# Customer Onboarding Playbook — Implementation Workbook Version: 1.0 Published: 2026-07-27 Last updated: 2026-07-27 Owner: Rusaka Research Review frequency: Every 6 months ## Decision statement What decision must this workbook support? ________________________________________________________________________________ ## Scope and exclusions In scope: ________________________________________________________________________________ Out of scope: ________________________________________________________________________________ ## Baseline evidence register | Evidence item | Source | Date | Owner | Verified by | Status | |---|---|---|---|---|---| | | | | | | | | | | | | | | | | | | | | | ## Assumption register | Assumption | Rationale | Decision affected | Downside case | Test | Owner | Review date | |---|---|---|---|---|---|---| | | | | | | | | | | | | | | | | ## Options and decision criteria | Option | Outcome | Feasibility | Cost | Time | Risk | Reversibility | Recommendation | |---|---:|---:|---:|---:|---:|---:|---| | | | | | | | | | | | | | | | | | | ## Implementation plan | Phase | Entry evidence | Actions | Owner | Control | Exit evidence | Due date | |---|---|---|---|---|---|---| | 1. Discovery — Customer Onboarding Playbook | | During discovery, use Customer Onboarding Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with audience research, funnel and cohort data, content performance, pipeline quality, customer evidence, and unit economics. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 2. Design — Customer Onboarding Playbook | | During design, use Customer Onboarding Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with audience research, funnel and cohort data, content performance, pipeline quality, customer evidence, and unit economics. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 3. Pilot — Customer Onboarding Playbook | | During pilot, use Customer Onboarding Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with audience research, funnel and cohort data, content performance, pipeline quality, customer evidence, and unit economics. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 4. Scale — Customer Onboarding Playbook | | During scale, use Customer Onboarding Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with audience research, funnel and cohort data, content performance, pipeline quality, customer evidence, and unit economics. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | | 5. Operations — Customer Onboarding Playbook | | During operations, use Customer Onboarding Playbook to coordinate owners, controls, artefacts, and measures through delivery. Start with audience research, funnel and cohort data, content performance, pipeline quality, customer evidence, and unit economics. Name the accountable owner, the evidence reviewer, the decision deadline, and the output that proves this stage is complete. Record exclusions and unresolved questions rather than allowing them to disappear into narrative. The stage closes only when its evidence can be reproduced by someone who did not prepare it. | | | Required output: a phase plan with entry criteria, outputs, owners, and exit evidence. | | ## Measures and thresholds | Measure | Definition | Source | Baseline | Target | Threshold | Owner | Frequency | |---|---|---|---:|---:|---:|---|---| | | | | | | | | | | | | | | | | | | ## Risk and control register | Risk | Cause | Impact | Preventive control | Detective control | Owner | Residual risk | |---|---|---|---|---|---|---| | | | | | | | | | | | | | | | | ## Review checklist - [ ] 1. Architecture and integration: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 2. Risk and compliance: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 3. Economics and value: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 4. Delivery sequencing: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 5. Vendor and partner assessment: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 6. Measurement system: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 7. Quality assurance: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 8. Change management: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 9. Documentation: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 10. Scenario analysis: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 11. Security and resilience: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 12. Data governance: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 13. Capability and resourcing: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. - [ ] 14. Scale readiness: evidence is linked, ownership is named, exceptions are recorded, and the current decision is clear. ## Approval record | Role | Name | Decision | Conditions | Date | |---|---|---|---|---| | Accountable owner | | | | | | Subject-matter reviewer | | | | | | Risk or control reviewer | | | | | ## Authoritative references - https://www.iso.org/standard/71580.html — Authoritative reference 1 for the evidence and standards relevant to Customer Success and Sales Enablement. Confirm the current version and applicability before relying on it. - https://www.oecd.org/competition/ — Authoritative reference 2 for the evidence and standards relevant to Customer Success and Sales Enablement. Confirm the current version and applicability before relying on it. - https://www.ftc.gov/business-guidance — Authoritative reference 3 for the evidence and standards relevant to Customer Success and Sales Enablement. Confirm the current version and applicability before relying on it. ## Related Rusaka resources - https://www.rusaka.com/resources/playbooks - https://www.rusaka.com/resources/templates/qbr-template - https://www.rusaka.com/resources/frameworks/sales-enablement-framework - https://www.rusaka.com/resources/playbooks/erp-migration-playbook - https://www.rusaka.com/resources/playbooks/fraud-detection-playbook - https://www.rusaka.com/resources/calculators/pipeline-coverage-calculator - https://www.rusaka.com/resources/glossary/customer-success-metrics-library - https://www.rusaka.com/resources/guides/customer-success-guide ## Important limitation This educational workbook does not replace legal, investment, tax, accounting, security, clinical, regulatory, or other qualified professional advice. Confirm current requirements and obtain formal organisational approval where applicable.