enterprise-onboarding

Name: enterprise-onboarding
Author: beingsmit

39stars7forks

How to install enterprise-onboarding?

beingsmit/technical-product-gtm/enterprise-onboarding

$npx -y skills add beingsmit/technical-product-gtm --skill enterprise-onboarding

Installs into the current project.

Summary

Four-phase framework for onboarding enterprise customers from contract to value realization. Use when implementing new enterprise customers, preventing churn during onboarding, or solving the adoption cliff that kills deals post-go-live. Includes the Week 4 ghosting pattern.

Files · 1

View on GitHub

SKILL.md

1	# Enterprise Onboarding
2
3	Four-phase framework for onboarding enterprise customers from contract to value realization. The goal isn't just go-live — it's sustained adoption that doesn't cliff at Week 12.
4
5	## When to Use
6
7	Triggers:
8	- "How do we onboard this enterprise customer?"
9	- "Customer went live but adoption is weak"
10	- "We keep losing customers 3 months after go-live"
11	- "POC to production transition"
12	- "How do I prevent Week 4 ghosting?"
13	- "Customer success onboarding framework"
14
15	Context:
16	- Enterprise or mid-market deals
17	- Complex technical requirements
18	- Multiple stakeholders involved
19	- 30-90 day implementation timelines
20	- Risk of churn during first year
21
22	---
23
24	## Core Frameworks
25
26	### 1. The Week 4 Ghosting Problem (And How to Prevent It)
27
28	The Pattern:
29
30	Week 1: Kickoff call goes great. Everyone's excited.
31	Week 2-3: Technical discovery, requirements gathering. Still good.
32	Week 4: Customer stops responding. Meetings get cancelled. "Too busy."
33
34	What Happened?
35
36	You started customer onboarding before internal alignment on their side.
37
38	Who Owns This Project Internally?
39	- Sales rep? (Already moved to next deal)
40	- Technical champion? (Day job took over)
41	- Executive sponsor? (Delegates, doesn't drive)
42	- Nobody? (This is why they're ghosting)
43
44	The Framework: Internal Owner Validation
45
46	Before kickoff call, answer:
47
48	Who on customer side will:
49	- Attend weekly project meetings? (Not "invited" — will actually show up)
50	- Unblock issues with procurement/legal/security? (Has authority)
51	- Drive adoption with end users? (Has influence)
52	- Escalate when things stall? (Has executive access)
53
54	If you can't name a specific person for each, you don't have a project owner. You have a signed contract with nobody driving it.
55
56	How to Fix It:
57
58	During sales → CS handoff (before customer kickoff):
59
60	Sales rep must identify:
61	- Primary project owner (name, not role)
62	- Their capacity (dedicated or side project?)
63	- Their authority (can they unblock?)
64	- Their motivation (what's in it for them?)
65
66	If there's no clear owner:
67
68	Don't start onboarding yet. Have sales introduce you to economic buyer:
69
70	"Before we kick off implementation, we want to make sure we have the right project owner on your side. In our experience, implementations succeed when someone owns driving this forward week-to-week. Who on your team should we partner with?"
71
72	Common Mistake:
73
74	Assuming someone will own it. Ask explicitly. If they can't name someone, the deal is at risk.
75
76	---
77
78	### 2. The Adoption Cliff (Week 12 Problem)
79
80	The Pattern:
81
82	Go-live happens Week 6. Usage spikes. You celebrate.
83
84	Week 8: Usage plateaus.
85	Week 10: Usage declining.
86	Week 12: Usage down 50% from peak.
87
88	Why This Happens:
89
90	You treated go-live as the finish line. Go-live is the starting line.
91
92	What Drives Sustained Adoption:
93
94	Not: Feature completeness, technical integration, training sessions
95
96	Yes: Ongoing value demonstration, user success stories, expanding use cases
97
98	Framework: Adoption Stages Beyond Go-Live
99
100	Week 1-6 (Implementation): Get it working
101	- Measure: % of technical setup complete
102	- Owner: Technical lead
103
104	Week 6-12 (Initial Adoption): Get people using it
105	- Measure: # active users, frequency of use
106	- Owner: Enablement / DevRel
107
108	Week 12-26 (Sustained Adoption): Prove ongoing value
109	- Measure: Use case expansion, team spread
110	- Owner: Customer success
111
112	Week 26+ (Expansion): Grow within account
113	- Measure: New teams, new use cases, upgrade triggers
114	- Owner: Account executive + CS
115
116	The Handoff That Most Teams Miss:
117
118	Week 6 (go-live) → Week 12 (sustained adoption)
119
120	Most CS teams celebrate go-live and move to next customer. This is when churn seeds get planted.
121
122	What to Do Week 6-12:
123
124	Week 7: First value report
125	"Here's what your team accomplished in the first week: [specific metric]. Here's what good looks like at Week 12: [target]."
126
127	Week 9: User success story
128	"[User name] on [team name] saved [X hours/reduced Y errors] this week. Here's how they're using it."
129
130	Week 11: Use case expansion conversation
131	"You're using us for [primary use case]. Teams like yours also use us for [adjacent use case]. Want to explore?"
132
133	Common Mistake:
134
135	Measuring "go-live completion" instead of "sustained active usage." Go-live is not success. Week 26 retained adoption is success.
136
137	---
138
139	### 3. Pre-Onboarding: Success Is Built Before First Customer Call
140
141	The Pattern:
142
143	Most onboarding failures trace back to pre-kickoff gaps.
144
145	What Gets Missed:
146
147	**Sales didn't brief CS

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6 picks

Type

enterprise-onboarding

39stars7forks

View on GitHub

How to install enterprise-onboarding?

beingsmit/technical-product-gtm/enterprise-onboarding

$npx -y skills add beingsmit/technical-product-gtm --skill enterprise-onboarding

Installs into the current project.

