Template

Customer onboarding call template

The first call after somebody buys: what they want to get done, who needs setting up, and the first result to aim for.

45 minutesFor Customer success and implementation teamsAgenda room
Change the agenda first

The agenda, with a time for each part

  1. What you bought this for8 min
    • What made you decide to buy now?
    • What should be different in a month?
  2. Who will use it7 min
    • Who needs an account today, and who decides how it is set up?
  3. Set up the first piece together15 min
    • Can you share your screen and do it while I watch?
  4. The first result, and when10 min
    • What is the first thing you will show your boss?
  5. How to reach us5 min
    • Who do you write to when something breaks?

How the notes read afterwards

A made-up example, so you can see the shape. In a real call each line carries the words that were said and who said them.

Bought for. Cutting the time managers spend reading call notes.

Set up. Calendar connected, first three meetings moved over, on the call.

First result. Friday's team meeting recorded and its recap sent to the whole team.

Running it well

Ways to change it

Self-serve customerTwenty minutes: what they want to get done, one thing set up together, and where the help pages are.
A big rolloutSplit it in two: this call with the person in charge, and a second with the people who will use it.

When to skip it. When they are already using it well. Send a short note asking if they want one, instead of booking it for them.

Questions

What happens on an onboarding call?

You find out what the customer wants to get done, set up the first piece with them, and agree the first result and a date for it.

How long should onboarding take?

The first call is forty-five minutes. Getting to the first real result should take days, not weeks.

What happens in the room

Everybody joins from the link, with no account. The agenda sits beside the call and each item fills in with what was said about it, under the name of the person who said it.

More templates

Sales demo callShow the three things they said they care about, on their own example, and agree what happens next.Vendor evaluation callYou are the buyer: the same questions for every supplier, so the answers can be compared afterwards.Sales pipeline reviewDeal by deal: what changed this week, what is stuck, and what the next step is.Weekly sales meetingThe whole sales team, once a week: the number, what was won and lost, and one thing everybody gets better at.Client kickoff meetingThe first meeting with a new client after they sign: what success looks like to them, who does what, and how you will keep in touch.Renewal callA few weeks before a contract ends: what the customer got from it, what they want next, and whether they stay.Sales discovery callLearn how they work today, what they have tried, and what a good outcome is — before pitching anything.Client check-inWhat changed, how it is going against the goals you agreed, and what is next.

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