The PDF highlights that onboarding is the most critical stage of the customer journey, as it strongly influences long-term success. A positive experience increases the chances of renewal, expansion, and advocacy. It emphasizes owning the moment by understanding who the customer is, what goals matter to them, why those goals are important, and how success will be achieved. The playbook recommends ensuring a smooth handoff from sales to services, identifying champions, and prioritizing time to first value. It also introduces the L.O.V.E. model: listen, obtain, verbalize, and enchant to build trust. Finally, balanced onboarding across people, process, and systems is stressed to set customers up for success.

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