User Tips

hi there!I was on the GGR podcast and we went over a subject I am passionate about- https://www.podbean.com/ew/pb-dqsgs-14b0d02 enjoy!

Onboarding should be a breeze, right? That’s what we’re all working towards after all. Short time to value, and high customer satisfaction is the name of the game. Unfortunately there are so many things that can get in the way of that - busy schedules, complex data migrations, working with people you don’t manage, just to name a few.Instead of increasing headcount and building custom solutions that can help accelerate that time to value, what are some creative ways you’ve seen TTV get reduced and CSAT increased?Chime in below with your thoughts or challenges and don’t forget to hop on this week’s livestream to discuss in person! RSVP here:  

Q: I created a TEMPLATE A that shows a 55-day plan.  When I create a PROJECT B that pulls in TEMPLATE A, the PROJECT plan indicates a 77-day plan. Why?A: The TEMPLATE A that you created is a building block that is not yet aware of when it will be launched in a PROJECT.  Once you pull that TEMPLATE into a PROJECT (such as into PROJECT B above), the plan will now have calendar dates associated with it, which include weekend dates.  It is those weekend dates that cause the overall plan days to appear like they are exceeding what your original TEMPLATE A had indicated.Many thanks to @Sara Fowers for her brilliant insight here as always 😀

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

😏 Great news! Today I’ll be joined in my Recipe Builder Q & A MasterClass by GUIDEcx’s very own @Hamani.Po'oi who’ll be able to answer your toughest Recipe Builder questions! Join us at 1:30pmET to learn more about how you can be the integration architect of your wildest dreams! Let us know you’re attending on the Events page or via my Calendly link so you can access the recording! We hope to see you there! 

I like to think of onboarding as if we (the customer and I) are going on a hike. It’s worth the view, but usually requires more effort than going for a leisurely walk.There’s a number of parallels I can draw, but I’ll stick to one for this prompt: Imagine we are hiking up Bell’s Canyon (A local Utah Favorite). At the end there is a beautiful waterfall (pictured below), however right before you get there, there is a STEEP incline. And when I say STEEP, I mean call me a “life flight because I might not make it” steep! For half a mile you’re basically on all fours just scrambling up the route. This is usually where people lose their motivation and give up. The first time I did this hike I had a friend who acted as my guide and they gave me the perfect amount of motivation to finish it. I’m not sure I would’ve made it without them. Check out the comments below for how their tactic of keeping motivated can be used to keep your customers motivated during onboarding!Don’t forget to share your

What are some pro-tips that you wish someone shared with you sooner??? Let’s get a list of amazing pro-tips together!

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

Part of creating an onboarding experience that delivers value and helps customers get started on the right foot depends a lot on creating an ✨EXPERIENCE✨In order to take a process and turn it into an experience you need to make emotional connections with your customers. I highly recommend checking out the book: The Power of Moments. “But for an individual human being, moments are the thing. Moments are what we remember and what we cherish. Certainly we might celebrate achieving a goal, such as completing a marathon or landing a significant client—but the achievement is embedded in a moment. Every culture has its prescribed set of big moments: birthdays and weddings and graduations, of course, but also holiday celebrations and funeral rites and political traditions. They seem “natural” to us. But notice that every last one of them was invented, dreamed up by anonymous authors who wanted to give shape to time. This is what we mean by “thinking in moments”: to recognize where the prose of

Take a second to put yourself in your customer’s shoes. If you got dropped off into your onboarding experience what parts of the onboarding, if any, would:Blow your socks out of the water? (In a good way) Leave you confused, wishing you had better communication? Get you lost, wishing you had more guidance?I’d love to hear your thoughts on the questions above. (No need to go in detail, but I bet your customer’s pain points are similar to other’s pain points!)Let’s compile a list of things that customers would deem a good customer onboarding! Drop your thoughts, questions, and challenges below so we can cover it in our weekly livestream: 

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: 

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

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

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? 

I came across this visual the other day and I wish I had seen it sooner! If you’re seeing project momentum slow down in your onboarding experience, you might think “If only we had a better data importer, then our onboarding would be way faster and we would get higher adoption and faster time to value!”That would definitely help, just like a faster elevator would definitely solve the “elevator is too slow” problem. However, reframing the problem will reveal some cheaper solutions that do the trick. So… how could we reframe the problem: “The manual data import kills our project’s momentum”Maybe the hang up is they don’t know who to talk to get that data, or maybe it’s not clear which data they need to get so they disappear. Potential solutions to the new problem could be a 5 minute explainer video or a help article! Much cheaper than creating a new data importer.

I have a working theory, but I want to see what you vote! Do customers come into the kickoff call super excited, then walk out like they just saw a ghost? 👻👻👻Do they come in reluctantly, but then leave super pumped? 💪💪💪I want to see if there’s something happening in Kickoff calls that’s exciting/overwhelming them! Vote below!

Please respond to the poll :) Thanks!

Several of our team members have been talking about PMI certification courses available online.  We’re curious which courses you may have taken, who offered them / costs, and your overall objectives for doing so in your careers.   Here are some conversation starters on the subject from one of the websites I visited yesterday.    Why get a project manager certification?1. Demonstrates that you are capable and knowledgeable in project management2. Gives you an edge over other job applicants who don’t have a certification3. It helps you land a higher-paying job4. It helps you get promoted quicker5. Encourages continued learning6. Provides a network of other professionals7. It gives you access to exclusive resources8. This can lead to other opportunities The best certifications to get for project managers.1. PRINCE2 Practitioner.2. PMI Professional in Business Analysis (PMI-PBA).3. Certified Project Manager (IAPM).4. eCornell Project Management Certificate Program.5. Certified Associate in

GUIDEcx’s mission is to help people work better together. I’d love to hear how you and your team use GUIDEcx to collaborate internally and with customers! Drop your experience and ideas below!

One thing I didn’t learn about until I was well into career as an onboarder was the power of Onboarding Checklists! These are essentially a list of items that you review with the customer as part of a handoff call to CSMs to share what you’ve delivered on.These can be a google form, a milestone, a note, etc! What’s important is that you capture what you implemented and that the customer signs off on it!  If you use an onboarding checklist, what are some of your best practices???

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!

What is it? When should you use it? What are the pros? What are the cons? How do you go about building it out? Let’s hear your thoughts!!!

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?