The archive

Customer experience operations: articles & guides

Field notes on customer-experience operations. Written for the people who run onboarding, billing, and support, not just measure them.

Onboarding

Customer Onboarding Process: Steps, Stages, and Workflow

The customer onboarding process is the structured set of steps that take a new customer from signed deal to first value. Here are the stages, the workflow behind them, and the operational details that decide whether onboarding succeeds.

Billing

Dunning Emails: Failed Payment Recovery and Dunning Management

Dunning emails are the automated messages you send when a subscription payment fails, asking the customer to update their card before you lose them. Here is how to build a recovery sequence that actually works, with timing, copy, and the B2B details most teams miss.

Customer Onboarding

Customer Offboarding Process: A Checklist for Leaving Well

A customer offboarding process is the structured set of steps you run when a customer leaves: handing back their data, closing out billing, learning why they went, and ending on good terms. Here is the process, a practical checklist, and the best practices that turn a departure into a future return.