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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!

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

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 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

No matter how well the meeting went, I find that customers forget what they need to do almost immediately. Thank goodness for meeting recaps! What tools do you use to assist in writing meeting recaps? 

Is there a way to show all completed task and Milestones in an “Expanded View”?  It is driving me crazy - as I look back over a project I want to be able to see everything fully expanded.  

How do I know which milestone this task belongs?   

I’d love to hear what challenges you’ve faced when trying to effect change in a customer’s organization!  What tips and tricks do you have to help customers change? Drop your challenges, tips, tricks and questions below so we can address them in this week’s livestream!  RSVP here: 

One of the challenges I am faced with is trying to add a team member who already has another GCX account.  When I try to add them to my project, GCX won’t allow me to do that because it says their email is already tied to another account.  I am in an organization that has several different products/departments tied into it and we all have different email domains but we all work together on various projects.  Therefore, I want to be able to add people from other departments to my projects in which we are collaborating.  The only way to do that now is to use a different email address for that person, but that sometimes requires an email address outside of the organization.    Do you have any suggestions to make things easier and allow those team members to be included as users in other GCX accounts/projects?Thanks,Janet Falls

Hi everyone!I’m working on GuideCX API integration.While testing the API with Postman I noticed that passing in the query props[property]=value isn’t working properly.I want to filter tasks by responsibility field containing “CUSTOMER” value.Just like documentation requires, I added include=properties in the query string.Link to the documentation: https://api.guidecx.com/api/v2/docs#get-/tasks Screenshot of tasks data without filtering by props[responsibility]=CUSTOMER:(property responsibility = “CUSTOMER” is clearly here)Screenshot after applying filter props[responsibility] = CUSTOMER:(No data is found) Would much appreciate any insights into this, thanks! :)

We have several licenses in our company.  I recently wrote a recipe, and it was working flawlessly, but then my admin access was removed and the recipe stopped functioning.  As soon as my admin access was restored, the recipe immediately kicked back on.  Is there a way to save recipes to the organization and not to a PERSON so that this never happens again?  Additionally, this would create a fail-safe should an admin leave unexpectedly, and we would then lose all their information.Having this important process governed by an employee is a potential for disaster, as the scenario I’m talking about demonstrates.Thank you.

Happy Monday! This week’s question of the week goes out to all those who are looking to build an onboarding team!Drop your pro-tips below for insights on:How you know you’re ready What you should take into consideration when building What pitfalls are there to avoid? 

Excited to be part of this!  In the metro Atlanta area (Kennesaw for those who know).  Started in Customer Ed 2 years ago and morphing into Implementation/Enablement with Event Planning software.  As we start this journey - what are the top 5 resources that are must haves (reads, listens, watch, etc)?

Please respond to the poll :) Thanks!

I’m curious if anyone has examples of ways they celebrate or acknowledge when customers have completed the onboarding process? I’m in the beginning stages of developing an agenda and deck for a ‘launch celebration meeting’ to demonstrate the value we’ve delivered and also use it as an opportunity to introduce the CSM who will take over the account from the Onboarding team. I would love to hear what folks do already or ideas you might have!

This is a question I hear all the time. Now it’s time for you to make your voice heard! It’s common practice, especially within SAAS, for sales reps to discount/remove the onboarding fee to close the deal. I’d love to hear why you think we should or should not continue doing that!I’ve also see onboarding cost upwards of half the product price so that brings up the price 150%!  I’d love to hear everyone’s thoughts below. If you would like to tune in and help me dissect this topic, then RSVP to the weekly livestream where we’ll cover this:  

Hi everyone How do you measure success in implementation and onboarding?  

It’s undeniable. The power of AI is here to stay and the question is how are you adapting to using AI in your onboarding/implementation experience?In case you haven’t heard, ChatGPT is an AI chatbot that was developed by OpenAI to handle conversations and answer queries from users in a human-like manner. Its potential is limitless, it’s been used to design apps to even passing medical school exams! I encourage everyone to sign up for a ChatGPT account and check it out! https://chat.openai.com/auth/login?next=%2F

I’m in the process of setting up the new integration available between HubSpot CRM and GuideCX to create new projects as deals are closed.  As part of that I am going to set it so that Items on the deal will drive the appropriate template(s) in GuideCX.  I’ve recently taken over responsibility for our Onboarding process and as part of that - and the integration mentioned above - I’m wanting to take a serious look on how we use templates.  Currently there are templates for our 3 Product Types, then these are duplicated for existing customers upgrading to that product, then templates for customers just adding on some misc components.  So something like this:Template 1 - New Customer - Product A - using component X Template 1 - New Customer - Product A - using component Y Template 2 - New Customer - Product B Template 3-  New Customer - Product C Template 4 - Existing Customer - Product A - using component X Template 5 - Existing Customer - Product B - using component Y Template 6-  Exist

We are driving towards more onsite kickoffs for our larger clients and I’m curious about who currently does that and what it looks like. For us our goal is to use the onsite kickoff for multiple factors to include configuring the integration, importing data, and providing a solid foundation for our implementation discovery. With these clients we will assign all resources immediately (rather than just in time) and work on several aspects of the project in parallel instead of consecutively.  What are your thoughts here?

Anyone care to share their thoughts or experiences with self-serve client onboarding? Essentially, this entails creating a digital platform that allows the client (Emerging/SMB) to input much of the configuration items thru a guided module.  Pros:Frees up essential time and resources for onboarding team members Allows client to get familiar with self-serve platform Allows onboarding team members to devote time and effort to more complex task and take on other more demanding projectsCons:Limits client interaction Familiarity with client self-serve platform may be challenging based on technical proficiency of client Potential risk of error creation or inaccurate configuration due to lack of familiarity with self-serve platformUltimately, if layout is intuitive and helpful, this could be prove beneficial for both the client and the onboarding team.

A really good way to lose your customers’ engagement is to overwhelm them with information. Think back to your school days. The best professors never gave you the “fire hydrant” experience. They broke things down into easy to consume bits and they met you where you’re at. On the other hand, teachers who just recited information were more likely to lose your interest. Same rule applies for customers!So… question of the week is what are some techniques you employ to ensure your customer is getting enough value, but not too much where they get overwhelmed? Comment below with your thoughts and/or join us in our livestream to collaborate!