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Is it possible to configure a task so it has a start no sooner than constraint.  I know you can set up predecessors to assure tasks get done in the correct order.  If I know I don’t want a customer to start a task before a certain date because of internal resource constraints or other conditions not represented in the GuideCX project is there a way to configure a task so it cannot be started before the specified start date? 

The exact opposite question to someone else’s post this week - focusing on our larger enterprise clients and wanting to provide a little more consistency in the delivery of our Kickoff Meetings. They are a necessity due to number of players and complexity of work to be completed.Curious how you’re handling this part of the process?How long is your kickoff meeting? How far “in the weeds” do you take the conversation? What tool(s) are you using to get things going? Power Point / Prezi / other? Strictly the GuideCX Gantt Both? Something else? (I’d love to bring us into the 21st century but not going to get more software spend for 2023 so free tools are always appreciated.)

It’s an analogy that has been made more than once. You have a new customer, you want to wow them so they stay with you long-term. What have you done or seen happen where someone tried to wow their date? There’s a lot of parallels that can be drawn. So….Comment below with some funny dating stories that relate to onboarding! 

Curious how others are handling project attachments as Compass View becomes the new standard for customer interaction with the platform. We’ve been in Guide full time for about 8 months and have 4 primary project templates. Our project templates make heavy use of Task Groups, and each task group has tasks with attachments included.Two headaches come from this workflow:If a task group is copied 10x, you get 10 copies of all attachments in overall project if master document is updated, all templates and active projects must be updated manuallyI know that switching to Compass View keeps the customer from accessing the overall Attachments tab, which means documents must be accessible directly from the task itself. I am wanting to move to Sharepoint to provide links to documents within the task itself to avoid attachment frenzy and manual update process -- have you tried this, any other workflows i haven’t considered?  

Every company should know how much their implementations/customer onboardings are costing them.Here’s why: Budgeting and Resource Allocation: By understanding the cost of conducting an onboarding experience, you can allocate your resources and budget more effectively. You can determine how much money and time you need to invest in onboarding new customers. Customer Lifetime Value: Knowing the cost of onboarding a new client can help you determine the lifetime value of that client. By understanding how much you need to spend to acquire and retain customers, you can make informed decisions about pricing and customer retention efforts. Process Improvement: Knowing the cost of onboarding a client can help companies identify inefficiencies in their onboarding process. If you or your team is spending an exorbitant amount of time on the same task then you can look at ways to streamline it! We talked about why it matters, now I want to hear from you on HOW you measure it! It’s definitely e

Emails are a dime a dozen these days. If that were true I’d be a millionaire because I am swamped in emails. Take a moment to imagine with me, you just caught wind of a new customer signing up to use your product/service! You’ve been selected to be their onboarder! You need to introduce yourself and get the ball rolling on their implementation.What is your secret secret to making your welcome email stand out to your new customer?

I work for a proptech SAAS company and I am working on a project to improve our implementation process. We would like to take the loose internal phases that we use, and create/define some client facing verbiage around them to use as a tool to help mitigate confusion and keep timelines in tact. Implementation - The priorities bucket, the main pain points and the why behind the contract. Once these items are completed, we are ready for go live. Onboarding - After go live, when we have the software in the hands of end users, we can continue to add items and tweak what we already have in place. Partnership - The ongoing relationship - software enhancements, new integration opportunities, etc. The goal here is to emphasize the fluidity of the software over time and help to keep clients focused on their main priorities during implementation, while also maximizing their ROI. This way, when new ideas come up during implementation we can say “absolutely, lets add that to Phase 2” and the client

Nothing throws an onboarding project’s momentum off like losing your main point of contact. While the reasons are endless for them leaving, I’d love to hear what tips and tricks you’ve learned to navigating this situation!

In today's competitive business landscape, on-time delivery is a critical factor in building customer trust and driving growth. How do you measure if you’re running late? How do you identify common themes? How do you address what’s slowing you down?

