EVENTS
GROUPS
TRAINING
GUIDEcx

What integrations have you built with the GUIDEcx Recipe Builder?

3 months ago

Home
Community Forums
User Tips
Onboarding Tips

Onboarding Tips

Get advice from others how to improve your onboarding/implementation experience

73 Topics
248 Replies

When you subscribe we will email you when there is a new topic in this category

73 Topics

Recently active

Most replies Most views Newest first

Celia_at_FleetioNew Participant

posted in Onboarding Tips

RFPs - How much info is too much?

Curious as to if there are any tips / formats / standard y’all follow will filling out RFPs that ask for a breakdown of implementation services? I provide a high level breakdown of our different phases and a few short sentences as to what is required within each phase. When it comes to time commitments, I struggle to put accurate numbers as I want to be realistic but also don’t want to scare the prospect off as to what will actually be required of them.

2 days ago

emaynezCommunity Manager

published in Onboarding Tips

From Cost Center to Cash Cow: Rethinking Customer Onboarding

Customer onboarding, is the most crucial phase in the interaction between customers and a brand, because it holds immense significance for overall success.Fortunately it’s essential. Overlook your onboarding experience and your retention will suffer.Unfortunately it’s viewed as a cost center.Why is that the reality? Here are the top two reasons (I’d love to hear your thoughts too)Resource Allocation: Onboarding requires people, tools, and time. Customization + Integrations: Depending on the complexity of your product or service, onboarding may require customization or integration efforts to meet the specific needs of each customer, adding to the overall cost.How can we change that narrative? Here are some ideas I have, but please share your thoughts below!Emphasize the Long-Term Benefits: Measure things like customer retention, CSAT, and lifetime value. Quantify the ROI: Gather data around churn rates, upsells, and customer referrals. Align with Business Goals: A well-executed onboardi

160

11 days ago

Debra OlberdingNew Participant

asked in Onboarding Tips

Training Consultant using Guide CX

Hi All,I am looking at using Guide CX in a Training Consultant role. Does anyone have a template they created for this role using Guide CX?

16 days ago

emaynezCommunity Manager

published in Onboarding Tips

HOW TO ONBOARD BUSY PEOPLE

Onboarding people is hard.Onboarding busy people is even harder.The secret to engaging busy people is to communicate more clearly.I’m always on the look out for content that is applicable to customer onboarding. I found this webinar from the Harvard Kennedy School that talks about “The Science of Corresponding with Busy People.”Todd Rogers, a behavioral scientist and professor of public policy at Harvard Kennedy School shares his take on the five principles for effective communication and how to implement them in your writing (emails, task instructions, meeting recaps, etc).The 5 principles Todd shared are:Use fewer words. Less is more. Get to the point faster to get people to higher engagement. Decrease reading-level. Making it easier to read will increase engagement. Format to direct attention. Formatting can highlight what the writer thinks is most important. Use it judiciously. Make key information obvious. The point of the communication should be obvious. Don’t make it a maze to f

2325

23 days ago

sharonruizParticipating Frequently

asked in Onboarding Tips

Customer Success Plans?

We have a great kickoff call agenda and slide deck, but it does not include a Customer Success Plan which we are contemplating adding. Does anybody out there have any best practices around the CS Plan or have a template to share? I’d love to hear your input!

24 days ago

emaynezCommunity Manager

published in Onboarding Tips

Share this one-pager with your sales team to reduce customer fear

The number one momentum killer in onboarding is “fear.”When prospects sign on the dotted line and become new customers they are overwhelmed with excitement, but also fear.Think of the last time you made a big purchase. 🧐Maybe it was a new car!Maybe it was a vacation to some tropical paradise!Chances are you felt excited, but in the back of your mind your brain is looking for evidence that it was a good decision.That’s called cognitive bias.It’s just your brain (mankind’s best friend because it’s evolved to protect us from all sorts of harm) trying to confirm that your actions (in this case making a big purchase) was the right choice.So put yourself in your customer’s shoes.They just purchased an amazing software/service.They would be so sad if things didn’t go as smoothly as they were promised from sales.One antidote to fear is to “share understanding.”In this case it can be as simple as a one-pager that explains “What to Expect” for their onboarding.When sales shares something as sim

