GUIDEcx Inspiration

No one likes to get called out by the teacher!! If you practice to message customers on late tasks within 1-3 days of a task becoming overdue, you increase the chances of on time task completion for all future tasks because your customer realizes you’re keeping a close eye! But don’t spam the resend button 😅 . Leave a note first and then hit resend and give them the opportunity to act. Rinse and repeat for future late tasks.  Check out Best Practices below!   

Q: I have updated my project start date to reflect a new, later date, and I see the correct (revised) dates in the Project Overview:Project Start Date reflects the new start date I’ve entered Planned End Date also reflects the new end date I’ve defined Forecasted End Date is also automatically updated to reflect the new start dateFor example, from Project Start Date = 5/19/23To Project Start Date = 1/1/2024 But why do I still see some start dates in the project reflecting the original project start date?For example, I see date information relating to the original start date in:Some Milestone Headers Some Task cards The GANTT Viewer A: This is likely because 1 or more of the following causes:Any tasks that were already marked DONE prior to your revision of the project start date, REMAIN DONE on their DONE date. Any tasks with dependencies on those ‘previously-marked-DONE’ tasks will also show that they can start on dates as soon as possible after their input dependencies. As a result, i

Check out our Help Article on Which Customer Team Members to Invite, and what level of Project Visibility may be best for their role! 

Want to learn more about PM Notes? Check out our PM Notes Help Article and Customer Engagement MasterClass recording to start using them today!  Send your customers off in style using the PM Note. Here's how you do it:1. Have an internal hidden task name "Add PM note" at the end of your template2. Before marking the project as done, add a personalized note to the PM Note.3. Mark the task as done.4. Mark the project as done.5. CelebratePRO-TIP: Things to include in your PM note. Thank you's, Congratulations, reminder about CSAT survey, and links to post-onboarding resources (help center, community, etc).How do YOU use PM notes? Let us know in the comments below!

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! 

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

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.

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.

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???

Stakeholders make or break renewals. If you want to keep them happy during onboarding and create a neat experience for them, KEEP THEM IN THE LOOP!If you have a shorter onboarding experience (sub-90 days), weekly emails work great! If you have a longer onboarding experience (90 days plus), monthly works better!Things I like to put in my Stakeholder Update Emails:Highlights aka things accomplished. Get them excited to see what we’ve done! It’s nice for them to know how much work we’ve done for them! Next Steps aka how much we have left. Help keep those expectations in check by showing them what next steps are and which resources are needed to stay on track! Hurdles (help them see what roadblocks we’ve run into or could run into) This is a great place to call out unexpected things like “Customer Team Member A isn’t doing their tasks”What did I miss?

At GUIDEcx, we quote the study mentioned in this video a lot, but it makes a huge difference and requires very little effort on your part. Take 3 minutes to review the video and let me know what you think. Is there anything else you would suggest that onboarders try that makes a large impact without requiring much lift?

After signing a contract there are lots of things running through a customer’s mind. Things like: “Did I just make a big financial mistake?”“Should I have signed up with a different vendor?” The list goes on. Fear, remorse, and regret are some of the most common feelings new clients experience post-signature. This is a totally natural thing that humans experience. It’s a mental process called, “prospection.” Your brain conjures up best case and worst-case scenarios of what your life will be like with the new product/service. The longer time goes by without a kickoff call scheduled, the worse those worst-case scenarios become.The best way to stop that post-purchase anxiety is to provide a clear ending of the buyer journey and a clear beginning of the customer journey. You can do this by scheduling and conducting a kick off call.I recommend measuring and reducing that TTKO (Time to Kick Off). The worst onboarding experiences (low CSAT scores) will have a high TTKO. It’s common that the b

Howdy! Long time listener, first time caller 👋 We’re currently nearing the completion of our implementation of GuideCX (super stoked to go fully live btw) and I wanted to see how everyone else setup their `Status Change Reasons`. In our previous solution, we didn’t have as much granularity available.  For example, we only the following:Cancellation Client not ready Construction Delay Data Migration Issue Earlier Date Requested Internal Mistake UnresponsiveI’m hoping to gain some inspiration from the community in seeing what everyone else has in place. 

