What should be clarified before starting the onboarding journey?

Clarifying where the customer wants to go is essential before starting the onboarding journey because it sets the stage for a successful partnership between the customer and the service provider. Understanding the customer's goals, objectives, and desired outcomes allows the Customer Success Manager to tailor the onboarding process, ensuring it aligns with the customer's vision.

By focusing on the customer's end goals, you can develop a personalized plan that directly addresses their needs. This approach fosters a stronger relationship, as it shows that you are invested in their success, and it aligns resources and time appropriately to help them achieve those goals. Having this clear direction also makes it easier to measure progress and success moving forward.

The other options, while important, do not provide the foundational understanding necessary for a successful onboarding experience. Previous experiences can offer context but may not directly inform the path forward. The company's pricing model is essential for understanding the value proposition but is more relevant after establishing goals. Product features and benefits are crucial for implementation but should be introduced in the context of the customer’s specific objectives to be truly effective.