Map the customer journey from signup to value realisation. Create 30-60-90 day milestones. Build automation that delivers consistent onboarding. Develop resources customers use to get wins fast.
Onboarding journey design prevents churn. Map the first 90 days with clear milestones: setup complete in week 1, first value in week 4, full adoption in week 8 and expansion conversation in week 12.
30-60-90 day timelines structure onboarding. Days 1-30 focus on setup and quick wins, days 31-60 drive adoption and feature usage, days 61-90 optimise workflows and identify expansion opportunities.
Onboarding automation scales customer success. Set up email sequences for each milestone, create task templates for CSMs, trigger check-ins based on usage data and alert when customers fall behind.
Onboarding resources reduce support burden. Record Loom walkthroughs for key features, build a knowledge base in Notion or Trainual and create checklists that guide customers through setup.
Onboarding metrics predict churn. Track time to first value, feature adoption rate by day 30, login frequency, support ticket volume and NPS at day 30. Flag at-risk accounts early.
Use what you already have. But if you're starting from scratch or want recommendations, these are the tools I use with clients and personally rely on. Consider this a bonus: helpful if you need it, completely optional if you don't.
All in one workspace for docs, wikis and lightweight databases, ideal for playbooks and knowledge.
All in one CRM with marketing, sales and service, strong when you want one system that teams adopt.
Messaging platform with fine control over events and segments, good for product led journeys and complex triggers.
Video recording for updates and walkthroughs that beats meetings when you need clarity without a call.
Process tool for repeatable checklists with form fields and automations, good for onboarding and QA.
Project management that keeps work clear with boards, timelines and templates, good for campaign planning and cross team coordination.
The books that shaped how I think about growth. Read summaries here, then buy what resonates. Learn from the best thinkers in B2B.
Get prospects to book calls with clear value propositions. Set up booking pages that reduce friction. Cut no-shows with reminders. Structure discovery calls that qualify. Follow up to keep momentum.
See playbook
Learn pricing strategy fundamentals beyond cost-plus. Implement value-based pricing tied to outcomes. Design Good-Better-Best tiers. Package features so buyers self-select. Present pricing that reduces sticker shock.
See playbook
Optimise your profile so it converts visitors to leads. Warm up your network before posting. Build a content calendar that keeps you ahead. Write posts that drive action. Time publishing to maximise reach.
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Plan course structure that moves students from problem to solution. Script lessons clearly. Record with simple equipment. Edit efficiently. Package for platforms like Thinkific or Teachable.
See playbook
Build proposal structure that wins. Present pricing effectively with clear tiers. Create reusable templates with dynamic fields. Automate generation from CRM. Track when prospects open proposals.
See playbook
Create battle cards that position you against competitors. Develop case studies that prove results. Build ROI calculators. Write objection handling scripts. Design sales decks that advance deals.
See playbook
