Hey Matt, Agree with everyone else here. I think the overall concept of gaining alignment upfront and across all parties is really important. In addition, (in my experience) continued visibility through the onboarding process is just as important. That said, there might be a few ways to get there. I've used shared docs, generic project management software, etc. to do this in the past, but it's actually why I created Onboard.io.Would be happy to chat further.
Hi Matt, We utilize a business requirements document that accounts for the inevitable discovery and slight scope change that occurs in the beginning of the customer implementation & launch process. This clarifies the existing deliverables & any new ones that have come up (early stage company, so there are always a few exceptions that need to be accounted for). This doc is utilized as a part of the key milestones to confirm and commit to the go-live. Happy to chat further and send a template if you ever want to!Best,
Jung
Agreed with Jeff. It is standard practice to use SOWs for onboarding mid-market and enterprise customers.
Few pointers:
1. Add milestones, timelines to the list so you can also call out by when you expect customers to deliver on some things for you to be able to finish on time!
2. Sometimes it helps to separate out business requirements and technical requirements.
3. Agree on high level deliverables - don't let this document turn into a long wishlist that you cannot deliver on!