Preflight Conversations
Building a Customer Success Center of Excellence
Lessons from the launch of Scaling CS: Building the CS Center of Excellence, a book by Chitra Madhwacharyula and Shreesha Ramdas.
Preflight Conversations
Build trust with customers during the onboarding phase
The Preflight Community launched the local chapter of Utah in Lehi on the 11th of April with The Preflight Huddle!
Blogs
Keeping customers accountable and engaged during onboarding
Donna Weber, customer onboarding expert, shares best practices on how to drive customer engagement by building trust, delivering value early
Preflight Conversations
Resource allocation for long implementation cycles
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
Preflight Conversations
Who should own user training in the post-sales org?
In a recent conversation the Preflight Community discusses who should own end-user trainings when the product is complex.
Preflight Conversations
Training remote Customer Success and Support teams
Training remote Customer Success and Support teams can be tricky. Learn from these CS leaders on how to nail it
Implementation Stories
Tactics for complex customer onboarding journeys
Mahesh Motiramani, Director of Customer Success at Dataiku, shares insights and inputs to help you navigate complicated customer onboarding
Preflight Conversations
Building customer-centricity into your post-sale journeys
Rebecca Nerad, VP - CS @ FourKites, talked about lessons learnt from her CS career, best practices for post-sales functions, and more
Blogs
Customer Onboarding to Customer Success Handoff
Learn how to successfully transition customers from the onboarding team to the customer success team with our comprehensive handoff guide.
Blogs
How to plan rewards for your customer-facing teams
Want to keep your team motivated? Giving credit where it is due is the bare minimum. There is more you can do!
Blogs
Drive customer adoption through shared KPIs for CS and Product
Shared KPIs for the product and the CS teams? The community discussed how cross-functional goal alignment can drive adoption.
Blogs
Pre-implementation and why it might be relevant for your business
Preflighters discussed how customer onboarding and implementations become more impactful if you have already laid the runway for your teams.
Preflight Conversations
Internal metrics to track for customer onboarding teams
Preflighters share internal metrics you can track at your organization that will help you better your team's performance
Preflight Conversations
Delinquent customers in onboarding
Unresponsive, disengaged customers present a potential threat of churning in the long term.
Preflight Conversations
Repeatable templates for customer onboarding
How do you share onboarding tasks you need your customers to complete, like providing access, creating technical users, and the like?
Preflight Conversations
All things product-led growth and digital customer success
We hosted a panel of incredible leaders and experts on the Preflight Community Deep Dives to discuss product-led growth and digital CS
Implementation Stories
Using EBRs to build strong customer relationships
Alisha Hardoon, CSM at Robin, shares how you can make the most of executive business reviews (EBRs) and build a strong foundation for them.
Preflight Conversations
Customer onboarding roles and job titles
Is the title 'Onboarding Manager' evocative of employee onboarding more than customer onboarding? How do you deal with that?
Preflight Conversations
Where in the org chart should you place Customer Support?
Members of the Preflight community discuss the ideal reporting structure for Customer Support teams.
Preflight Conversations
Building a customer onboarding team? Start here
Preflight community discusses the foundational building blocks that helped them build a successful customer onboarding org at their company.
Preflight Conversations
The impact of budget changes on the post-sales org
With the economic downturn leading to organizations tightening their purse strings, how are their post-sales functions affected?
Implementation Stories
Supercharging customer onboarding with a consultative approach
Brittany (Yandura) Preseau, Senior Customer Success Manager at Fieldguide, shares how you can have consultative customer onboarding journeys
Implementation Stories
Using data to digitize customer success at your organization
Daria, Senior Customer Journey Manager at Amplitude, on how they leveraged data to improve their customer journeys across segments
Preflight Conversations
Common customer onboarding challenges and how to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
Preflight Conversations
Customer onboarding and why it's hard
Jeff Kushmerek, CEO & Founder of Infinite Renewals, talked about the role of customer onboarding in helping retain your customers
Preflight Conversations
Four customer onboarding strategies for happy end users
Dana Soza, CEO of Dana Soza Consulting, shares with us tried and tested methods to onboard end users
Preflight Conversations
Customer onboarding and CS during the economic downturn
Snippets from the conversations at Preflight Huddle - New York
Preflight Conversations
Data and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Preflight Conversations
Thank you for believing in the Preflight Community
On our first in-person events, and the resounding support we received for them.
Preflight Conversations
Sales-to-customer-implementation handoff: Best practices
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
Blogs
Customer onboardings and how to nail them
Members of the Preflight community discuss effective strategies to nail customer onboarding
Preflight Conversations
How pre- and post-sales interactions impact your business
... and what you can do to make them work for you
Preflight Conversations
Designing your customer onboarding and adoption journey
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
Preflight Conversations
Customer onboarding vs. customer implementation
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
Preflight Conversations
Helping customers realize value with your product
On how customers can achieve value realization with your product, and how value realization can help find better solutions for customers.
Implementation Stories
BombBomb’s prescriptive approach to product adoption
On BombBomb's iterative approach to developing a mind-blowing onboarding experience for their customers
Preflight Conversations
Who should own customer onboarding?
You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to?
Implementation Stories
Making data-driven customer onboarding decisions
Katie Clark on the importance of onboarding metrics, their impact on decision-making, and more
Preflight Conversations
Best practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
Preflight Conversations
Collecting feedback on your customer onboarding process
What can your customer success teams use to strategize smooth onboarding?
Preflight Conversations
All About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
Implementation Stories
Samantha Wong on Scaling Customer Onboarding at Front
How onboarding evolved at Front, and lessons from their CS journey
Preflight Conversations
Preflight Conversations : How To Beat The Monday Blues
Monday might not be the busiest day of the week, yet the very idea that it’s a Monday evokes a sense of dread. Here's how to beat the blues
Move your service delivery into the fast lane
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