User Tips

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

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! 

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!

In case you missed the webinar with GUIDEcx’s BI team where they shared 5 strategies for transforming client onboarding for the best outcomes you can watch the replay here. You’re not going to want to miss strategy #3: Implementing Real-Time Data alerts.Comment below on which strategy was your favorite! 

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!

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

These are two very different beasts to onboard. What are some key differences and approaches to onboarding an enterprise vs. SMB account?Drop your thoughts below!👇👇👇

Who has the best training experience for their customers? Do you have a team dedicated to training your new customers? Do you have your onboarding team conduct those trainings? We’d love to hear about it and how your organization approaches training and adoption! 

Where did my GUIDEcx tab go?! 😱I always end up with like 15,000 tabs open and hate it when my important applications get lost in the weeds. It’s why I like to run things like my email and calendar in their applications rather than running them in the web. GUIDEcx is an essential part of my work day, and so making it easy to get to and work with was HUGE for me, and thanks to Chrome’s ability to create manual desktop apps I was able to make sure it doesn’t get lost in my sea of tabs. Here’s how you do it! Creating a GUIDEcx Desktop Application Via Chrome Shortcut 🎁 Go to your chrome menu (three dots in upper right) More Tools > Create a Shortcut Name it GUIDEcx Check the “Open as window” checkbox   How to Create a Chrome desktop Application of GUIDEcx  Note: I believe other browsers have this same capability - but I use chrome 😅

In the GUIDEcx mobile app, you get the only view of all project and task notes in one place and it is in reverse chronological order. I absolutely love this feature because it acts as a newsfeed for everything going on with new customers. These notes from customers and internal team members are always in the context of their projects and tasks, so it is easy to understand where they are succeeding and struggling. From there, I can easily chime in, or send a note that only my team internally can see. This feels like a superpower.

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 👇👇👇

My favorite feature of GUIDEcx is the ability to personalize the experience for all customer and internal team users. Compass Path was recently released, giving you the option to designate a specific view for each customer user. Consider each person’s role, if they are looking for visibility or tools to execute, and assign a view that will help them work effectively and efficiently. For internal team members, explore our Gantt, List and Board views to find the experience that works best for you. 

Q: I just made several updates to the template(s) used in my live project.  I now want all the task changes I’ve made in this live project to be reflected back in the Template Library so future projects can leverage these updates.  Can I do that without manually recreating the changes in the original template?A: YES! If you have created project P using templates A,B, and C, and you have made updates to templates A, B, and C in project P while it is in flight, you can write back any/all of these templates back to your template library:Click on the 3 dots in the upper right corner of your project & select EDIT TEMPLATES The TEMPLATE INFO drawer will open where you’ll see a “Create template” link. Click on that link to create a copy of this project plan template back into your Template Library You will be prompted to give this written back template a new name, for example: A_v2 Repeat for as many templates in this project that you’d like to write back by scrolling further down in the

One of my favorite features of GUIDEcx is allowing my customers the ability to complete tasks without having to log into another system. Once a task is ready for them, an email gets sent out. It’s then as easy as clicking ‘Done’ directly in the email. Like magic, the task is marked complete! Completing a task without having to log in! 

I love using GUIDEcx project notes to send meeting recaps, project updates and have conversations with my clients and team members. It’s so nice to finally have a space to collaborate and coordinate, instead of having separate communication channels that I need to juggle.  It also allows all project members the ability to follow along and see a record of what has happened throughout the project :) truly a game changer.

Did you know that if you have an Admin or Manager license in GUIDEcx you can see all projects even if they aren't assigned to you. As you can imagine, if you have a large team this may be a lot of information to take in. That's why we built the "My Team" feature. When enabled your access is limited to projects, tasks and notifications related to you and your selected team members. To get this set up all you need to do is go into your profile settings » Select My Team » Select the team members you want on your team! 

TTV or time to value is a classic metric that every single onboarding team has a constant pulse on.It’s great because you want to know how long it takes a customer to go from signing the contract to getting value from your product/service. However, as the onboarding space evolves so do the metrics that we use. A common trend I’m seeing SAAS companies do is onboarding in smaller chunks. Story time!Growing up I was a swimmer. My main event was the 200m backstroke. I wanted to break the 2:00 minute barrier more than anything. However, I couldn’t because I was racing it 200m at a time. I’d go as fast as I could for as long as I could, but no matter what I’d be gassed at the end. I’d always get close to 2:00 minutes, but I could never break it.One day my coach approached me with a new plan. We were going to train splits. This meant instead of racing the whole 200m at once, I’d break it down into 4x50m phases. I’d race each 50m phase as follows (1 being the fastest and 4 being the slowest): 

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!