Onboarding

Onboarding is finite, has a clear start and end, and is the pillar with the biggest influence on whether the first renewal happens. Trip here and you spend the whole contract catching up — and sometimes you can't.

If onboarding takes 11 months and the contract is 12, the renewal is already lost. Time to Value is the most underrated CS leading indicator — and the only one with a concrete timeframe rule (30 or 90 days, depending on touch model).