Pre-Kickoff Questionnaire Program

What Is a 'Pre-Kickoff' Questionnaire Program?

The Pre-Kickoff Questionnaire gathers crucial information from the customer before the implementation begins, ensuring a smooth and tailored onboarding process by aligning expectations and preparing necessary resources.

Main Audience

• Champions
• Decision Makers

Main Company Goal Supported

• Lower Time to Value (TTFV): By gathering crucial information upfront, this program helps reduce delays and ensures the onboarding process can proceed smoothly without waiting for additional customer input.
• Net Revenue Retention (NRR): Aligning expectations and resources early helps identify and secure expansion opportunities, which in turn boosts the company’s NRR through upsells during onboarding or soon after.
• Customer Success Efficiency: Reducing onboarding delays allows Customer Success Managers to efficiently manage more accounts, leading to an improved CSM/ARR ratio and more productive customer engagements.

Customer Outcome (Objective)

Ensure customers provide the required information to help tailor the implementation plan and align the project goals to their needs, leading to a more personalized and efficient onboarding process.

Main Actions for the Audience:

• Champions: Prioritize Goals, Coordinate Project Plan
• Decision Makers: Approve Project Scope, Prioritize High-Level Goals

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Key Actions:

• Collect Key Information: Ask about the customer's technical requirements, timelines, and key stakeholders.
• Set Expectations: Ensure mutual understanding of deliverables, timelines, and success criteria.
• Clarify Resource Availability: Confirm the customer’s internal team readiness and resources available for implementation.
• Align Success Metrics: Define the metrics that will measure the success of the implementation phase.

Measurement of Success (Key Metrics):

• Completion rate of the questionnaire
• Alignment of expectations and success criteria
• Reduction in delays caused by missing information