Section 5: Final Summary

As one of the leading companies in customer onboarding, we often find ourselves explaining the differences (and similarities) between customer onboarding and customer success. Our survey results showed that there’s still some confusion and overlap between the two, but organizations are plowing ahead in many similar ways as the definitions for each category/segment become clearer.


If someone buys/uses something you sell/provide, then they’re a customer and you should pay attention to their success as the best way to guarantee your success. A host of research has proven that getting the onboarding process right at the beginning of the relationship is the best way to do that.


It’s a journey that requires constant improvement. It’s never done.”

“It’s not rocket science. Put yourself in the customers’ shoes and test your process over and over. In fact, we use our customer onboarding process to train new staff on our product.”

Want more information on onboarding and customer success best practices?

Check out our recent eBook (co-authored with Gainsight) Perfecting Your Handoffs, which outlines how to get to best practices for streamlining the handoffs between sales, customer onboarding and customer success teams.

Previous section: Customer Onboarding

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