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4. Template Building

Stacey Hatch avatar
Written by Stacey Hatch
Updated over a week ago

Understanding Projects and Templates in Customer Onboarding

When onboarding new customers, two tools you'll use often are projects and templates. They work hand-in-hand but serve different purposes. Let’s clear up the confusion.


What’s the Difference?

  • Projects are live onboarding experiences. They’re made up of specific tasks assigned to your internal team and your customer. You can fully customize each project to match that customer’s unique needs.

  • Templates are reusable playbooks that outline the ideal onboarding process. You build them once and use them as a starting point whenever you launch a new customer project.

Think of it like this:
🧱 Template = plan
🔧 Project = customized version of the plan in action


How to Get Started with Templates

Before you can create a project, you’ll first need to build a solid template. Here’s how to do it in four simple steps:


Step 1: Create Your Template Wireframe

What to do:
List out all the tasks a customer needs to complete, from kickoff to full go-live. Group those tasks under milestones to create a clear structure.

Examples:

  • Milestone: Kickoff

    • Task: Schedule kickoff call

    • Task: Send welcome email

  • Milestone: Setup

    • Task: Connect to integration

    • Task: Import data

Best Practices:
✅ Keep tasks action-oriented (use verbs: “Set up…”, “Schedule…”, “Send…”)
✅ Limit each milestone to 3–7 key tasks so it stays manageable
✅ Break down complex steps into smaller, easier-to-complete tasks


Step 2: Map Out Responsibilities

What to do:
Decide who owns each task — is it your internal team or the customer? Assign tasks accordingly to avoid confusion later on.

Examples:

  • Internal task: “Configure account settings” → Assigned to your onboarding manager

  • Customer task: “Provide brand assets” → Assigned to customer project lead

Best Practices:
✅ Use tags/functions (like “Customer Admin” or “Implementation Specialist”) instead of leaving each task blank in templates
✅ Make sure each task has only one clear owner
✅ Use task instructions (see Step 4) to clarify what's expected from each role


Step 3: Set Time Estimates, Durations, and Dependencies

What to do:
Help people stay on track by showing how long each task should take, when it should happen, and what needs to happen first.

Examples:

  • Estimated time: “2 hours”

  • Duration: “3 days after project start”

  • Dependency: “Can’t start Task B until Task A is done”

Best Practices:
✅ Be realistic with time estimates — underestimating causes delays
✅ Use dependencies to control task order and avoid bottlenecks
✅ Review deadlines regularly to keep projects on track


Step 4: Write Clear Task Instructions

What to do:
Give the task assignee a step-by-step guide to completing the task — especially if it’s something they might be doing for the first time.

Examples:

  • Task: “Connect your CRM”

    • Instructions:

      1. Log in to your CRM

      2. Navigate to the Integrations tab

      3. Select “Connect to OurApp” and authorize access

Best Practices:
✅ Include links to helpful resources (e.g., help articles, videos)
✅ Keep it simple — use bullet points or numbered lists
✅ Make instructions skimmable and friendly


Additional Resources

If you're just getting started or want to improve your templates, we’ve got you covered:

  • 🎓 Check out the Cartographer course in GUIDEu – it walks you through building templates from scratch

  • 🔎 Reach out to your CSM to schedule a template audit!

  • 💬 Connect with other GUIDEcx users in our community and ask them for real-world examples and advanced tips!

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