Customer experience professionals and executives know that winning a new customer is only the beginning. The accurate measure of success is how well you onboard that customer and set the stage for a long and loyal relationship. This means the Voice of the Customer (VoC) – the feedback, needs, and perspectives your customers share – should be actively sought and embraced from the beginning of the onboarding process. | GUIDEcx
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SaaS customers usually recognize a return on their investment when they use your program to complete a project for the first time. They might not see the benefits when you install the software or train them to use it. Rather, they experience the value of the software when they use it and can see exactly how much time and effort it saves over their old process.| GUIDEcx
Managing projects and being a project manager can sometimes be difficult. It seems like an easy job, but the consequences are high when not given the right tools and information. I have spent ten years as a CSM (Customer Success Manager). I have witnessed five project management pain points and how you can solve them.| GUIDEcx
When it comes to new client implementation and onboarding, we have just about everything you need to know—and we are happy to share! From up-to-date news and implementation and onboarding best practices to real-life examples of GUIDEcx® in action and on-demand training, we’ve got you covered. Take a look around and find what you need in order to be the new client onboarding rockstar we know you are.| www.guidecx.com
With all of GUIDEcx’s helpful project management and client onboarding tools, you may wonder why we created a resource management feature. Resource management is essential to business operations, especially in client onboarding. As business leaders can manage their resources well, they can better meet the challenges of their business—and helping businesses overcome challenges is what GUIDEcx is all about. | 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
When it comes to new client implementation and onboarding, we have just about everything you need to know—and we are happy to share! From up-to-date news and implementation and onboarding best practices to real-life examples of GUIDEcx® in action and on-demand training, we’ve got you covered. Take a look around and find what you need in order to be the new client onboarding rockstar we know you are.| www.guidecx.com
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
Many CS professionals feel disconnected from their company’s big picture, while others work with customers who can’t articulate what success actually looks like for them. That gap creates real costs: lost renewals, increased churn, missed upsell opportunities, and even budget cuts when layoffs come around. This guide shows exactly how to set better goals for...| GUIDEcx
Customer onboarding plays a vital role in ensuring customer success and fostering long-term satisfaction and loyalty. Providing a seamless and comprehensive onboarding process leads to many positive outcomes, including accelerating time-to-value, maximizing product adoption, and reducing customer churn, among other benefits. In this blog post, we will delve into several ways your organization can maximize...| 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
Ever heard of the “trough of disillusionment?” Coined by Gartner as part of its Technology Hype Cycle, this term describes how a customer’s initial excitement about your product drops when the product doesn’t meet their expectations. This is why reducing Time to Value (TTV) is crucial — the faster customers experience the initial value in your products, the more likely they are to remain satisfied and stay for years to come. | GUIDEcx
Customer onboarding is more than just a set of steps to get new users up and running with your product or service; it’s a crucial touchpoint that can make or break the relationship between a customer and your company. Understanding human behavior and cognitive biases – filters through which we make decisions – can help you design an onboarding experience that not only welcomes new users, but also boosts satisfaction and builds long-term loyalty. Let’s dive into the psychology behind e...| GUIDEcx
Map the customer journey and keep them involved in a personalized proactive way to impress them during onboarding.Onboarding is a key phase of the customer journey. It sets the tone for your customer relationships. Wyzowl found that 86% of people say they’d be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they’ve bought.| GUIDEcx
