The customer signs a contract or creates an account. A warm welcome email, kickoff call (for enterprise), and clear "what happens next" set expectations and reduce anxiety.
The customer configures the product: importing data, connecting integrations, setting up team members, and customizing settings. In-app checklists and guided tours are most effective here.
The customer completes their first meaningful outcome in the product. This is the make-or-break moment. Customers who reach first value within 7 days retain at 3-4× the rate of those who don't.
The customer uses the product regularly and discovers additional features. NPS surveys, feature announcements, and contextual tips drive deeper adoption and expansion revenue.
A formal QBR or check-in at 30/60/90 days reviews value delivered against success criteria agreed at kickoff. This is where renewals are won or lost.
Guidez handles the in-product layer of customer onboarding — tours, checklists, and AI guidance that guide users to value independently. CSMs use Guidez to build onboarding experiences without engineering support. HubSpot and Salesforce integrations mean every onboarding event is visible in your CRM.