# Customer Onboarding CRM Playbook | 121 CRM > Move a new customer from agreement to a clear, owned start with the information, access and expectations they need. A fictional consultancy opens an onboarding journey after a signed agreement, not merely after a sales-stage change. This playbook turns that kind of situation into an owned sequence with explicit stop points, exceptions and measures. Use only channels, data and capabilities approved for your setup. ## Customer onboarding: the working sequence Illustrative playbook — names, organisations and activity are fictional. ## Capabilities explained ### Contacts Stores a person or lead with contact details, activity, ownership and related records. **How it works:** Stores or organises supported business data under configured fields, permissions and record rules. **Why a business would use it:** Gives a team one place to understand who a customer is and what has happened. **Limitations:** The platform does not make imported, duplicated or incomplete data accurate without review. **Human responsibility:** A data owner must define the record model and resolve quality, ownership and access exceptions. ### Opportunities Represents a potential sale or deal linked to a contact, value, owner and pipeline position. **How it works:** Tracks a potential deal, stage, owner or task using configured pipeline and record rules. **Why a business would use it:** Shows which customer conversations are active commercial work rather than general contacts. **Limitations:** Pipeline position is only reliable when users and workflows update it consistently. **Human responsibility:** A responsible owner must qualify the deal, choose next actions and resolve stale or disputed status. ### Tasks Creates assigned, dated and optionally recurring actions against contacts or opportunities. **How it works:** Tracks a potential deal, stage, owner or task using configured pipeline and record rules. **Why a business would use it:** Turns the next step into owned work instead of leaving it inside notes or inboxes. **Limitations:** Pipeline position is only reliable when users and workflows update it consistently. **Human responsibility:** A responsible owner must qualify the deal, choose next actions and resolve stale or disputed status. ### Workflow builder Combines a start event with an ordered sequence of configurable actions. **How it works:** Runs an ordered sequence only after its configured trigger and conditions are met. **Why a business would use it:** Turns a repeatable customer process into a visible, reviewable flow. **Limitations:** Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service. **Human responsibility:** A process owner must approve, test, monitor and pause or correct faulty automation. ## Begin with a valid trigger, enough context and one owner A customer has accepted the approved offer and the business confirms the onboarding entry criteria. Before any automated action, confirm that the event, customer record and communication basis are suitable for this playbook. ### Trigger A customer has accepted the approved offer and the business confirms the onboarding entry criteria. ### Practical scenario A fictional consultancy opens an onboarding journey after a signed agreement, not merely after a sales-stage change. ### Accountable owner Name the person or queue that accepts the work, monitors exceptions and can stop the sequence. ## Run the customer onboarding playbook step by step Each step should leave evidence a colleague can understand. Timing and channels should follow the customer context rather than a generic high-pressure cadence. ### 1. Confirm the handover Check scope, commercial approval, owner and any unresolved sales promises. ### 2. Welcome with a plan Explain contacts, milestones, information requests and the route for questions. ### 3. Collect information safely Request only necessary data through the approved channel. ### 4. Create operational tasks Assign setup, review and customer actions with due dates. ### 5. Review readiness A person confirms that prerequisites are met before service delivery starts. ## Stop the normal route when the facts change Exceptions are part of the process, not failures to be hidden. Route them to a person with the authority and context to decide what happens next. ### Scope mismatch Pause and resolve the promise rather than pushing the customer through a standard checklist. ### Missing or sensitive information Use the approved secure route and clarify why it is needed. ### Delayed customer action Adjust dates transparently and avoid repetitive automated chasing. ## Measure whether the work became safer and clearer Use measures that reveal ownership, service quality and control. Counts of messages, tasks or workflow runs are supporting signals, not proof of customer value. ### Onboardings with a named owner and plan Check completeness at entry. ### Milestones completed on time Separate customer, business and dependency delays. ### Early questions and exceptions Use them to improve instructions and handover. ## Frequently asked questions ### When should the customer onboarding playbook start? A customer has accepted the approved offer and the business confirms the onboarding entry criteria. Confirm the record is eligible and that a named owner or monitored queue is available before allowing customer-facing action. ### Which channels should the customer onboarding playbook use? Use only configured channels that suit the purpose, customer preference and consent position. Give each channel a distinct role and check provider availability and usage charges before launch. ### When should customer onboarding automation stop? Stop when the purpose is complete, the customer responds or opts out, the data conflicts, or an exception needs judgement. In this playbook, pay particular attention to scope mismatch, missing or sensitive information, delayed customer action. ### How should we judge whether customer onboarding works? Review onboardings with a named owner and plan, milestones completed on time, early questions and exceptions. Combine the numbers with sampled records and customer context; do not treat activity volume as a business outcome. ## Related CRM pages - [/crm/guides](https://121.direct/crm/guides) - [/crm/guides/customer-follow-up-automation](https://121.direct/crm/guides/customer-follow-up-automation) - [/crm/onboarding-support](https://121.direct/crm/onboarding-support) - [/crm/features/tasks-activities](https://121.direct/crm/features/tasks-activities) - [/crm/features/customer-management](https://121.direct/crm/features/customer-management) - [/crm/playbooks/renewal-follow-up](https://121.direct/crm/playbooks/renewal-follow-up) This Markdown alternative contains public product information only. It provides no access to CRM accounts, records, credentials or payment execution.