ABSTRACT
In this chapter, we will look at the process of onboarding customers—in other words, the work conducted to get customers up and running and using our products and services in the days or weeks immediately following their purchase and implementation. The chapter will explain what is meant by onboarding and will review the differences and relative merits of both paid for (i.e., delivered for a fee as professional services) and not paid for (i.e., delivered as a value-added service at no additional charge) approaches to onboarding (Figure 6.1).
