Kirthika Soundararajan
Content Marketer @ Rocketlane
All things content at Rocketlane. I run on coffee and cat videos. Follow me on Twitter @kirthikasrajan
Guides
How you can improve project profitability with Rocketlane's PSA capabilities
Discover key strategies for improving project profitability by maximizing efficiency and resource utilization with Rocketlane's PSA feature
Resources
Unlock operational excellence with PSA software
Discover how PSA software drives operational excellence in professional services automation. Learn from successful implementations.
Best Practices
Leveraging the benefits of professional services automation to maximize efficiency and profitability
Leverage the benefits of PSA for project profitability and increased efficiency. Unlock your business's full potential.
Propel23
How to improve customer ROI through onboarding
At Propel23, Maranda shows you how you can weave in ROI during the critical onboarding stage of the customer journey.
Blogs
Analyzing the impact of non-billable time on overall billable utilization
Understand how non-billable time affects overall billable utilization for improved productivity.
Propel23
How to set your kickoff meeting up for success
Irit Eizips shows you how to leverage kickoff meetings to take control of the customer onboarding journey.
Propel23
A data-driven approach to customer onboarding
Learn how you can evolve your customer onboarding process using qualitative & quantitative data sources.
Propel23
Planning your career path to Chief Customer Officer
Learn from industry leaders and experts on all about planning your career path from Onboarding/ Implementation to Chief Customer Officer.
Propel23
3 key customer onboarding areas to level up in 2023
Donna Weber in her session at Propel23 talks about three key areas customer onboarding professionals need to prioritize in 2023.
Blogs
How to boost customer experience with high-touch onboarding
Discover high-touch onboarding, its benefits, an 8-step guide, and the ultimate tool for a quality, high-touch onboarding experience.
Guides
The beginner's guide to PSA software: All your questions answered
Discover everything about professional services automation software — its features, why you need one, how to choose one, and who can benefit
Resources
What is a retainer and how does it work? (+types and benefits)
A retainer agreement involves paying a recurring fee for ongoing services. Discover its different types, benefits, and best practices.
Blogs
The importance of hiring a customer onboarding specialist
Customer onboarding specialists are crucial for successful customer onboarding and avoiding churn. Find out about their skills and more
Resources
A customer onboarding template for every step of onboarding
Easy-to-use, customizable, free customer onboarding templates that will bring you success at every stage of the onboarding process.
Guides
How to build an effective customer onboarding playbook
Discover everything about what a customer onboarding playbook is, why you need one, and six critical onboarding plays to include.
Blogs
4 critical customer onboarding challenges and how to overcome them
Discover the four main customer onboarding challenges and their causes. Also discover a way to streamline your customer onboarding.
Resources
The 10-step client onboarding checklist every business needs
Learn how to start your projects perfectly with this 10-step client onboarding checklist. Plus, meet a tool that simplifies the process.
Blogs
4 critical customer onboarding challenges and how to overcome them
Discover the four main customer onboarding challenges and their causes. Also discover a way to streamline your customer onboarding.
CS Ops
The 8 stages of CS Ops maturity: Tony Macias
If the idea of using today’s data to solve tomorrow’s problems excites you, you’d love CS Ops, says Tony Macias in this interview with us
CS Ops
CS Ops maps everything back to the customer’s voice
We spoke to Deborah Andrews, Customer Office Operations Director at Unit4, about transitioning to CS Ops, the skills you need to succeed
Resources
New customer onboarding for B2B fintech companies
Abhishek Vora, Head of Customer Success at Mosaic.tech, shares their success formula for implementations, and onboarding best practices
CS Ops
How Sonam Dabholkar, Gong, found her ikigai in CS Ops
The Director of Customer Success Operations at Gong talks about how has thoughtfully crafted her career path, trends she foresees
Implementation Stories
What it takes for CS and Product teams to collaborate successfully
Learn tips and best practices to help your CS and Product teams collaborate towards shared success from this Implementation Stories session
Resources
Customer onboarding templates for every stage of your onboarding journey
Easy-to-use, customizable, free customer onboarding templates that will bring you success at every stage of the onboarding process.
