View the TAM Handbook homepage for additional TAM-related handbook pages.
Customer Onboarding is the beginning phase of the customer lifecycle.
Onboarding Pilot: We are also piloting in Q4 of FY21 an onboarding experience for a cohort of customers in the Commercial book of business. For these customers, a Call To Action (CTA) is triggered within Gainsight
For both use cases above, a CTA is created for the TAM Manager if the TAM field is not populated. Once populated, an Onboarding CTA is kicked off for the TAM. The Onboarding CTA creates a Playbook with guided steps for the next several weeks.
The CTA guides the TAM through the initial customer engagement. The tasks and associated content are as follows:
Use the Gainsight TAM Dashboard and the Customer Onboarding Dashboard to manage customers currently in Onboarding.
While an Onboarding CTA is an automated process, it can also be created manually by going to the Cockpit, clicking
+ CTA and then choosing the Onboarding playbook.
During Onboarding, the TAM should also review the fields in the C360 to create a full picture. Here are a few examples:
The Time to Value KPIs are developed to help us understand key facts about how we are serving our customers, and how we could improve. Below are the processes for how TAMs should update and track their Time to Value KPIs. For definitions, please see Time to Value KPIs. For data visualization, see Customer Onboarding Dashboard.
Goal: 14 days. Time to Engage is calculated by taking the days between Salesforce's
Original Contract Date and subtracting the date of the first Timeline call or meeting entry. Example: Original Contract Date is 2020-01-01 and the first call was 2020-01-12, then it would be 11 days.
Goal: 30 days Time to First Value is calculated by taking the
Original Contract Date and subtracting
First Value Date, which is a manual input on the customer's Attributes section of the C360.
First Value Date
Goal: 45 days Time to Onboard is the difference between
Original Contract Date and the date the Onboarding CTA is closed. For example, the
Original Contract Date is 2020-08-15 and the Onboarding CTA was closed on 2020-09-20, the Time to Onboard would be 36 days.