Most B2B companies believe they have an onboarding problem—when in reality, they have an implementation problem masquerading as onboarding. Getting a product configured and going live is only step one. True onboarding requires something deeper: customer activation, behavior change, and measurable value realization.

When these two functions are blurred, customers technically “launch,” but they don’t actually adopt. They stall. They disengage. And ultimately—your expansion, retention, and advocacy suffer.

In this high-impact session, we break down the critical differences between implementation and onboarding—and reveal why the most successful B2B companies treat them as separate, coordinated motions. You’ll learn how to build an onboarding experience that goes beyond go-live and drives real adoption, real outcomes, and real value.

What we'll cover:

  1. Distinguish between Implementation vs Onboarding: What each should own, how they differ, and why treating them as one team creates failure points.
  2. Identify the hidden gaps that kill adoption post–go-live: The common symptoms: stalled usage, unclear responsibilities, overwhelmed customers, and misaligned internal teams.
  3. Build a post-launch adoption framework: What leading organizations do in the first 120 days to turn implementation energy into long-term customer value.
  4. Create clear outcomes, milestones, and ownership: Move customers from “set up” → “activated” → “achieving measurable value.”
  5. Use automation and accountability to close the gaps: How platforms like Engage eliminate miscommunication, increase visibility, and ensure every customer reaches first value faster.
  6. Transform the customer journey into a value journey: Shift your mindset and your process from “launching software” to “launching successful customers.”

With rising customer expectations, tighter budgets, and pressure on net retention, companies can no longer afford launches that don’t lead to adoption. This webinar gives teams a clear playbook for ensuring every customer not only goes live—they use, adopt, and realize value.
 

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