What’s your favorite part of being in the onboarding/implementation space??Is it the relationship building? Perhaps you love seeing someone’s eyes light up as they realize the value they’ll get from your product/service. Or is there something magical as you set up a new account?Comment below and let the world know why customer onboarding and implementations are the best!

At my company (proptech SaaS) we use a Client Attributes form to gather needed information about the customer prior to kick-off so that we can suggest the right features and obtain essential data for setting up their account with us. We have a very similarly named form for the client’s individual locations so it makes it very confusing for our customers.I’m wondering if anyone else out there has a better name for a “client intake form” so that we don’t run into a) being boring, and b) confusing our customers with what the form is intended to do. Appreciate the feedback! 

Anybody successfully pull the opportunity name into the GuideCX project?  My project is kicking off in SF, but the opportunity name isn’t coming over.  I would also like the default project  type to be external - it currently defaults to internal.   

It’s common for customers to get upset during onboarding (we won’t dive into the many reasons why), but it’s easier than you think to turn an irate customer into a loyal brand advocate. Problems inevitably arise, it’s how you solve them that makes all the difference. Please share a story of when you had an upset customer and how you turned the situation around!

This one goes out to everyone building a customer onboarding team and everyone looking to level themselves up! In your opinion, what are skills that every customer onboarder/implementations manager should have? What are red flags? What are green flags? Let’s get a conversation going around what makes a customer onboarding manager successful!Comment below 👇👇👇

Starting off on the right foot is important to maintain momentum. What are some things that must happen in a kickoff call to mitigate complications down the road? 

Friction is often thought of as a negative force that inhibits movement or progress. However, in certain situations, friction can be beneficial and even necessary. For example, bald tires on your car could be dangerous. If you tried to slow down or turn you would slide off the road without that friction!There’s a lot of speculation on creating a frictionless onboarding process where the customer does as little as possible. A worthy goal for sure, but is it possible to design your OX to have intentional and good friction?Comment your thoughts below and we’ll talk about it in our livestream on Thursday!

A disengaged client is at a much higher risk than an engaged client is. I know I was surprised when I saw data on how a client that that submits more support tickets is less likely to churn than one who doesn’t submit any. It goes back to usage. If a customer is using your product/service and needing support’s help then that’s better than a customer who doesn’t show any signs of activity.I know in my experience that a customer that never has questions when we meet is a red flag! What I do to address that is assign them homework and that helps me gauge exactly how engaged they are!I’d love to hear from you what is a red flag and how you address it early on!

If you say yes to any of these, it may be time to invest in an onboarding software that can help you improve your OX: Manual onboarding processes are taking up too much time: If you find that your team is spending a significant amount of time manually onboarding clients, it may be time to consider a client onboarding platform. Automating certain aspects of the process can save your team time and make the process more efficient. Your onboarding process is inconsistent: If your team is struggling to provide a consistent onboarding experience for clients, a client onboarding platform can help standardize the process. You're losing clients during the onboarding process: If you're experiencing high churn rates during the onboarding process, it may be a sign that your onboarding process needs improvement. A client onboarding platform can help streamline the process and provide a better experience for your clients. You're scaling your business: If you're expanding your business and brin

Happy Monday everyone! Let’s talk about clients who go dark! While there are several factors that may play into the client disengaging, I’d love to hear your thoughts and strategies on getting those clients back on track!Comment below!

Onboarding is the process in which you help new users get familiar with your software/service/product. Many companies and teams are focused on the first AHA moment or initial time to value. However, in order to drive renewals you need to set the customer up for continual success. That’s where adoption is the name of the game! When users don’t adopt your software, service, or product the chances of renewal drop significantly.What are some of your tips and tricks for ensuring your product is installed correctly and users know how to use it so it doesn’t become shelfware?Comment below! 👇👇👇 

As someone who understands the importance of client onboarding, you may have noticed that during these economic times companies may reduce their investment in client onboarding. Investing more resources into customer onboarding could lead to improved customer success/satisfaction, retention, and ultimately, revenue. However, convincing your higher-ups to allocate more resources to this area may be a challenge.What are ways that you help them understand the value of this team? Specific examples or statistics to support are encouraged!