gtm-enterprise-onboarding

# Enterprise Onboarding Four-phase framework for onboarding enterprise customers from contract to value realization. The goal isn't just go-live — it's sustained adoption that doesn't cliff at Week 12. ## When to Use **Triggers:** - "How do we onboard this enterprise customer?" - "Customer went live but adoption is weak" - "We keep losing customers 3 months after go-live" - "POC to production transition" - "How do I prevent Week 4 ghosting?" - "Customer success onboarding framework" **Context:** - Enterprise or mid-market deals - Complex technical requirements - Multiple stakeholders involved - 30-90 day implementation timelines - Risk of churn during first year --- ## Core Frameworks ### 1. The Week 4 Ghosting Problem (And How to Prevent It) **The Pattern:** Week 1: Kickoff call goes great. Everyone's excited. Week 2-3: Technical discovery, requirements gathering. Still good. Week 4: Customer stops responding. Meetings get cancelled. "Too busy." **What Happened?** You started customer onboarding before internal alignment on their side. **Who Owns This Project Internally?** - Sales rep? (Already moved to next deal) - Technical champion? (Day job took over) - Executive sponsor? (Delegates, doesn't drive) - Nobody? (**This is why they're ghosting**) **The Framework: Internal Owner Validation** Before kickoff call, answer: **Who on customer side will:** - Attend weekly project meetings? (Not "invited" — will actually show up) - Unblock issues with procurement/lega...