top of page


Updated: Oct 10, 2023


For complex SaaS products, there are usually three well-defined stages in the customer lifecycle: Onboarding, Professional Services & Customer Success*.

Effectively you set your customer up on your platform, you optimize your platform for their particular requirements and then you make sure to stay in touch with regular cadences and retain them as a customer. In this post, we are going to consider the challenges inherent to the transition from stage one, Onboarding, to stage two, Professional Services (PS) and how to turn this into one seamless services experience for your customer.

PatSnap operates an IP analytics platform. Their clients are paying to access their vast dataset, offering real-time insight into global IP Innovation.

Every new customer will be taken through a robust onboarding phase. They have a number of templated processes that they will work through with the customer to get them up and running in the shortest time possible. This process is honed to get the right information at the right time, and following this carefully orchestrated playbook has a huge impact on that all important metric, time-to-value.

That’s just the beginning of the PatSnap’s customer journey. At the point they are considered onboarded, that’s when the professional services team will step in to enable the clients to access even greater value from the platform and unlock the full ROI. This is no longer about templated processes. This is about the PS team applying their huge knowledge, experience and expertise of the Patsnap platform to optimize the product for their client’s exact use case.

So let’s recap..

- Two different stages in the customer lifecycle

- (Often) two different teams

- Two different set of challenges

- Two different solutions

- One customer

Let’s take a moment to break this down a little further:

The question is, how do you transition from stage one to stage two seamlessly while delivering a great Services experience to your customer throughout?

Answer: all on one Salesforce-native platform.

Fundamentally, PatSnap recognize that onboarding and professional services represent different stages in the customer lifecycle and consequently there are different challenges inherent to a profitable and efficient delivery operation. However, what is common across the two is that process automation and insight via data are the key to powering their operation. And that is why, quite simply, putting all of this information together in Salesforce makes the most sense of all.

From the first interaction with the Sales team, through to handover to the Customer Onboarding team, and onwards to Professional Services, every member of the team is working with exactly the same view of the customer. Every conversation, transaction, rate, discussion, project history, feedback data is recorded or related to the Contact and Account records.

Anything less than a shared data platform, and immediately you are working between multiple systems and that means you are building inefficiencies. Bring your full customer lifecycle into one Salesforce-native customer platform and it’s an entirely different story.

In the words of PatSnap’s UK Team Leader, Professional Service, Hayden Munt

Salesforce and Precursive are great platforms for Professional Services. Via the shared dashboards, you can immediately see the rate, how long the project took etc. It’s all the key information in one place. No more emailing the Account Manager for this information - that's just inefficient. With just one place to get your Customer Success and your project data, there’s no back and forth.


For businesses with a complex offering like PatSnap (read their case study here), onboarding your client is just the beginning of your relationship. While the way you deliver value to your client will change significantly throughout the course of their lifecycle, in terms of process (and quite possibly people) what should be consistent throughout is that their experience of working with you is excellent.

Your choice of tools, technology and platform will play a very significant role in how well you are able to deliver that excellence.

*Check in soon for our second post in this two-part series which we take a detailed look at delivering stage three, Customer Success.


If you would like to see how Salesforce can support each stage of your customer lifecycle, and see firsthand how Precursive is taking onboarding and professional services automation to the next level -

watch our on-demand Precursive Deep Dive webinar here.

767 views0 comments


Find out more about the people and company. You can learn more about what makes us tick. 


We are passionate about changing the game for the world’s best services teams. 


Our mission is to help you improve time-to-value and make every customer a success story.

Asset 27.png


About Us

Find out more about us including our mission, values and get to know the team

Salesforce Native

Give sales, services, support and customer success teams a single, shared view of the customer


Hear from customers on why they prefer Precursive to help them scale and grow their business

Professional Services Delivery

Our services team provides expertise in how the best companies improve services delivery

Support & Success Hub

Find the answer you need at our success-hub where you will find a mix of documentation, video assets and training materials

The Precursive Platform is 100% native to the Salesforce platform. Our solutions can be tailored to your needs and support a range of use cases.


Learn how we take the pain out of complex service delivery activities. 


Do the work, not the admin! 

Asset 22.png

Professional Services Automation

Increase operational efficiency with predictable services delivery and insights on performance

Project Management

Powerful project management capability designed to support high-velocity services delivery

Resource Management

Quickly mobilize your project teams, manage demand and avoid capacity crunches

Customer Workspace

An interactive community portal to collaborate, share dependencies and updates in real-time

Services Billing

Easily manage accurate professional services billing, raise invoices and track payments

Revenue Management

Recognize and forecast revenue with ease and accuracy

Precursive AI ✨

Leverage AI capabilities for better project management and boosting customer success. 

Asset 18.png

Get actionable tips and insight on customer onboarding, resource management and professional services automation via podcasts, blogs, whitepapers, product guide videos and our on-demand webinars.


A vault of knowledge from in-house & guest writers


Repeatable & scalable insight on a platter

Product Guides

Video guides for the Precursive Platform


Industry trends and benchmarking


Listen to all episodes of ‘Precursive Perspective’ with host Jonathan Corrie

Toolkits, templates, tips and more 


Stay in the loop of what Precursive is up to


Watch anytime, anywhere, on-demand


Asset 17.png

Manage people, projects and revenues in one place

Asset 20.png

Staff projects faster with resource planning

Asset 21.png


Improve your implementation experience

Professional Services / Services Delivery

Organize work and collaborate with customers

IT & Professional Services