Four-phase framework for onboarding enterprise customers from contract to value realization. Use when implementing new enterprise customers, preventing churn during onboarding, or solving the adoption cliff that kills deals post-go-live. Includes the Week 4 ghosting pattern.
The gtm-enterprise-onboarding skill is a business/customer-success playbook that provides a four-phase framework for onboarding enterprise customers from signed contract to sustained value realization. It targets a specific, well-known failure mode: deals that go live but then churn because adoption cliffs after the initial launch. It frames go-live as the starting line rather than the finish line and organizes guidance to prevent early disengagement and mid-term adoption decline.
The skill is built around several named frameworks. The 'Week 4 Ghosting' problem diagnoses why customers stop responding a few weeks in (no validated internal project owner) and gives an internal-owner validation checklist plus handoff language between sales and customer success. The 'Adoption Cliff' (Week 12) framework defines adoption stages beyond go-live with per-stage measures and owners, and prescribes concrete week-by-week actions such as first value reports, user success stories, and use-case expansion conversations. A pre-onboarding section supplies a pre-kickoff checklist across account intelligence, internal setup, customer readiness, and timeline validation, and a four-phase onboarding flow structures kickoff through value realization.
It is aimed at customer success managers, onboarding and implementation teams, account executives, and GTM leaders working enterprise or mid-market deals with complex technical requirements, multiple stakeholders, and 30-90 day implementation timelines. It is a pure prose framework with no code, scripts, or external integrations.
Post-go-live churn: customers who launch but then disengage. It specifically names the Week 4 ghosting pattern and the Week 12 adoption cliff and gives frameworks to prevent both.
Customer success, onboarding/implementation teams, and account executives handling enterprise or mid-market deals with multiple stakeholders and 30-90 day timelines.
Yes. It provides an internal-owner validation checklist, a pre-kickoff checklist spanning account intelligence, internal setup, customer readiness, and timeline validation, plus week-by-week adoption actions.
No. It is a text-based methodology with no scripts, tools, or credentials; it is applied through process and conversation, not code.
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