The more clear this is, the more likely a customer is to progress through your plan. Add as much detail as possible for each task.For example, if your phase is “Getting Started” your first task might be “Schedule our Kick-off Call.” Think of the phases as groupings of higher level categories, and the tasks as things that need to be accomplished. Add the phase names and task names for the plan itself.Fill out the information you already know, such as the Customer Name, the plan Coordinator (likely you or the onboarding CSM), and the Point Person (the main point of contact on the customer side.
You’ll make a copy to share with each customer! Make a copy to save this workbook into your own Google Drive - that copy will be YOUR main template.You will get an email with a link to download the template in both Excel and Google Sheets formats.
Put in your email to download the free Mutual Action Plan template on this page.We recommend introducing it as early in the customer journey as possible to provide transparency in the buying process and reduce the impact of frustrating handoffs between sales and onboarding.įor example, once sales starts uncovering customer goals and requirement documenting them in the mutual action plan template can reduce the need for customers to be asked to repeat themselves later. You can share a copy of this mutual action plan template to your customers for them to get a clear picture of the path to success. Set clear expectations about when steps must be completed to hit target dates and communicate the impact of delays.Lay out the foundational steps that moves you and your customers from point A to point B in any phase of the journey to success.Have a standardized record of what has been done and what is left to do.Provide a shared space for collaboration to align on the best path to success.Keep track of who is responsible for the next step in the onboarding journey - whether your team or the customer.
If you are not ready for mutual action plan software for onboarding yet, a mutual action plan spreadsheet can help you: