CSRM4

Onboarding & Welcome Packs

The first 30 days with a new customer set the tone for years. This module gives you a repeatable onboarding sequence — 3 touches, no more, no less — that new customers actually appreciate.

Lesson 1 of 2

The three touches that matter

Every new customer gets three deliberate touches from you in their first 30 days. Not a drip campaign — three specific, personal moments.

Day 1: Welcome email with your direct line and the specific person handling their next job.
Day 8-10: A check-in after their first shipment lands. Not 'how was everything?' — a specific question about the one thing you know could go wrong (delivery timing, color match, whatever).
Day 25-30: A short call or note offering to walk through their first month's numbers and asking what would make month two easier.

Lesson 2 of 2

The welcome pack

Impressly's KB has a 'New customer welcome pack' template. Use it. Personalize the three concrete numbers (proofing turnaround, dedicated CSR, first-pass reject rate) — those are what turn a boilerplate email into a real one.

Personalize the welcome pack

Check yourself

Quick quiz

1. The Day 8-10 check-in should be:

'How was everything with your first order?'A specific question about the one thing that could go wrongA survey link