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Onboarding to value playbook

Skill nthnclrk/enablement-skills/skills/onboarding-to-value-playbook

Build customer onboarding-to-value playbooks that get customers to observable first value and reduce early churn risk. Use when asked to map implementation milestones, handoffs, adoption signals, value events, or early customer outcomes. For internal seller onboarding, use onboarding-program-builder.From its SKILL.md

Install
npx -y skills add nthnclrk/enablement-skills --skill onboarding-to-value-playbook

Assembled from the repository path, not quoted from the project. Check it against their README if it does not work.

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SKILL.md

4.3 KB, as published. Nobody here has run it

Onboarding to value playbook

Get a customer to first value by segment. This is customer onboarding, not seller ramp.

A good playbook names the first observable value event, who confirms it, and the few milestones that make it happen. If the user wants new-hire seller ramp, use onboarding-program-builder. If they want a partner pack, use partner-enablement-package.

First value. "Mid-market assisted: the ops owner closes their first exception from the new queue without a workaround. Evidence: product event plus customer confirmation in the week-2 review."

Not value. "Users provisioned. Kickoff held. Admin logged in twice."

If setup completion is being sold as time-to-value, rewrite it.

Confirm Inputs First

Ask only for the inputs that change the journey:

  1. Customer segment and motion: self-serve, assisted, enterprise
  2. Desired first-value outcome, the observable event that would prove it, and any customer-agreed horizon
  3. Measurement clock: start event, end event, pauses, window, owner
  4. Implementation constraints and sales-to-CS-to-services handoffs
  5. Known early-risk patterns and commercially critical checkpoints

If a baseline, SLA, or horizon is missing, leave it TBD. Do not invent usage thresholds, TTV targets, or pricing.

Read The Right Reference

Read references/ttv-playbook-framework.md before setting value events, milestones, or risk triggers. Skip it if the user already defined first value and only wants the operating cadence.

Default Workflow

  1. Define first value, not first login. Actor, observable result, evidence source, acceptance criteria, who confirms. Setup and login are activation unless the customer agreed they are the outcome. Done when you can say what "they got value" looks like in one sentence.
  2. Set the clock. Start event, end event, pauses, owner. Do not default the start to kickoff when contract activation, provisioning, or data-ready governs the work. An unagreed horizon is proposed, not promised.
  3. Segment the journey. Depth and support intensity change by self-serve, assisted, and enterprise. Done when the same playbook is not being forced on every segment.
  4. Work backward from the value event. Only the enabling activation, adoption, and outcome milestones needed. Each has owner, output, due window, and acceptance criteria.
  5. Make handoffs inspectable. Who owns the transition and what context must transfer. Sales-to-CS is not "the deal closed."
  6. Attach early-risk controls. Qualitative triggers unless a threshold comes from the customer, an SLA, historical segment data, or a measured baseline. Numeric invention stays TBD.
  7. Split the two views. Customer-visible plan: milestones, owners, due windows, success checks. Internal plan: risk, escalation, caveats. Keep dates aligned.
  8. Set cadence to the horizon. Check-ins follow dependencies and risk, not a blanket weekly calendar.
  9. Hook renewal and expansion later. Readiness checks from the contract horizon and demonstrated value. Do not bolt on an upsell track during first-value work. For reusable renewal plays, use renewal-and-expansion-enablement.

Output Contract

Return a playbook CS and services can run by segment:

  • First-value definition and time-to-value clock
  • Journey map with milestones and owners
  • Customer-visible plan and internal control plan
  • Milestone acceptance criteria
  • Risk triggers with response plays
  • Leading indicators with sourced or TBD thresholds
  • Renewal or expansion handoff hooks
  • Assumptions, if you had to make any

Do not write a seller ramp plan, a named-account MAP, or a QBR.

Quality Bar

  • A CSM can tell first value from activation in one sentence.
  • The journey changes by segment.
  • Customer-visible and internal views stay consistent on dates.
  • No invented TTV targets, usage metrics, SLAs, or pricing.
  • Each value event is observable, source-linked, and distinct from setup.
  • Risk triggers fire early enough to intervene before churn.
  • The playbook refused seller onboarding.

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