Customer On-boarding in Practice

A short "lightning talk" I gave at the 2012 Scandinavian Developer Conference in Gothenburg. Brings up three simple things I've learned from my experience working with customer on-boarding at the B2B SaaS company Burt.

1. $6450.&3
   0/#0"3%*/(
   */
   13"$5*$& &SJL
   'SJTL
   !FSJLGSJTL
   
   FG!FSJLGSJTLDPN
2. ,OPX -JLF 5SVTU 5SZ #VZ 3FQFBU 3FGFS }0/#0"3%*/(
3. *O
   UIF
   OFYU
   
   NJOVUFT w.F
   BOE
   XIBU
   *
   EP w%FBMJOH
   XJUI
   DVTUPNFST wl%FMJWFSBCMF
   1SPEVDUz w5IF
   POCPBSEJOH
   UFBN
5. ##
   &OUFSQSJTF 4BB4
7. Exploration adventure!
8. 
   #63/*/( *446&4 
9. 1 $6450.&3
   &/$06/5&34
10. &91&$5"5*0/4 .BOBHJOH 6OEFSTUBOEJOH
11. (&5
    1&340/"-
12. 2 l%&-*7&3"#-& 130%6$5z
13. $BO
    ZPVS
    
    
    
    
    
    
    
    
    
    
    
    SFQT
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    
    XJUIPVU
    UIF
    BJE
    PG
    B
    EFWFMPQFS sales/support/delivery upgrade a customer account/ do customer-speci c integrations
14. $)".1*0/
    5)& l%&-*7&3"#-& 130%6$5z
15. 3 5)&
    0/#0"3%*/(
    5&".
16. $6450.&3
    1&3$&15*0/
    
    3&"-*5:
17. 
    UZQFT
    PG
    QFPQMF
    Š
18. 3&-"5*0/4)*1 1&01-& Get personal
19. Championing the “Deliverable Product” $3044$0.1&5&/$&
    130+&$5
    ."/"(&34
20. w(SBC
    B
    DPGGFF
    XJUI
    B
    DVTUPNFS
    XJUIPVU
    BO
    BHFOEB w4DIFEVMF
    B
    XPSLTIPQ
    UP
    RVFTUJPO
    JG
    ZPVS
    QSPEVDU
    JT
    EFMJWFSBCMF w1JOQPJOU
    ZPVS
    lSFMBUJPOTIJQ
    QFPQMFz
    BOE
    ZPVS
    lDIBNQJPOT
    PG
    EFMJWFSBCMF
    QSPEVDUz 5BLFBXBZT
21. &SJL
    'SJTL
    !FSJLGSJTL FG!FSJLGSJTLDPN