When is onboarding considered complete?

Onboarding is considered complete when the customer reaches "first value." This concept emphasizes the importance of helping the customer achieve an initial success that demonstrates the value of the product or service they have acquired. It signifies that the customer is not only familiar with the product but is also able to use it effectively to meet their specific needs, thus laying the foundation for a successful long-term relationship.

Reaching "first value" indicates that the customer has experienced measurable outcomes or benefits from their investment, which is a key goal of the onboarding process. Ensuring that customers realize these early benefits helps to foster engagement and satisfaction, reducing the likelihood of churn and encouraging them to explore the full capabilities of the product.

The other options do not encapsulate the essence of a successful onboarding experience. Simply completing a survey or receiving the product may not ensure that users understand how to maximize their usage or see tangible benefits. Likewise, the completion of a training session is only part of the onboarding process—it does not guarantee that the customer has reached a point of value realization. The focus should always be on the customer's ability to derive actual benefit from the product for onboarding to be truly regarded as complete.