By Role

Customer Success Teams:

We Work, Where You Work

Good Customer Success starts with a good understanding of the value your customers hope to receive, and GUIDEcx helps Customer Success teams understand that value journey right from the get-go.

Male sitting at computer and smiling

CS Team Leaders

Onboarding Meeting female with computer and male writing

Customer Success Ops

screenshot of Task Management Cards and project plan

Task Management Automation

Easy Access for Customers and Team Members

Example of the Compass view in GUIDEcx

Strategic Project Transparency

Challenges We Solve For Customer Success Teams

CSMs can enhance the customer onboarding experience, drive successful implementation, and foster long-term customer satisfaction and retention.

GUIDEcx program management dashboard screenshot
Understanding Customer Needs and Expectations:
GUIDEcx platform time tracking report showing different projects in a table with columns for estimated hours, non billable hours, billable hours, total hours, total cost, total billable, and profit/loss
Coordinating Cross-Functional Collaboration:
GUIDEcx Customize-Customer-Views-Visibility showing in the onboarding platform how you customize views
Managing Time and Resources:

There’s nothing worse than not understanding an implementation. Raise your hand if you’ve felt left out of what’s happening. We’ve all been through it. Visibility and transparency are key to getting everyone on the same page and ensuring they are informed about what’s happening.

Your first step is looping in and inviting all the key points of contact to the project. Projects with more people (and the right people) involved have a better chance of completing on time and easily. Besides your customer success team, consider adding your sales team to the project. They are vested in ensuring what they sell is delivered successfully. They can also provide valuable insight into your new customers and what they seek. Including a technical expert will help you respond faster to issues that might come up during the implementation.

You should include the onboarding team and end users on the customer side. But also include those responsible for purchasing the product and third-party vendors. You want to make sure that everyone has an understanding of the new product or service.

Now that you have all the right people at the table, the next step is transparent communication so no one gets left out. Everyone on your project should be able to see the status and get updates whenever and however they want. This can be through a portal, email, or mobile app. If customers can access the project however they prefer, engagement and retention will increase.

This kind of transparency means no one is accidentally left off a meeting invite, deleted from an email chain, or kept out of an important conversation. When the right people know what’s happening, work gets done faster and better. Confusion and miscommunications will be eliminated, and overall customer satisfaction with your product and process will increase.

Your clients might not understand exactly how tasks impact each other. You should outline your project timeline and milestones. Then, you can identify what tasks can’t be started until the previous tasks are completed. When one task relies on another, we call these “dependencies.” If these are identified (color coding, underlining, bolding, etc.), you can also organize your emails/reminders that rely on the dependencies.

We also recommend creating dependencies for different tiers of the project. This is especially useful for larger projects with multiple steps in different buckets. Once you complete a milestone, you can easily see the next phase of your onboarding process. This keeps everything clean and organized.

This next step is important: Work together with your customer to identify risks. For example, key team members are going on vacation. When you identify these, you can set realistic expectations about how that might change the delivery timeline. Always give yourself extra room. If something changes a task’s anticipated completion date, don’t forget to update the dependent timelines and delivery dates.

Manual processes create unnecessary work and slow you down. These can include drafting emails, updating spreadsheets, and making endless follow-up phone calls. A long implementation process means customers wait longer before they can use your product or service. If they wait too long, they might leave and never return.

Manual onboarding processes also make it difficult for you to take on more customers and tackle more complex implementations. Let’s say you have a team of 5 people who can onboard ten clients monthly. That’s fine until your sales team has a banner month––and suddenly, you have 100 clients to onboard instead of 50.

We are in full support if you and your team are doing great with manual processes and want to stick with them. If it ever feels like things could slip through the cracks, it might be time for a client onboarding solution. Here’s G2’s list of top client onboarding software. With some of them, you can also turn your implementation plan into a template, making it the ultimate repeatable process. This saves a lot of time while still giving you the flexibility to customize the plan for each client.

The software can automate these processes so that you can shorten and improve your client onboarding. If you can cut ten days off your onboarding timeline, each customer success team member can onboard more clients monthly. And they’re getting your customers to value faster, too. It’s a win-win.

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Discover how GUIDEcx can help you improve efficiency by reducing your customer onboarding timeline and increasing the capacity of your project managers. Our unparalleled professional resources and unwavering commitment to excellence support our industry-leading customer onboarding solution.