> ## Documentation Index > Fetch the complete documentation index at: https://docs.thread.app/llms.txt > Use this file to discover all available pages before exploring further. # Template Best Practices > Learn from proven templates that drive customer success and scale your onboarding operations ## Template Design Philosophy Great templates balance **automation** with **personalization**, **structure** with **flexibility**, and **consistency** with **adaptability**. *** ## The Golden Rules ### 1. Start Simple, Iterate Based on Data **Don't try to perfect v1. Ship it, learn, improve.** **Goal:** Get customers onboarded successfully * 3-4 core milestones * 10-15 total actions * Basic email sequences * Simple forms and doc requests * Standard timing **Metrics to track:** * Time to value (kickoff → go-live) * Action completion rates * Customer satisfaction * CSM time spent per account **Goal:** Improve based on V1 learnings * Add milestones where customers got stuck * Remove actions with low completion * Adjust timing based on actual durations * Personalize content based on feedback * Add shortcuts for fast-track customers **What changed:** * Split long milestones into two phases * Added reminder emails (better completion) * Reduced form fields (less friction) * Adjusted delays based on response times **Goal:** Scale and specialize * Segment by customer type (SMB vs Enterprise) * Add advanced automations * Integrate with more tools * Predictive delays based on customer attributes * Conditional branches for edge cases Resist the urge to build the perfect template. Launch with "good enough" and improve every month based on real data. ### 2. Design for the Customer Experience View your template through customer eyes. **Bad customer experience:** ``` Day 1: Welcome email + Form 1 + Form 2 + Doc request Day 1: Training invite + Setup guide + Meeting request Day 2: Reminder email + Follow-up email Day 2: Another form + Another doc request (Customer feels overwhelmed and disengaged) ``` **Good customer experience:** ``` Day 1: Welcome email with clear next steps Day 3: Single form for technical requirements Day 5: Document request with examples Day 7: Training invite (plenty of time to prepare) (Customer feels guided, not bombarded) ``` Space actions 48-72 hours apart. Customers need time to respond before being asked for the next thing. ### 3. Balance Automation and Human Touch Not everything should be automated. * Welcome emails * Status updates * Progress notifications * Reminder emails * Form requests * Document requests * Standard check-ins * Kickoff calls * Discovery conversations * Problem-solving discussions * Executive business reviews * Escalation handling * Relationship deepening * Complex negotiations The goal is to automate the repetitive so CSMs can focus on the strategic. ### 4. Write for Skimmability Customers won't read walls of text. **Poor formatting:** ``` Hi, we're excited to get started with your implementation. In this phase we'll be working on technical setup which includes platform configuration, integration setup, and data migration. You'll need to provide us with your API credentials, logo files, and user list. We'll also schedule a training session and... (300 more words) ``` **Good formatting:** ``` Hi {{name}}! Let's get started with your technical setup. **This week, we'll handle:** - Platform configuration - Integration setup - Data migration **You'll need to provide:** - API credentials (via secure form) - Logo files (min 500x500px) - User list (CSV template attached) **Next steps:** 1. Complete the technical form [link] 2. Upload logo [link] 3. Schedule training [link] Questions? Reply to this email or schedule time: [calendar link] ``` Use bullets, headers, bold text, and short paragraphs. Make it scannable in 10 seconds. ### 5. Set Clear Expectations Tell customers what to expect at every stage. **Include in every milestone:** * How long this phase typically takes * What they'll need to do * What you'll be doing * When they'll hear from you next * How to get help if stuck **Example milestone description (customer view):** ``` **Implementation Phase (2-3 weeks)** During this phase, our technical team will configure your platform and integrate with your existing tools. **What you'll do:** - Provide technical requirements (form below) - Grant API access for integrations - Review and approve configuration **What we'll do:** - Set up your platform instance - Configure integrations - Test all functionality - Prepare for training **Timeline:** - Week 1: Technical setup - Week 2: Integration testing - Week 3: Final configuration and approval We'll send you updates every Monday. Have questions? Contact {{csm_name}} at {{csm_email}} ``` *** ## Common Template Patterns ### Welcome Sequence **Goal:** Make great first impression, set expectations, get momentum ``` Action 1: Welcome Email (Day 0, immediate) ├── Personalized greeting ├── What to expect in onboarding ├── Link to customer portal ├── CSM introduction and contact info └── Clear CTA: "View your implementation timeline" Action 2: Portal Introduction (Day 0, immediate) ├── Portal appears in customer account ├── All milestones visible └── First action ready (form