User Tips

Hello, all! I’m trying to create KPIs/Metrics that will help drive the right behaviors in GuideCX by my internal team members. What kinds of metrics are you all using to do this?For example, I’m going to use the Task Efficiency Report to identify patterns of late tasks for team members. This will enable me to have a conversation with the individual and ask what blockers they are facing to getting tasks done on-time.Any other ideas on what reports/metrics you’re using to drive good planning, communication, execution, etc. within Guide? Thanks in advance!

We have been using GUIDEcx for just over a year. We are using it for SaaS software implementations at the Enterprise level. Our implementation plans are long and complicated. We would LOVE to chat with other GUIDEcx customers that are using it at this level as well. I am sure there are things we are doing that could be done differently or better, but we really need the perspective of someone using it in the same way. Anyone willing to chat with me?  

Hi! One of my customers brought to my attention the confusion of the PM Note of an overview.  I never really thought about it as I craft these each Sunday before they launch on Monday, but I am now seeing that each recipient gets the communication as if I am talking directly to them!  It makes sense, but I don’t think I ever fully put it together until this very moment.I was thinking it might be nice to have a primary and then secondary notifications – meaning the main person you are working with vs the others.  Since you can only assign a task to one person, what if you could designate 1 person for the overview or create a cc for those less involved?Also, I am looking forward to hear any best practices around this effort so that I can improve things.Please let me know.Thanks! Jenny Tracy

 Yesterday we had the pleasure of having @annalise Arvelo join us for a webinar to share how Quantum Metric has scaled to $100M in revenue and created an onboarding process to match the sophistication of their new customers.If your missed it, you can watch “David Onboarding Goliath: Scaling Exponential Growth” here ➡️ https://bit.ly/3XqC9O5During the webinar Anna Lise asked the audience, "What in your village needs to be burned down?".In other words, what is no longer serving you any more? At Quantum Metric they implemented “Meeting Doomsday” - canceling internal meetings for 2 weeks then taking an audit of every internal and external meeting.What is the value? What are the tangible outputs? How are we measuring success?After reviewing feedback and impact, only meetings that were deemed essential were added back to the calendar.What are you doing to make space for your team to determine what should be burned in your village? -----If you want to try “Meeting Doomsday” at your org, check

Hey everyone, We use GuideCX as primarily an Onboarding/Implementation project management tool.  During our Kick Off Meeting with the customers we go through a slide deck with a series of Requirement Questions.  For ease of viewing I use Google Slides to list the Questions.  I don’t want to go out of presentation mode to stop and type up their answer - but instead will go back through the meeting transcript later to gather and document all the answers.My question is this - where do you all store your Requirements information that you gather?  Our requirements are pretty simple - no need for a huge complex document. It doesn’t make any sense to go back and put it in Google Slide deck - no one will ever open that file again.  I currently put it in meeting notes - in the Kick Off Task - but that also would be difficult to easily find and get back to.I was considering like a Google Sheet that is attached to the project.  I think I read where I can set up with the project initiation recipe

One area that I consistently struggle in my GuideCX Project Plan is interacting with the customer to schedule their Implementation Kick Off and User Training meetings.  I’ve been striving to keep all of my communication with the customer coming from GuideCX if possible - so it reflects the total picture of the history of the project.  I have a task that is assigned to the customer called Schedule your Implementation Kick Off Meeting!” and in it - I have embedded a Calendly Link to my calendar so that they can select an available time that works for them. But I have found that I have a better response rate for scheduling if I utilize the Calendly feature where you can actually insert availability that they can select and schedule quickly.  So sometimes I reply to the task email from GuideCX and add that availability if I haven’t heard from them. Can anyone share how they handle meeting scheduling with their customers through the GuideCX project?  

I’m currently redesigning some onboarding flows for my new company. Here’s my framework. Feel free to steal it or let me know what you would add/take away!

I’m looking for inspiration on how others name their GuideCX Projects.  With the original basic interface with HubSpot - the GuideCX Project Name would match the Deal Name in HubSpot.  Now with the new Recipe Builder we have complete control over Project Naming and I would like to take advantage of that.I think the Deal Name is a bad idea because it isn’t “user friendly” and it’s long.  Here’s an example Center for American Progress - 6 Tuners + MTVH + 1 Custom Stream + 50 Event HoursSo that is really silly in all of the GuideCX emails to the customer referring to the project.  I think it’s important that it has the Customer’s Name in it (for our benefit) and our name in it (for the customer’s benefit.  But other than that - do you add anything else?  I’ve been playing around with this scheme - but it still gets kind of lengthy[Customer Name} - SnapStream [Purchase Type] - [Platform]Big Boy Agency - SnapStream - New - Cloud w/ Managed TV Hosting So what do you all do?  Show me your Pro

My team has a very dialed onboarding process.  However, our account management/ongoing customer success program could use some TLC.  Can anyone in this community point me to some resources that can help us learn about best practices for customers outside of onboarding?  We are looking for recommendations on PLN’s, books, articles, podcasts, blogs, etc. that you have found beneficial.  Thank you in advance! 

I’m sure I’m not the only one who is getting asked about how we can improve our AI usage at their company. Since guideCX is a critical platform for my teams, I’m curious if anyone has started to leverage AI to help increase efficiency in the use of the guideCX platform?  I’m not necessarily sure where the value could lie directly, so any out of the box use cases people would be open to sharing would be really cool to hear. Would love to get some inspiration 🤓 

Q: I would like to have a record of emails being sent to my customers; how do I do that?A: There are several ways to accomplish this:By leveraging WATCHER functionality. By leveraging the GLOBAL BCC functionality. By leveraging the PROJECT LEVEL BCC functionality.You can deploy any combination of the above as needed; please review the help articles linked above for full details! OVERVIEW:Leveraging WATCHER functionality:Whenever you want activity associated with a given task to cc. a certain stakeholder, consider leveraging WATCHERs. You can add yourself as a WATCHER, and/or add additional users as WATCHERs. Increasing visibility will increase accountability by adding team members to mission-critical tasks. Stakeholders can be added as watchers to tasks where they are not contributing directly to ensure there aren't hiccups along the customer onboarding experience! Watchers receive emails whenever something interesting happens to a task - assignee changes, attachments are added, notes

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. 

Hello All, My team has customers with a bunch of sites/locations where each site needs an entire project plan to onboard. How do you manage those using GCX? I’m just curious what other customers are doing to keep this organized and ensure the visibility for internal users and customers alike is simple as well as how you manage them functionally.  Thanks in advance!

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

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.