Water Cooler

Hi everyone! As you know we’re looking to revamp our Professional Service feature offerings and we’d love to hear from everyone and see what kind of things would make Resource Management better than ever.I promise that we will read every single comment so don’t be shy! Let your voice be heard!

I was talking with a colleague about basic training for new users in applications, and how a lot of websites/apps are running with tools like WalkMe, Userpilot, etc to give step-by-step training on a DIY basis. Super cool. Wanted to pick the brains of this community to see…What in-app training tool are you using? Are you using with web-based (browser access) tech, desktop, or both? What do you love/hate about it?Exploring options to bring to our team for future enhancements - thanks for any input!!

I created a task that I wnt my customer to sign off. When I click the Require Sign Off slider to turn it on, I am unable to save the task because it says I need to sign off at that time. I’m apparently not understanding how this works. Anyone able to set me straight? Thank you. 

The customers we support LOVE engaging via text and we see much higher response rates when we reach out via SMS instead of email or phone.We currently use Zoom Phone, but it’s been cumbersome.Difficulties in associating conversations back to the SFDC Contact If PM’s out OOO - it’s not easy to route text’s to other team members.  The App doesn’t do a great job of notifying our PM’s when a text comes inI’d love to know if anyone else is using SMS within their projects and what platforms/tools you’re using! I know Guide released SMS notifications, but we’re looking specifically to reach out, engage, nudge, ask questions, etc.

Better than the best kept secret of Santa’s presents to your kids...did you know that GUIDEcx has a three-tiered partner program?! The best partnerships in life share some key elements:1- They are mutually beneficial2- There are aligned goals and vision3- Sharing of complimentary strengthsThe partner program is amazing for building your own personal brand, helps the network of GUIDEs grow which benefits everyone directly in the community, and can generate revenue for individuals or companies. If your company has a partner program, or you would like to hear about the basic affiliate program, let’s chat! 

Hey all! Curious if any of you are willing to share your price points and offerings when it comes to your implementation packages?I’ll go first - we currently offer two options, one at $2000 and another at $10,000, but we are struggling at really differentiating the two when it comes to execution.  What criteria goes into the package (training, data work, number of meetings)? How do you make sure that your team doesn’t over-deliver? TIA!

I get it. Newly onboarded customers might have a hard time letting go. (I've even heard some people call their handoff calls "Break up calls"). After all, you worked hard to be a product expert, a trusted advisor, their advocate, the list goes on.Here's my standard format for a handoff call:🟢 Introduce the customer to the CSM and vice versa🟢 Give a brief overview of how amazing each member was to work with🟢 Set basic guidelines for when to reach out to support vs. CSM ("Support's job starts when the product stops working")🟢 Turn the time over to the CSMHow do you set clear boundaries to make sure that the customer is empowered in knowing where to go if they have questions post onboarding?

Drop a picture of you in your Halloween costume below!!!

I’m putting together a little packet of valentine day cards that can be shared next month. Drop your best ideas below! 

It’s Turkey Time! What is everyone’s favorite dish for Thanksgiving??

Hey everyone! In honor of National Reading Day (Sat, March 2, 2024) I’d like to write a book with your help!If you know me, you know that I want to make customer onboarding the cool kid job.Part of completing that mission is to write a Children’s Book about customer onboarding.That way after a long day of onboarding customers and delivering value, we can read to our kids about onboarding.I’m thinking we should do an ABC’s kid’s book.So please, let’s put our brains together and write this book!I’m excited to see what everyone comes up with!

I condensed 10+ years in Customer Onboarding into 10 related memes for the modern Onboarding Manager! Click the link and comment “me” on the post and i’ll send it your way! Would also love to connect with you all on Linked-in as well :D https://www.linkedin.com/posts/matthew-davidson-3b565832_saasstartup-customeronboarding-activity-7151090525389881344-vOEb?utm_source=share&utm_medium=member_desktop

For those of you who didn’t know, Santa has been using GUIDEcx for years. Check out his process! PS Did you know that this process takes 50 business days? That means Santa makes his list and checks it twice in early October (Oct 11 to be exact - assuming everything after that goes smoothly!) to ensure a successful Christmas! So if you made the nice list by October then you are set! If you didn’t, then chances are you’re getting coal. (Sorry.. there’s always next year!)

  Gotta gooooo, byyyeeeee!!!!

I’d love to learn more about you all! What are some traditions that you’re looking forward to this holiday season?

Everyone has at least one movie that they could watch over and over again without getting tired of it. What’s yours?If you don’t have one, what’s a movie that you find yourself quoting a lot?

Meeting recaps are so important! They have so many benefits! Here are just a few:It serves as a record of what was discussed on the call, who was on the call, what action items were set, etc. It helps keep the customer in the loop with what they need to do next (recaps should always contain next steps and what not!) It helps you know what was discussed in a certain meeting! That way when you’re prepping for the next meeting you can save time by reading up on what was covered and what not!

Ever since getting in the onboarding space, I’ve learned a lot about what makes a good onboarder and I see it everywhere - from my day-to-day to the big screen! So what movie characters are good onboarders?I’d love to hear who and why!

It’s time to humble brag! Did you just learn how to do a handstand? Did you just purchase a new home? Did you just restore a classic car???Let’s hear about it below!

Do you have a pet? Show us!!! I want to see all the puppies, cats, fish, horses, pot-bellied pigs, ferrets, frogs, snakes, etc!!! 

**Bonus points if you say “client onboarding professional!” 

Is bacon overrated?Do we need to get rid of Daylight Savings Time?Are the aliens unveiled by Mexico real or a middle school art project???Let’s hear it!!!

This week’s Water Cooler Wednesday is not as innocent as it seems! Not only do I actually want to know where everyone is from, but as events/conferences are on the rise I want to know who I can meet up with in the area! So don’t be shy! Tell me where you’re located so we can potentially meet up!

No matter how well the meeting went, I find that customers forget what they need to do almost immediately. Thank goodness for meeting recaps! What tools do you use to assist in writing meeting recaps?