Guides
How to run a customer onboarding call
The short answer
Open by confirming why the customer bought and what success looks like for them. Agree measurable goals, walk through setup and training steps, identify their owners and any blockers, and finish with a dated plan and the next check-in. Send a written summary the same day.
Step by step
- 1
Confirm their goals
Why they bought and what they need to see in the first 90 days.
- 2
Agree success measures
Specific, measurable outcomes.
- 3
Plan setup and training
Steps, dates and who's involved on both sides.
- 4
Name owners
A main contact and an executive sponsor on their side.
- 5
Book the next check-in
Before you hang up.
Common mistakes
- Repeating discovery questions sales already asked.
- Training before goals are clear.
- No named owner on the customer side.
Free templateCustomer onboarding call templateCopy the template
With Acta
Acta records the call and writes the goals, owners and next steps for both teams.
Try Acta free for 15 daysQuestions
What is customer onboarding?
The process of getting a new customer set up and seeing value from your product.
Who should run onboarding calls?
Usually customer success or an onboarding specialist, with the salesperson joining the first call.