CX-201b · Module 3

Milestone Tracking

3 min read

Milestones are the checkpoints that tell both you and the client whether onboarding is on track. Without milestones, onboarding progress is subjective — "I think things are going well" versus "we have completed 4 of 6 milestones and the client has confirmed satisfaction with each." Milestone tracking converts progress from a feeling into a fact.

Do This

  • Define 6-8 specific milestones for the first 90 days, each with a clear completion criterion
  • Track milestones in a shared document visible to both your team and the client
  • Celebrate milestone completion with the client — "we have completed the stakeholder mapping and here is what we learned"
  • Use milestone delays as early warning signals — a missed milestone is a health score input

Avoid This

  • Define milestones so vaguely that completion is debatable — "improved communication" is not a milestone
  • Track milestones internally without sharing with the client — shared visibility creates shared accountability
  • Ignore missed milestones — every delay has a root cause that needs diagnosis
  • Set milestones only for your deliverables — include client-side milestones like data access, stakeholder availability, and decision points

I use a simple milestone framework: milestone name, target date, completion criteria, owner (our side or client side), actual completion date, and notes. Six columns. No complexity. The framework is shared with the client in a format they can update. When the client can see the milestones approaching and track their own completion, onboarding becomes a collaborative sprint rather than a consultant-driven project.