the most important (and most neglected) part of the hiring experience is...onboarding!
yes, the hiring process ends not with an offer accept, but with the actual onboarding of the new hire
🧵on the most important artifacts to onboard a B2B PM
yes, the hiring process ends not with an offer accept, but with the actual onboarding of the new hire
🧵on the most important artifacts to onboard a B2B PM
customer journey map
the repeatable playbook for how an account lands / expands and the GTM + product milestones on that path
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
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
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
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
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
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
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
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?
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)
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)
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
a synthesis of the core motion (across product development and go-to-market) that powers customer value / runs the business
a visual that shows all the bases you'd want to cover 
you can read more via my newsletter (free to subscribe!) runthebusiness.substack.com/p/onboarding-a…
and if you liked this 🧵, please follow me @ibscribe (same handle on IG, but more visual content)
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