User Tips

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.

Projects tags a great way to organize your projects, make them easier to find, and provide a visual reference and custom report for your team members! Learn more about how to use Project Tags here!  

We are looking for a good “how-to” guide to present Guide to external clients who do not have tasks directly assigned to them. It may all seem overwhelming/confusing to them to look at a project and not have any tasks assigned.Any tips/notes are helpful :) Thanks in advance! 

If you’re in SAAS you know that one of the biggest hurdles to overcome is change management. That’s because humans are creatures of habit. If we were onboarding computers, all we’d need to do is change a few lines of code - then presto change-o the new solution is rolled out.That’s why I believe that software will never solve the problem.We can’t just spit out facts and expect that to drive organizational change. Change is complex because humans are complex.Take me for example. I’d love to be in tip top shape. I’d love to have healthier workout habits. I know the stats. I know the numbers. I understand WHY I need to change. Heck, I could buy a gym pass to change, but the gym will not change me if I don’t show up and put in the work.That’s the key. Change takes effort. Intentional, consistent effort. So how do we help new clients drive that change?  Please comment below (bonus points for sharing actionable pro-tips)! I’m all ears.

SaaS Customer Onboarding has been my professional focus for the past 10+ years. Two big areas that seem to continue to separate smooth onboardings from rough/extended ones are these: - Client Availability- Client Commitment How has your organization worked to address these or any helpful tips/tricks for addressing these two areas?

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!

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!

Similar to Project Tags, Task Tags are a great way to label tasks with visual cues! Learn more about how to use Task Tags here!  

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!!!

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.

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! 

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!!!

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!