Summary

Files · 1

View on GitHub

SKILL.md

1	# Enterprise Onboarding
2
3	Four-phase framework for onboarding enterprise customers from contract to value realization. The goal isn't just go-live — it's sustained adoption that doesn't cliff at Week 12.
4
5	## When to Use
6
7	Triggers:
8	- "How do we onboard this enterprise customer?"
9	- "Customer went live but adoption is weak"
10	- "We keep losing customers 3 months after go-live"
11	- "POC to production transition"
12	- "How do I prevent Week 4 ghosting?"
13	- "Customer success onboarding framework"
14
15	Context:
16	- Enterprise or mid-market deals
17	- Complex technical requirements
18	- Multiple stakeholders involved
19	- 30-90 day implementation timelines
20	- Risk of churn during first year
21
22	---
23
24	## Core Frameworks
25
26	### 1. The Week 4 Ghosting Problem (And How to Prevent It)
27
28	The Pattern:
29
30	Week 1: Kickoff call goes great. Everyone's excited.
31	Week 2-3: Technical discovery, requirements gathering. Still good.
32	Week 4: Customer stops responding. Meetings get cancelled. "Too busy."
33
34	What Happened?
35
36	You started customer onboarding before internal alignment on their side.
37
38	Who Owns This Project Internally?
39	- Sales rep? (Already moved to next deal)
40	- Technical champion? (Day job took over)
41	- Executive sponsor? (Delegates, doesn't drive)
42	- Nobody? (This is why they're ghosting)
43
44	The Framework: Internal Owner Validation
45
46	Before kickoff call, answer:
47
48	Who on customer side will:
49	- Attend weekly project meetings? (Not "invited" — will actually show up)
50	- Unblock issues with procurement/legal/security? (Has authority)
51	- Drive adoption with end users? (Has influence)
52	- Escalate when things stall? (Has executive access)
53
54	If you can't name a specific person for each, you don't have a project owner. You have a signed contract with nobody driving it.
55
56	How to Fix It:
57
58	During sales → CS handoff (before customer kickoff):
59
60	Sales rep must identify:
61	- Primary project owner (name, not role)
62	- Their capacity (dedicated or side project?)
63	- Their authority (can they unblock?)
64	- Their motivation (what's in it for them?)
65
66	If there's no clear owner:
67
68	Don't start onboarding yet. Have sales introduce you to economic buyer:
69
70	"Before we kick off implementation, we want to make sure we have the right project owner on your side. In our experience, implementations succeed when someone owns driving this forward week-to-week. Who on your team should we partner with?"
71
72	Common Mistake:
73
74	Assuming someone will own it. Ask explicitly. If they can't name someone, the deal is at risk.
75
76	---
77
78	### 2. The Adoption Cliff (Week 12 Problem)
79
80	The Pattern:
81
82	Go-live happens Week 6. Usage spikes. You celebrate.
83
84	Week 8: Usage plateaus.
85	Week 10: Usage declining.
86	Week 12: Usage down 50% from peak.
87
88	Why This Happens:
89
90	You treated go-live as the finish line. Go-live is the starting line.
91
92	What Drives Sustained Adoption:
93
94	Not: Feature completeness, technical integration, training sessions
95
96	Yes: Ongoing value demonstration, user success stories, expanding use cases
97
98	Framework: Adoption Stages Beyond Go-Live
99
100	Week 1-6 (Implementation): Get it working
101	- Measure: % of technical setup complete
102	- Owner: Technical lead
103
104	Week 6-12 (Initial Adoption): Get people using it
105	- Measure: # active users, frequency of use
106	- Owner: Enablement / DevRel
107
108	Week 12-26 (Sustained Adoption): Prove ongoing value
109	- Measure: Use case expansion, team spread
110	- Owner: Customer success
111
112	Week 26+ (Expansion): Grow within account
113	- Measure: New teams, new use cases, upgrade triggers
114	- Owner: Account executive + CS
115
116	The Handoff That Most Teams Miss:
117
118	Week 6 (go-live) → Week 12 (sustained adoption)
119
120	Most CS teams celebrate go-live and move to next customer. This is when churn seeds get planted.
121
122	What to Do Week 6-12:
123
124	Week 7: First value report
125	"Here's what your team accomplished in the first week: [specific metric]. Here's what good looks like at Week 12: [target]."
126
127	Week 9: User success story
128	"[User name] on [team name] saved [X hours/reduced Y errors] this week. Here's how they're using it."
129
130	Week 11: Use case expansion conversation
131	"You're using us for [primary use case]. Teams like yours also use us for [adjacent use case]. Want to explore?"
132
133	Common Mistake:
134
135	Measuring "go-live completion" instead of "sustained active usage." Go-live is not success. Week 26 retained adoption is success.
136
137	---
138
139	### 3. Pre-Onboarding: Success Is Built Before First Customer Call
140
141	The Pattern:
142
143	Most onboarding failures trace back to pre-kickoff gaps.
144
145	What Gets Missed:
146
147	**Sales didn't brief CS

People who liked this also viewed

6 picks

Type