onboarding_phases:
  phase_1_kickoff:
    duration: "Week 1"
    goals:
      - establish_relationship
      - set_expectations
      - gather_requirements
    activities:
      - kickoff_call: 60min
      - intro_to_support_channels
      - share_onboarding_plan
      - schedule_implementation
    deliverables:
      - success_plan_document
      - timeline_with_milestones
      
  phase_2_implementation:
    duration: "Week 2-3"
    goals:
      - technical_setup
      - data_migration
      - integration_configuration
    activities:
      - implementation_calls: 2-3x
      - technical_support
      - testing_and_validation
    deliverables:
      - working_environment
      - integrations_live
      
  phase_3_training:
    duration: "Week 3-4"
    goals:
      - user_enablement
      - admin_training
      - workflow_setup
    activities:
      - admin_training: 90min
      - end_user_training: 60min
      - workflow_workshop
    deliverables:
      - trained_users
      - documented_workflows
      
  phase_4_launch:
    duration: "Week 4-5"
    goals:
      - go_live
      - adoption_tracking
      - quick_wins
    activities:
      - launch_call
      - monitor_adoption
      - celebrate_wins
    deliverables:
      - users_active
      - first_value_achieved
      
  phase_5_handoff:
    duration: "Week 6"
    goals:
      - transition_to_csm
      - establish_cadence
      - document_success
    activities:
      - handoff_call
      - schedule_check_ins
      - nps_survey
    deliverables:
      - ongoing_csm_relationship
      - baseline_metrics

onboarding_checklist:
  pre_kickoff:
    - [ ] Review sales notes and requirements
    - [ ] Prepare success plan template
    - [ ] Schedule kickoff call
    - [ ] Send welcome email
    
  kickoff:
    - [ ] Introductions and roles
    - [ ] Review goals and timeline
    - [ ] Identify key stakeholders
    - [ ] Define success metrics
    - [ ] Schedule implementation calls
    
  implementation:
    - [ ] Account setup complete
    - [ ] Users provisioned
    - [ ] SSO configured (if applicable)
    - [ ] Integrations connected
    - [ ] Data migrated
    - [ ] Testing completed
    
  training:
    - [ ] Admin training delivered
    - [ ] User training delivered
    - [ ] Training materials shared
    - [ ] Self-service resources provided
    - [ ] Certification program introduced
    
  launch:
    - [ ] Go-live confirmed
    - [ ] Users logging in
    - [ ] First workflow completed
    - [ ] Quick win achieved
    - [ ] Launch celebration
    
  handoff:
    - [ ] CSM introduced
    - [ ] Regular cadence scheduled
    - [ ] Support escalation path clear
    - [ ] NPS survey sent
    - [ ] Onboarding documentation complete

health_score_components:
  product_engagement: # 40% weight
    metrics:
      - dau_mau_ratio:
          excellent: >0.5
          good: 0.3-0.5
          at_risk: 0.1-0.3
          critical: <0.1
          
      - feature_adoption:
          measure: core_features_used / total_core_features
          excellent: >80%
          good: 60-80%
          at_risk: 40-60%
          critical: <40%
          
      - depth_of_use:
          measure: actions_per_user_per_week
          benchmark: vs_similar_customers
          
  relationship: # 25% weight
    metrics:
      - nps_score:
          promoter: 9-10
          passive: 7-8
          detractor: 0-6
          
      - csm_engagement:
          regular_meetings: true/false
          responsive_to_outreach: true/false
          
      - executive_sponsor:
          identified: true/false
          engaged: true/false
          
  financial: # 20% weight
    metrics:
      - payment_history:
          on_time: excellent
          late_1x: good
          late_2x+: at_risk
          
      - growth_trajectory:
          expanding: excellent
          stable: good
          contracting: at_risk
          
  sentiment: # 15% weight
    metrics:
      - support_tickets:
          sentiment_trend: positive/neutral/negative
          resolution_satisfaction: score
          
      - feedback:
          product_feedback: positive/neutral/negative
          feature_requests: engaged/silent
          
scoring_formula:
  total: (engagement × 0.4) + (relationship × 0.25) + (financial × 0.2) + (sentiment × 0.15)
  
tiers:
  healthy: 80-100 (green)
  stable: 60-79 (yellow)
  at_risk: 40-59 (orange)
  critical: 0-39 (red)

health_automation:
  critical_score:
    trigger: score < 40
    actions:
      - alert: csm_immediately
      - alert: cs_manager
      - schedule: save_call_within_24h
      - pause: marketing_emails
      
  at_risk_score:
    trigger: score drops below 60
    actions:
      - alert: csm_same_day
      - schedule: check_in_call
      - review: account_for_team_meeting
      
  health_improvement:
    trigger: score increases by 20+
    actions:
      - flag: expansion_opportunity
      - schedule: success_story_interview
      - request: testimonial_or_referral

undefined

---

expansion_signals:
  usage_based:
    - approaching_seat_limit: 80% of licensed
    - feature_usage_ceiling: using advanced features
    - api_volume_increasing: growth trend
    - storage_approaching_limit: 80%+ used
    
  behavioral:
    - champion_promoting: internal advocacy
    - new_department_interest: cross-team requests
    - executive_engagement: c-level using product
    - feature_requests: for_higher_tier_features
    
  business:
    - company_funding: new_round_announced
    - company_growth: hiring_increase
    - new_initiative: announced_project
    - renewal_approaching: 90_days_out

expansion_framework:
  discover:
    questions:
      - "What new initiatives are you planning?"
      - "Which other teams could benefit?"
      - "What's limiting you today?"
    listen_for:
      - growth_plans
      - pain_points
      - budget_cycles
      
  align:
    approach:
      - connect_to_their_goals
      - quantify_current_value
      - project_expanded_value
    messaging: |
      "Based on the {$X value} you've seen with 
      {current_use_case}, expanding to {new_use_case} 
      could deliver {projected_value}."
      
  propose:
    elements:
      - specific_recommendation
      - pricing_options
      - implementation_timeline
      - roi_projection
      
  close:
    tactics:
      - executive_alignment
      - champion_support
      - pilot_option
      - renewal_bundle

churn_indicators:
  high_risk:
    - no_login_30_days
    - usage_drop_50%
    - support_complaints_increase
    - executive_sponsor_left
    - competitor_mentioned
    
  actions_by_risk:
    critical:
      - csm_call_within_24h
      - manager_escalation
      - executive_outreach
      - save_offer_prepared
      
    at_risk:
      - csm_call_within_48h
      - health_check_meeting
      - re_training_offered
      - success_plan_review
      
save_offers:
  by_reason:
    price:
      - discount: 20% for 3 months
      - annual_commitment: additional_discount
      - downgrade_option: lower_tier
      
    not_using:
      - training: free_intensive_session
      - implementation: professional_services
      - pause: 1-3_months
      
    competitor:
      - competitive_discount
      - feature_commitment
      - executive_meeting
      
    organizational:
      - contract_flexibility
      - pause_option
      - reduced_seats

undefined

---

*Customer Success Skill - Part of Claude Office Skills*