Customer onboarding is an essential part of any successful business. It’s the process of introducing potential customers to your product or service, and it’s key to building customer loyalty and trust.

But how do you create a great customer onboarding sequence?

An effective customer onboarding sequence requires three key components:

  • Defining your goals and objectives
  • Choosing the right software platforms
  • Focus on providing quality content

Above all, it needs to be tailored to your specific business needs in order to ensure that you’re setting yourself up for success.

Let’s go into detail on how exactly you can create an effective customer onboarding sequence.

Define Your Goals and Objectives

The first step in crafting a customer onboarding sequence is defining your goals and objectives.

Ask yourself; what do you hope to achieve with your onboarding strategy?

Are you looking to develop relationships with customers? Increase customer lifetime value? or improve user experience?

This first step is vital as it will set the tone and will determine how you deliver your onboarding sequence.

Here are three goals you could use as inspiration:

  • To deepen the relationship you have with customers, your onboarding sequence should be centered around providing increased transparency and communication around the customer support options they have and share relevant case studies to their industry and outcomes.
  • To increase customer lifetime value, your onboarding sequence should provide highly personalised and valuable content as to how the customer can get the most value out of your product or service as quickly as possible.
  • To improve the user’s experience, your onboarding sequence should be focused on asking for feedback at each key step or milestone of the customer’s experience.

Knowing what you want out of your onboarding process will help you create a plan that works for both you and your customers.

Choose the Right Software Platforms

Once you know what you want from your customer onboarding, it’s time to choose the right tools for the job. There are many different tools available, ranging from email automation software to webinars and videos.

Depending on your goals, you may need multiple tools in order to create an effective sequence.

The main thing to keep in mind when selecting the software platforms for your onboarding journey is to keep in mind the types of customer who will be on the receiving end as well as the goal you determined in the previous step.

Use data from your existing website, social media pages and email marketing campaigns to understand why content format has been the best received by your audience.

If you find that emails with short form content to enquires, conversions and increased views, then use email to form long-term relationships with customers when you deliver the onboarding sequence.

If you see that videos have been the most effective and engaged with type of content, then these might be the best option for you to deliver value and increase customer lifetime value.

The right choice essentially will depend on your specific needs as well as what works best for your audience.

Stay Focused on Quality Content

No matter which software platform you choose to deliver the onboarding sequence, quality content should always be top priority.

You could have the best product or service as well as strategy in the world, but if your onboarding sequence is irrelevant, broad and not engaging to the audience, then you will have a hard time achieving your goals.

Quality content is engaging and helps build trust between yourself and potential customers—something that is essential if they’re going to keep coming back again and again to your product or service.

Keep in mind that quality content doesn’t necessarily mean lots of flashy graphics; sometimes all it takes is thoughtful copywriting or a few helpful tips from industry experts in order to make sure your message resonates with customers.


Creating an effective customer onboarding sequence can seem intimidating at first, but with the right approach it can be one of the most rewarding parts of running a business!

By defining clear goals and objectives, choosing the right tools for the job, and staying focused on quality content creation, any business can craft a successful customer onboarding plan that meets their needs—and their customers’ too!

With these tips in hand, there’s nothing stopping you from taking charge of creating an effective customer onboarding sequence today!