Last week, I (as a new-ish hire) was asked by a teammate what artifacts I had found particularly useful in my first few weeks. More specifically, what research had I expected to be available that wasn’t. Since I’d been cataloging my onboarding findings, I had a list handy. And in my efforts to learn Miro, I decided to make a quick visual out of it:
A dozen of these I find critical when you’re ramping up on a SaaS product, so let’s dig into those
customer journey map - the repeatable playbook for how an account lands / expands and the GTM + product milestones on that path
customer maturity model - a bucketing of the account base along clear lines of “readiness” for different parts of the product portfolio
product portfolio overview - breakdown of the core product, key add-ons, and complementary modules along with canonical use cases for each
use case matrix - all the recurring usage patterns for the product, potentially broken down by industry / department verticals
key differentiators - structural, foundational product investments that cannot be easily copied by the competition in a reasonable timeframe
customer health model - usually a RED / YELLOW / GREEN categorization based on certain usage levers / adoption milestones
north star primer - what key metric the product org is focused on, how it’s calculated, what the drivers are, and how it ladders up to customer value
user adoption lifecycle - what are the key aha! moments for things to click
lost report - what are the recurring reasons we lose deals that came in as qualified leads?
professional services playbook - what steps do implementation consultants take to get a customer onboarded onto product (usually 30/60/90 view)
personas in play - who are the key players in the purchase, implementation, adoption, expansion, and renewal cycles (users / consumers / influencers)
company loop / product flywheel - a synthesis of the core motion (across product development and go-to-market) that powers customer value / runs the business
I’d love to hear from readers on what artifacts in their business / function / industry they consider must-haves for onboarding new hires - please chime in via comments👇. And if you enjoyed this post, please consider subscribing.
further reading / references
you tell me!
childish drawing / interpretation