Hi Reader,
Imagine this: you've just handed over a complex product to your client, perhaps an app that took months to create, and you're all set to go straight into implementation.
Everyone is super excited to dive in and start using the product.
But wait! Your client needs a little guidance to get started. They may not be fully ready to jump into implementing just yet. They need to be onboarded first.
But what’s the difference between onboarding and implementation?
Onboarding is where you give them a hand with the initial setup, then configure and integrate the product to fit their unique needs and training.
Implementation is the process of making something or carrying out a plan or idea. It’s how you make it happen.
Implementation ≠ onboarding
Implementing and deploying a product isn’t the same as onboarding, as this excellent article by onboarding expert Donna Weber calls out.
Donna is an onboarding specialist, and I highly respect the work of these professionals as I've learned so much from folks like them.
I agree with Donna’s statement: “Onboarding is the action or process of familiarizing new customers with your products and your services.”
Another key point is: “The problem with equating onboarding with implementing is you miss what’s most important with new customers. The relationship. That’s where onboarding comes in.”
It’s about getting everyone on board quickly with your new product.
Onboarding: The key to successful implementation
Last week, I explored how incredible products can flop without effective implementation and deployment.
Onboarding fits nicely into the picture as it kicks off the moment the deal closes and sets the stage for everything that follows.
As project managers, we focus on developing effective onboarding processes. For large-scale, repeatable implementations and deployments, especially those involving specialized products, we may create dedicated onboarding teams to ensure a seamless transition from onboarding to implementation.
Onboarding people
Next week, I’ll talk about how onboarding isn't just about introducing products to clients—it’s about welcoming the people into our projects, too.
Have you ever had a rocky first week or two on the job? You know, when you can’t access essential company tools like email, calendars, or documents, and you're stuck using your personal email to get by?
Stay tuned for people onboarding nightmares—you won’t want to miss it!
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Barbara Kephart, PMP
Founder and Chief Project Officer
Projects Pivot
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