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SaaS Customer Onboarding has been my professional focus for the past 10+ years. Two big areas that seem to continue to separate smooth onboardings from rough/extended ones are these: - Client Availability- Client Commitment How has your organization worked to address these or any helpful tips/tricks for addressing these two areas?
If you’re in SAAS you know that one of the biggest hurdles to overcome is change management. That’s because humans are creatures of habit. If we were onboarding computers, all we’d need to do is change a few lines of code - then presto change-o the new solution is rolled out.That’s why I believe that software will never solve the problem.We can’t just spit out facts and expect that to drive organizational change. Change is complex because humans are complex.Take me for example. I’d love to be in tip top shape. I’d love to have healthier workout habits. I know the stats. I know the numbers. I understand WHY I need to change. Heck, I could buy a gym pass to change, but the gym will not change me if I don’t show up and put in the work.That’s the key. Change takes effort. Intentional, consistent effort. So how do we help new clients drive that change? Please comment below (bonus points for sharing actionable pro-tips)! I’m all ears.
We’re just starting to look at formalizing our onboarding process. One full-time CS manager manages active accounts, renewals, training, and sometimes new trials/opportunities. They will be helping with onboarding as well. Can you share your tips for digital/automated onboarding and also how to sell other team members on the importance of it? Thank you in advance!
Hello friends! Quick Wednesday afternoon update. We just pushed an update to production and have moved those check boxes over to the left hand side. In addition, we removed some of the friction that existed in activating the “column” for individual users. There were items we deemed necessary before being able to take the feature GA. That will be coming soon, but wanted to let everyone know of the latest change. Cheers!
Hello there to all my friends out there in the community! My name is Cameron and I am a Product Manager at GUIDEcx. We recently held a Hackathon in early October where members of our engineering teams were able to work on projects of their choosing and were able to experiment around ideas they have had for improving our product. One of the ideas that was worked on was Bulk Actions for our newly improved Project table.Typically a hackathon project is designed to paint the vision of what something could be and if valuable enough we work to allocate roadmap capacity to see the dream realized and have a feature that we can share with users. With our latest hackathon we gave the team a bit more time so they could push themselves to accomplish a bit more and I am pleased to announce that we have a working version of Bulk Actions available for GUIDEcx users! This is a still a beta feature and thus has to be enabled within the Labs section of GUIDEcx. It is really rewarding to have a feature t
I feel like it’s a little more intuitive to have the checkboxes on the left hand side of the project table. In my testing, I’ve already reassigned/deleted the wrong projects by accident since I have to select the box on the far right hand side.Let us know!-Cross-eyed Chris
How to enable SMS notifications ^^^ PS This was updated from existing in Labs November 16! We received feedback around having this option exist as a global setting. We moved it into everyone’s Profile Settings! So if you want to try it out and get text notifications about your tasks and projects, please check it out in there. Also, if you have a customer that you’d like to send SMS notifications to, please walk them through setting up their profile and subscribing to the notifications!
This is a feature that I’ve been excited about since starting at GUIDEcx.Now you can notify customers on their cell phone when they:Have a task that’s assigned to them become active Have a task that assigned to them due in 1 day Are @mentioned in project notes Are @mentioned in task notesFriendly reminder - this will be a 1-way notification. Recipients must opt in and once they do, they can’t respond to the text. The idea is that you can use the power of SMS to meet customers where they’re at and notify them when you need them to action something!
I’d love for there to be a select all option. (I create a lot of test projects and being able to quickly delete them all would be AWESOME). Is this already in the works? @ccrossett
Hi everyone!We’re looking to streamline a pilot program for our customers and are in the process of writing success criteria that can be fairly general and tweaked to individual customer needs. Setting criteria for successful pilots is kind of tricky in that you want to be sure you’re not digging yourself a hole with success factors that aren’t attainable in that pilot time frame, or could be derailed by tech issues that pop up down the road. Does anyone have any advice, LinkedIn groups to follow, Ted Talks, a friend of a friend, etc. etc. etc. that can help me in writing these as a standard template for our organization to use?Thanks so much!
In my personal experience with mismanaging context switching, despite loving to be involved with building and supporting wherever I can, I’ve found that over time (no matter how tough I think I am), I find myself in moments where I’m not showing up to my work the way I want to. Some of the symptoms I start to notice: Mental Fatigue: Adapting to different tasks repeatedly can leave me feeling drained. Efficiency Drop: The mental effort of refocusing makes it difficult to complete tasks in a timely manner. Quality Compromise: frequently switching roles leading to errors. Deep Focus Impediment: Frequent context shifts hinder deep focus. Workflow Disruption: Constant switching disrupts workflow consistency. Stress and Burnout: Managing multiple roles introduces stress and a feeling of burnout. Communication Hurdles: Collaborating with diverse teams complicates communication. Time Management Struggle: Balancing roles can lead to rushed tasks due to limited time. Learning Cu
Do you? Don’t you? If yes, do they usually show up? If they do show up, then how do you set that expectation for them to show up?
I just met with a fellow onboarding person and they stumped me - so I’m determined to get to the bottom of this! They offer a self-serve platform (customers buy their software and set it up themselves). From there they get lost/disengage and they never hop on a call.This causes a lot of lost accounts. Does anyone have a solid idea on how to address that?Couple of things to know:They don’t have in-app guidance Their customers are not super tech savvy. The customers are on their feet and on the go a lot Their customers tend to ignore phone calls, blind events, emails, and texts.
Hey! I am supporting a startup who is developing a dating app. I am helping them to create their Onboarding and Customer Success plans to they can implement the appropriate processes and systems to support them as they scale. I am curious if anyone has any experience or can recommend any tools they would imagine might be able to support their team!
Hey all! First and foremost, i’d LOVE to connect with anyone in the community who is currently supporting their professional services team within GuideCX. It was easy to transition my onboarding team into GuideCX as they were already used to a project management tool (albeit not as great lol) and the concepts of templates/milestones/tasks/etc. We’re building out our professional services arm at my company and we will be having that team live inside of GuideCX. This team is currently managing a lot of their work out of sheets, gmail, calendar, todo lists. I’d love to hear how others have set up their GuideCX processes to help support their Professional Services teams. ❤️Are you using templates? If so, what do they look like! Are you using recipes to trigger proserv projects? Are they running off salesforce opportunities or forms? Cool! Are you tracking time? How are you using that data? Is it going back into other tools for billing? I’m all ears! Would love to connect! Or chat on here
I used to follow the customer’s lead whenever I hopped on a virtual call. Do I turn my camera on or off??? Ahhh my hair looks crazy and my eye bags have bags! I used to worry a lot of how I’d be perceived, but over time I realized that the benefits to showing my face on camera will always trump the cons.Keeping your camera on during customer onboarding calls can offer several benefits that contribute to a positive and effective onboarding experience. Here are my top two reasons to consider:1. Build Trust and Rapport: Visual communication allows for a more personal connection. By having your camera on, you can establish a stronger sense of trust and rapport with the customer. Seeing a friendly face can make the interaction feel more genuine and build a foundation for a productive and collaborative relationship. It also helps the customer put a face to the name and role, making the interaction more memorable.2. Non-Verbal Communication: A significant portion of communication is non-verba
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