Customer onboarding

Customer onboarding is the structured process a company runs to take a new customer from a signed contract to the point where they are set up, trained, and getting value from the product. In B2B software it typically spans account configuration, data migration, integrations, user training, and a formal go-live.

Good onboarding is phase-based and shared: both the vendor's team and the customer can see what's done, what's next, and who owns each step. Poor onboarding lives in a spreadsheet only one side can read, which is where deals stall after signing.