or doc request) Action 3: Kickoff Meeting Invite (Day 0, 24hr delay) ├── Calendar link for scheduling ├── Agenda for kickoff call ├── Pre-work if any └── Duration: 60 minutes Action 4: Pre-Kickoff Form (Day 1, 48hr delay) ├── Gather key info before call ├── Use case, goals, stakeholders └── Due before kickoff call Action 5: Kickoff Call (Day 3-5, manual) ├── CSM-led call ├── Review timeline └── Answer questions ``` **Why this works:** * Immediate welcome (feels responsive) * Portal access same day (explore at their pace) * Meeting invite 24hrs later (not rushed) * Form 48hrs later (time to think) * Call 3-5 days out (everyone prepared) ### Technical Setup Phase **Goal:** Collect requirements, configure platform, test integrations ``` Action 1: Technical Requirements Form (Day 0, immediate) ├── Integration details ├── API credentials ├── Configuration preferences └── Auto-complete on submission Action 2: Setup Instructions Email (Day 2, 48hr delay) ├── Sent after form submission ├── Next steps based on their answers ├── Documentation links └── Expected timeline Action 3: Integration Testing Document (Day 5, manual) ├── CSM completes platform setup ├── Requests customer validation └── Upload test results Action 4: Setup Review Call (Day 7, manual) ├── Walk through configuration ├── Answer technical questions └── Get sign-off to proceed ``` **Why this works:** * Form first (gather info upfront) * Instructions after submission (relevant to their setup) * Testing when ready (CSM-controlled) * Review call for questions (human touch) ### Training & Enablement **Goal:** Ensure customer team can use the platform effectively ``` Action 1: Training Schedule Email (Day 0, immediate) ├── All training session dates ├── Who should attend each ├── Pre-training materials └── Calendar invites Action 2: Pre-Training Materials (Day 2, 48hr delay) ├── Video tutorials ├── Documentation links ├── Hands-on exercises └── What to prepare Action 3: Training Session 1 (Day 7, manual) ├── Admin training (60-90 min) ├── Platform navigation ├── Core features └── Q&A Action 4: Training Homework (Day 8, 24hr delay) ├── Practice exercises ├── Scenarios to complete └── Due before next session Action 5: Training Session 2 (Day 14, manual) ├── Advanced features (60-90 min) ├── Best practices ├── Use case walkthroughs └── Q&A Action 6: Certification Assessment (Day 15, 24hr delay) ├── Optional certification quiz ├── Validates knowledge └── Badge for completion ``` **Why this works:** * Clear training roadmap upfront * Pre-work materials (better sessions) * Homework between sessions (reinforcement) * Certification option (engagement + validation) ### Launch Preparation **Goal:** Ensure readiness, execute launch, provide support ``` Action 1: Pre-Launch Checklist (Day 0, immediate) ├── All prerequisites listed ├── Customer marks items complete ├── Gate for launch approval └── Form with checkboxes Action 2: Launch Readiness Review (Day 3, manual) ├── CSM validates checklist ├── Discusses any gaps ├── Sets launch date └── Meeting (30-45 min) Action 3: Go-Live Communication (Day 5, manual) ├── Sent 24hrs before launch ├── What to expect on launch day ├── Support escalation process └── Celebration tone! Action 4: Launch Day Support (Day 6, manual) ├── CSM available all day ├── Monitor for issues ├── Quick response time └── Internal action (not customer-facing) Action 5: Post-Launch Check-in (Day 7, 24hr delay) ├── "How did launch go?" email ├── Collect feedback ├── Address any issues └── Celebrate success Action 6: 30-Day Success Review (Day 36, 30-day delay) ├── Review metrics and usage ├── Discuss wins and challenges ├── Plan for optimization └── Meeting (45-60 min) ``` **Why this works:** * Checklist ensures nothing missed * Review meeting validates readiness * Communication sets expectations * Post-launch follow-up shows commitment * 30-day review drives adoption *** ## Timing and Delays Strategy ### Strategic Use of Delays **Use for:** * Welcome emails * Milestone start announcements * Urgent action requests * Time-sensitive updates **Example:** "Welcome to your onboarding! Here's what's happening now\..." **Use for:** * Follow-up actions * Post-meeting summaries * Reminder emails * Next step notifications **Example:** "Yesterday we discussed... here's what's next" **Use for:** * Secondary actions * Non-urgent requests * Giving customers breathing room * Digest and respond requests **Example:** "Now that you've had time to explore, please complete..." **Use for:** * Major deliverables * Complex forms * Stakeholder alignment needs * Multi-step processes **Example:** "Please gather your team and complete the technical assessment..." **Use for:** * Milestone-spanning tasks * Long-lead-time items * Scheduled reviews * Post-event follow-ups **Example:** "30 days after launch: Let's review your success metrics..." Match delays to customer capacity. SMB customers may need longer delays (wearing many hats), while enterprises with dedicated resources can move faster. *** ## Template Segmentation Strategies ### When to Create Multiple Templates Don't create templates for every edge case, but do segment when: **SMB Template:** Self-serve, quick setup **Enterprise