Q: I no longer wish to receive certain reports scheduled previously for delivery to my inbox; how do I unsubscribe from those reports that arrive from LOOKER?A: Depending on your license type, there are different steps you can take:If you are the person who scheduled the report for delivery to yourself and/or others, you can terminate the scheduled delivery for all recipients as follows:   Go to the Report in question in GUIDEcx, and click on the vertical ellipsis in the upper right corner. Any scheduled reports will now show up in a pop-up menu where you can choose to cancel (Delete) them for all recipients. Please see image the image below for details:   Image 1: Deleting a scheduled report for all recipients  If you are the recipient of the scheduled LOOKER report, and no longer wish to receive it, you can directly unsubscribe from that report by clicking on the Unsubscribe link provided within the email itself! Please see the image below for details:   Image 2: Unsubscribi

You should always have at least 2-4 key contacts on the customer’s team. It’s a massive risk if you only have one point of contact (what if they go on vacation, what if they leave the company, etc). You definitely never want to have all your eggs in one basket. The more you do that the bigger risk you run of having to start over. Whenever I do an onboarding I always request that sales provides 3 points of contact from the customer. One is the executive sponsor (person who signed the contract), the app owner (person who I will work the most with), and a power user/champion (an end user that will champion the adoption of the product). If you have those three invited, your chance of completing your onboarding on time goes up significantly.

Q: I’ve reset my password and still cannot login to GUIDEcx.A: Ask your Admin to ensure your userid is ACTIVE in the GUIDEcx User Administration page.  If your userid is deactivated, attempts to change your password still won’t allow you to log in.  Make sure you are logging in with an active userid, and from there, change your password with Forgot Password at the login prompt if required.

Happy Pro-Tip Tuesday!Watching recordings of your calls as an onboarding manager is like studying game tapes for a pro athlete. It's a fantastic practice with several benefits - my favorite is outlined below:Reviewing your call recordings gives you a chance to evaluate your performance objectively. Just like a coach studying their team's gameplay, you can analyze your communication style, identify any areas where you can improve, and make adjustments to become an even better onboarding manager.Think of it as an opportunity to fine-tune your skills. By watching those recordings, you can pinpoint specific areas you want to develop. Maybe you'll notice opportunities to enhance your active listening skills, empathy, or the clarity of your instructions. It's all about becoming a top-notch onboarding pro!Reviewing your call recordings is not just about self-improvement—it's about becoming the MVP of onboarding. It's about enhancing your skills, coaching yourself to success, and ensuring your

Here at GUIDEcx we’ve been talking a lot about how beneficial it is to have 3-5 customers added to your projects. It helps to keep all key players informed and it also actually helps to increase your on time completion rate! 🏆Read more about that here.But one thing that might help to know is that not all customers need to be given the same view of the project. You can customize each users experience to match what they are needing to see.You can choose each customer user’s view at the time that you add them to a project, but it will default select Compass. You also can change their view at any time if needed. Check out how here.Project ViewsThere are 3 types of project views for a customerFull Project View This will give your customer full view into all public tasks, notes, attachments, activity log, etc on the project. They can check where each of their team members is at, where your team is at, and see the project overview, and receive project overview emails (unless they are disable

https://www.tiktok.com/t/ZT8eR6j7v/Did you know I’m building this because there was never anything else like it? Let’s connect, collaborate, and elevate onboarding experiences together!

As onboarding and implementation professionals can we do away with calling it an “onboarding/implementation PROCESS?” Let’s call it an ✨EXPERIENCE✨ Plus, OX sounds way cooler than OP.When I first started as an onboarder, I was constantly chasing information and drowning in deadlines. My job was to make sure people I didn’t manage were completing tasks. (There’s a reason people liken project management to herding cats)Anywho, one day it just clicked that I was doing more than just chasing information and marking tasks as done. I was delivering value. I was delivering an experience and to be completely candid, the experience I was delivering was sub-par. That’s what I wish I knew day 1 of my life as an Onboarding Manager. Whether you’re aware or not, you’re delivering an experience. Make it a good one! Here are my top 3 tips to elevating the onboarding experience you’re delivering:1️⃣ Clear Communication and Expectation Setting:Craft a structured onboarding plan, outlining steps, timelin