Liam R.

Pat H. surveying/researching a pain point

Manuel H. That’s incredibly insightful — I hadn’t thought about using product behavior as a way to validate intent during onboarding, but it makes perfect sense. I like that distinction between “Platform” and “Product” companies too — it really determines how often intent needs to be revisited. Sounds like a hybrid approach could work best: capture explicit intent at close, then validate it continuously through usage data or milestone gates. Out of curiosity, how did your team operationalize those milestone signals? Was it product analytics, RevOps tracking, or something CS reviewed manually?

Manuel H. That’s a really good point — I love how you framed it as something that starts before Sales or CS even get involved. I’ve been hearing similar things from a few people — that the biggest onboarding gaps come from not capturing why the customer bought in the first place, not just what they bought. I’m curious: from your experience, how do you make sure that “customer intent” and expectations are actually captured and transferred downstream? Is it something you embed in the CRM process (e.g. required fields, forms, etc.), or do you find it’s more about ongoing documentation and alignment across teams?