A great customer experience doesn’t end when the deal closes—it begins. The transition from Sales to Onboarding sets the tone for the customer journey, and if mishandled, it can create confusion, frustration, and unnecessary delays. Done well, it builds trust, shortens time-to-value, and establishes your team as a reliable partner.| GUIDEcx
After analyzing thousands of customer implementations (over 500,000 to be exact), we’ve noticed a clear pattern about what makes them successful. The teams that consistently deliver fast time-to-value obsess over clarity around who owns outcomes, when things actually happen in customer organizations, and what was truly purchased beyond the feature list. We call these the “3 W’s.”| GUIDEcx
Customer success teams know the struggle all too well. You launch a brilliant new onboarding process on Monday, only to watch it slowly unravel as the week’s fires demand your attention. By Friday, you’re back to fighting the same old battles. Sound familiar?| GUIDEcx
Had a client demand a feature that doesn’t exist and insist your company promised it? You’re not alone. Suddenly, you’re caught between appeasing the customer and protecting your product roadmap. The art of handling feature requests represents one of the most delicate balancing acts in customer success strategy. Master it, and you transform potential conflicts...| GUIDEcx
“Can you tell us what you’re hoping to get from our software?”| GUIDEcx
B2B Customers have Heightened Expectations for the Customer Onboarding Process| GUIDEcx
Acquiring new clients costs five times more than retaining existing ones. With new logo signings declining and sales cycles stretching 60% longer than just two years ago, maximizing customer lifetime value is critical. | GUIDEcx
Let’s face it—signing a new customer feels great, but the real victory comes when they’re fully up and running with your product. Too often, companies pour resources into winning deals, then watch helplessly as implementation stumbles, new users’ excitement fades, and that promising customer risks churn. | GUIDEcx
Your Customer Onboarding Process Doesn’t Need to be a Cost Center| GUIDEcx