Product updates
Meet Rocketlane Forms: Collect and organize data in a jiffy
Create surveys, intake forms, and handoffs. Rocketlane can turn responses into tasks or push them to your CRM while you go grab your coffee.
Product updates
Rocketlane X Slack: Collaborate from the comfort of Slack
You and your customers can stay on top of project updates and collaborate right from your own Slack accounts.
Resources
Project Management Basics: Innovation Management
Traditional project management models focused almost exclusively on delivery have made way for problem-solving.
Preflight Conversations
Berlin Office Hours: Driving PS and CS teams towards outcomes
Key takeaways from Preflight's Berlin Office Hours session on driving Professional Services and Customer Success teams towards outcomes.
Propel22
Creating early wins with the first value delivery framework
Getting your customers to realize value during the onboarding phase can set you up for success
Preflight Conversations
Getting into Customer Success and what to do when you get there
Contemplating a career in CS? Start here
Propel22
Strategies for effective go-lives and solution adoption
Onboarding is more than just checklists and project management
Propel22
Establishing successful KPIs: Meg Lovell for Propel22
Meg Lovell walks us through constructing and leveraging KPIs for onboarding success
Propel22
How CS Ops helps drive smooth customer onboarding
Expectation gaps in onboarding and how CS Ops can bridge them
Propel22
Accelerating customer onboarding outcomes with value mapping
How to apply Matthew May's Value Gap Map for accelerated onboarding outcomes
Propel22
What no one tells you about scaling customer onboarding teams
How to think about scaling an onboarding team: metrics, hiring, and more
Propel22
Handling critical moments in the customer journey
The science behind customer experiences and how you can leverage it to increase renewals and expansions
Propel22
Propel22: We're just getting started!
The world’s first-ever customer onboarding conference was a huge success!
Blogs
The Seven Pillars of Project Management
How you manage project execution is a predictor of how well you deliver on the desired outcomes.
Resources
The quick client onboarding checklist every business needs
Getting a client onboard shouldn't feel like rocket science. Here's a handy checklist that'll help you provide them with a smooth ride.
Blogs
The Six Pillars of Effective Client Onboarding
Client onboarding sets the tone for your client relationships. Here’s how you can make the most of this phase.
Updates
Propel22: The world’s only customer onboarding conference
Everything you need to know about Rocketlane's two-day, global customer onboarding event
Product updates
Rocketlane X Salesforce: Automated Project Creation and More
Here’s how our Salesforce integration will help you create project plans, project pipelines, and visibility into customers’ lifecycle
Blogs
User onboarding vs. customer onboarding - Rocketlane
The two terms are used interchangeably. To ensure good CX, it's important to distinguish between user onboarding and customer onboarding
Blogs
Why invest in customer onboarding?
Industry leaders weigh in on why they chose to invest in customer onboarding and talk about the ROI
Updates
Rocketlane advances to SOC 2 Type 2 Compliance and Certification
We’re thrilled to announce the next milestone: our SOC 2 Type 2 certification.
Updates
Decoding the State of Customer Onboarding in 2022 ft. Donna Weber
We had Donna Weber release our customer onboarding survey report. Read on for key takeaways from the webinar.
Guides
A guide to handling escalations during customer onboarding
Why escalations happen during customer onboarding and how you can avoid them
CS Ops
Empathy is key to succeeding in CS Ops: Phil & Asia, Goodlord
Asia and Phil talk about how they got into CS Ops, the must-have skills to succeed in the function, and more.
Blogs
The right time to invest in customer onboarding software
Observations from our journey so far
Implementation Stories
The right tech stack for high-touch customer onboarding
Kapiche's onboarding methodology, how to shorten TTV, using the right tools for onboarding, and more.
Guides
Tips for crafting an effective customer onboarding methodology
Customer onboarding has been mostly a reactive process for businesses. Here's how you can change that for yours.
CS Ops
Hiring and building a solid CS Ops function: Asaf Klein, AppsFlyer
The Director of Client Services Strategy & Operations @ AppsFlyer talks about skills to look for, how to structure CS Ops, and more
Blogs
Customer Onboarding and the Customer Success Equation
Good Customer Success isn’t about what it is, but what it does.