592

25 days ago

emaynezCommunity Manager

posted in Onboarding Tips

Better Pizza Experience can inspire a better Onboarding Experience

Remember that local pizza shop called “Domino's Pizza”?This is their stock price over the last 20 years.It was worth around $8 back in 2004.Today it’s worth over $400.So what changed?In 2008, Domino's realized that customer uncertainty about 🍕 delivery times was impacting their bottom line.As such, they decided to implement the 'Domino's Pizza Tracker' which provided full transparency to customers throughout the order process.The Lesson? 📖Research has found that it is less psychologically stressful to know something negative is about to happen (i.e. late pizza 🚙) than it is to be left in uncertainty (i.e. no idea where 🍕 is).Bad news is better than no news. Keep your customers updated and you’ll see some serious returns.

2 months ago

emaynezCommunity Manager

published in Onboarding Tips

What are your 2024 Onboarding Resolutions?

It’s a new year, which means we have new goals, aspirations, and more!Since we’re a community dedicated to all things onboarding, implementation, and project management… I’d LOVE to hear what your goals are for this year! Comment below!

630

3 months ago

emaynezCommunity Manager

asked in Onboarding Tips

emaynezCommunity Manager

posted in Onboarding Tips

"BOO"-sting Adoption Rates

Happy Onboarding October! This is the second of five (2 of 5) QOTWs for Spooky Season!For this question, I’d love to see what strategies you’ve used currently or in the past to boost customer adoption of new products/features! How can you make adopting new tools or services less scary for customers? Drop your thoughts below!!!

6 months ago

Mark MitchellEmployee

asked in Onboarding Tips

How do you manage context switching?

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

6 months ago

emaynezCommunity Manager

asked in Onboarding Tips

Do you invite the Contract Signer (Executive Sponsor) to the Kickoff call?

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?

6 months ago

emaynezCommunity Manager

asked in Onboarding Tips

Who here has a trick up their sleeve for engaging with ghosts?

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.

6 months ago

chloehandelmanParticipating Frequently

asked in Onboarding Tips

Anyone have experience with onboarding / customer success with dating apps (or similar)?

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!

6 months ago

emaynezCommunity Manager

posted in Onboarding Tips

🎃 The Haunting of Churn 👻

Happy Onboarding October! This is the first of five (1 of 5) QOTWs for Spooky Season!For this question, I’d love to explore what retention strategies and tactics have been most effective in keeping customers from disappearing? Nothing is spookier than a customer who churns. What ways have you used that worked to keep them safe? Drop your thoughts below!!!

6 months ago

JeffKushKnown Participant

posted in Onboarding Tips

New Podcast on Implementation this week

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!

7 months ago

emaynezCommunity Manager

published in Onboarding Tips

QOTW 9/25: How can you decrease TTV and increase CSAT?

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:

1264

7 months ago

emaynezCommunity Manager

published in Onboarding Tips

QOTW 9/18: How do you keep customers motivated during onboarding?

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

1345

7 months ago

emaynezCommunity Manager

published in Onboarding Tips

QOTW 9/11: When should you create emotional connections with customers?

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

982

7 months ago

emaynezCommunity Manager

published in Onboarding Tips

QOTW 9/7: What does good customer onboarding look like according to customers?

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:

841

7 months ago

emaynezCommunity Manager

asked in Onboarding Tips

QOTW 8/28: What are effective change management strategies in onboarding?

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:

7 months ago

emaynezCommunity Manager

posted in Onboarding Tips

Things I wish I knew: Cameras that are turned off are a turn off.

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

7 months ago

Page 1 / 3

Didn't find what you were looking for?

Ask a question

Terms & Conditions Cookie settings

Sign up

Already have an account? Login

Login with SSO

Username *

E-mail address *

Company *

Job Title *

Password *

I accept the terms & conditions

loginBox.register.email_repeat

Join the GUIDEcx Community!

No account yet? Create an account

Login with SSO

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.