What should be established first to successfully guide a customer through the onboarding process?

Establishing the customer's current status is crucial in the onboarding process because it allows the Customer Success Manager to tailor the onboarding experience to the specific needs, goals, and challenges of the customer. By assessing where the customer currently stands—such as their familiarity with similar products, their existing systems, and their specific business objectives—the CSM can create a more personalized and effective onboarding plan.

Understanding the customer's current status also aids in identifying any gaps that need to be addressed during onboarding, ensuring that the customer receives the necessary information and support to maximize product adoption. This foundational understanding sets the stage for all subsequent steps in the onboarding process, such as discussing product features or team resources, and ultimately leads to a smoother transition into using the product.