Blogs
4 ways Rocketlane makes customer onboarding smoother, simpler, smarter
Read on to know how Rocketlane solves customer onboarding issues using four key elements
Implementation Stories
Inflexion: Darwinbox’s six-step customer implementation framework
Soham Basak, who heads Delivery and Customer Onboarding at Darwinbox, explains Darwinbox's fail-safe implementation process
Implementation Stories
Delivering a mindblowing customer onboarding program
Aditya Maheshwari talks about how the AppsFlyer team turned inconsistent onboarding around to delight customers
Implementation Stories
Decoding customer onboarding at Insent
The Insent team shares their approach to onboarding, their challenges, successes, and learnings from onboarding 50+ customers in two years
CS Ops
How to transition to a CS Ops role: Soumitra Joshi, Trifacta
Soumitra tells us what made him want to transition to CS Ops, how he made it, and the skills required to make the transition.
Implementation Stories
Nailing customer onboarding using the Project Management approach
How using project management principles to your onboarding projects makes the experience better for customers
Blogs
A Guide to Value Selling for SaaS
And how to use the customer onboarding phase to sell value
Blogs
Remote customer onboarding for fast-growing SaaS companies
To make remote customer onboarding successful, customers must feel they’re a priority for your business.
CS Ops
The Importance of Data, Tools, Process in CS Ops: Karen Werner
Karen Werner, a seasoned CS Ops professional, talks about the function, and things to consider when buiilding the function at your company
Implementation Stories
Alex Farmer on the role of the CSM in successful customer onboarding
Alex Farmer, VP - Customer Success @ Cognite, tells us how the CS team can add value to your customer onboarding journey
Guides
How to pick the right customer onboarding software [Free RFP]
Your onboarding platform can make or break your customer experience. Here's how to ensure you choose the right one (plus a free RFP!)
Implementation Stories
Jeff Kushmerek on creating specialized customer implementation teams
Jeff Kushmerek shares lessons on customer implementation processes and methodologies from his extensive implementation experience
Updates
Meet Rocketlane: The all-in-one workspace for customer projects
Get ready to chuck your spreadsheets, documents, email reminders, and poor customer onboarding!
Blogs
Why you should invite your customer to your project
Collaborate with your customer to make their onboarding journey a success.
Implementation Stories
High-touch vs. self-serve customer onboarding for SMBs
Richard shared his experiences with customer onboarding, the reasons for Crew’s switch to a low-touch onboarding model, and more
Implementation Stories
Branch.io's High-touch Onboarding for Experienced Customers
Apoorva shares how she designs differentiated onboarding journeys for different customer segments
CS Ops
Transitioning to a CS Ops function
Jennie Li & Allastair Meffen of Definitive Healthcare talk about how they set up a CS Ops function at their organization
Resources
Introducing The Customer Onboarding Maturity Model
Launching v0 of our customer onboarding maturity model. Use as is or adapt to your organization.
Blogs
Getting the scope of your customer onboarding projects right
Scoping right is walking a fine line between ambition and moderation, but it’s a line you can walk well if you focus on value delivery
Guides
The Ultimate Guide to SaaS Customer Onboarding
Tips, tricks, best practices to create the best customer onboarding process
Resources
A checklist for creating customer onboarding journeys
If you’re looking to develop or tweak your customer onboarding methodology, this 20-point checklist is a great starting point.
Guides
How to build a customer onboarding framework
Five factors that decide the success of your customer onboarding project, and how to set yourself up for success
Blogs
How Rocketlane can reduce your customer’s time-to-value
Hint: It has to do with the tools you use.
Blogs
Creating delightful SaaS customer onboarding experiences
Customer onboarding does not have to be fraught with escalations and uncertainty.
Resources
How value delivery is a game changer for SaaS businesses
...and why customer onboarding is your trump card
Blogs
Using data for delightful customer onboarding journeys
What's missing in your customer onboarding reviews? Crucial data and insights into what needs your attention. And your tools are to blame.
Implementation Stories
How Innovaccer does customer onboarding and implementation
Ashish Singh, Head, Customer Engineering & Analytics at Innovaccer, about Innovaccer’s data-focused approach and more
Implementation Stories
WebEngage's approach to complex customer onboarding journeys
Jharna talks about the huge role that onboarding plays in WebEngage's customer success journey
Move your service delivery into the fast lane
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