Template:** White-glove, complex **Basic Template:** Core features only **Premium Template:** Advanced features + integrations **Healthcare Template:** HIPAA compliance steps **Finance Template:** SOC 2 validation **Sales Template:** CRM integration heavy **Marketing Template:** Campaign setup focus ### Template Variants vs Single Template **When to use:** * 80% of customers follow same path * Differences are minor (timing, not structure) * CSMs can customize as needed * You're still iterating and learning **How:** * Build one "Standard" template * CSMs adjust milestones/actions per account * Track common customizations * Consider splitting if patterns emerge **When to use:** * Clear customer segments with different needs * Structure varies significantly (not just timing) * Predictable at account creation time * Enough volume in each segment to maintain **How:** * Create template per segment * Share common milestones/actions where possible * Use consistent naming conventions * Review quarterly and consolidate if possible *** ## Template Metrics to Track ### Action-Level Metrics | Metric | What It Tells You | How to Improve | | -------------------- | --------------------------------- | -------------------------------------------------- | | **Completion Rate** | % of actions customers complete | Simplify asks, improve instructions, add examples | | **Time to Complete** | Days from execution to completion | Adjust delays, send reminders, reduce complexity | | **Edit Rate** | % of AI drafts CSMs edit | Improve prompts, add context, refine templates | | **Skip Rate** | % of actions CSMs skip | Remove low-value actions, consolidate similar ones | ### Milestone-Level Metrics | Metric | What It Tells You | How to Improve | | ------------------------ | --------------------------------- | ----------------------------------------------------- | | **Duration vs Estimate** | Actual days vs planned days | Adjust estimates based on reality, identify blockers | | **Blocked Rate** | % of accounts stuck in this phase | Add clarity, simplify requirements, increase support | | **Action Density** | Actions per milestone | Redistribute actions, split/merge milestones | | **Customer Engagement** | Portal visits, form submissions | Improve action descriptions, add urgency where needed | ### Template-Level Metrics | Metric | What It Tells You | How to Improve | | ------------------------- | ------------------------- | ---------------------------------------------- | | **Time to Value** | Kickoff to go-live days | Remove bottlenecks, parallelize where possible | | **CSM Hours per Account** | Manual work required | Increase automation, improve AI quality | | **Customer Satisfaction** | CSAT at go-live | Survey feedback, identify pain points | | **Adoption Rate** | Product usage post-launch | Better training, clearer value demonstration | Review template metrics quarterly. Make incremental improvements based on data, not hunches. *** ## Common Template Mistakes ### 1. Too Many Actions **Problem:** Templates with 50+ actions overwhelm CSMs and customers **Solution:** * Aim for 15-25 actions total * Combine related actions * Remove nice-to-haves * Use milestones to group, not to add more actions ### 2. Unrealistic Timelines **Problem:** "2-week implementation" that actually takes 6 weeks **Solution:** * Base estimates on median, not best-case * Add buffer for customer delays * Track actual durations and adjust * Set expectations conservatively ### 3. Generic Content **Problem:** AI-generated drafts feel robotic and impersonal **Solution:** * Add specific examples in templates * Use rich context in prompts * Train CSMs to personalize * Include customer research in templates ### 4. Missing Exit Criteria **Problem:** CSMs don't know when to progress milestones **Solution:** * Define clear completion criteria * Create checklists for each milestone * Make criteria visible to customers * Automate criteria checking where possible ### 5. One-Size-Fits-All **Problem:** SMB and Enterprise customers follow identical template **Solution:** * Segment by customer type * Create variants for common scenarios * Allow CSM customization * Track when templates don't fit *** ## Template Maintenance ### Review Cadence * Monitor completion rates * Review CSM feedback * Fix obvious bugs or issues * Analyze action performance * Update AI prompts based on edits * Adjust timing delays * Add new actions if needed * Full template audit * Compare segments and variants * Consolidate or split templates * Major structural changes ### Version Control Keep track of template changes: ``` Template: Standard SaaS Onboarding Version: 3.2 Last Updated: 2024-03-15 Owner: Sarah Johnson (CS Ops) Changelog: - v3.2 (2024-03-15): Added pre-kickoff form, reduced training from 3→2 sessions - v3.1 (2024-02-01): Adjusted delays based on Q1 data - v3.0 (2024-01-01): Major restructure - split setup into two milestones ``` Remember: Template changes don't affect existing accounts. You'll need to manually update critical in-flight implementations if needed. *** ## Ready to Build? Step-by-step guide to template creation Deep dive into milestone structure Complete reference for all action types Use your templates with real customers