the
accepted onboarding method only after it works; a Routine should surface changed milestones and
exceptions, not silently change the plan.
