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5
MIN READ
Meet SmartFill: Access project information within seconds!
Say goodbye to manual data entry and hello to Rocketlane's new SmartFill feature. Save time by retrieving project details in seconds!
Say goodbye to manual data entry and hello to Rocketlane's new SmartFill feature. Save time by retrieving project details in seconds!
7
MIN READ
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
Jennie Li & Allastair Meffen of Definitive Healthcare talk about how they set up a CS Ops function at their organization
5
MIN READ
Building a CS Ops function from scratch
The two talk about setting up the function at Chargebee, the skills required for a CS Ops role, and potential career path
The two talk about setting up the function at Chargebee, the skills required for a CS Ops role, and potential career path
7
MIN READ
How to level up your customer onboarding game
A collection of the most insightful customer onboarding tips from Rocketlane's CEO, Srikrishnan Ganesan
A collection of the most insightful customer onboarding tips from Rocketlane's CEO, Srikrishnan Ganesan
5
MIN READ
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.
Soumitra tells us what made him want to transition to CS Ops, how he made it, and the skills required to make the transition.
7
MIN READ
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.
Asia and Phil talk about how they got into CS Ops, the must-have skills to succeed in the function, and more.
5
MIN READ
On hyper-care, OBRs, and Onboarding Enablement Packages
Onboarding Enablement Package, Onboarding Business Reviews, what hyper-care can do for your customers, and more.
Onboarding Enablement Package, Onboarding Business Reviews, what hyper-care can do for your customers, and more.
7
MIN READ
Customer onboarding handoff calls and weekly standups
On peer pressure as a tactic, cut-over plans, weekly onboarding stand-ups, and more.
On peer pressure as a tactic, cut-over plans, weekly onboarding stand-ups, and more.
5
MIN READ
Customer onboarding challenges and tips to overcome them
Learn about showing flexibility in your implementation plans, customer effort levels, and the importance of quarterly reflection meetings
Learn about showing flexibility in your implementation plans, customer effort levels, and the importance of quarterly reflection meetings
5
MIN READ
Customer onboarding tips for planning UAT and validation
Tips on change management, taking the lead with customers, and weekly showcases.
Tips on change management, taking the lead with customers, and weekly showcases.
5
MIN READ
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.
If you’re looking to develop or tweak your customer onboarding methodology, this 20-point checklist is a great starting point.
5
MIN READ
How quality customer education enhances value delivery
Brittany Lockwood, CSM at Dealpath, walks us through her experiences and learnings from her CS and CE journey
Brittany Lockwood, CSM at Dealpath, walks us through her experiences and learnings from her CS and CE journey
5
MIN READ
Customer onboarding vs. customer implementation
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
5
MIN READ
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.
Alisha Hardoon, CSM at Robin, shares how you can make the most of executive business reviews (EBRs) and build a strong foundation for them.
2
MIN READ
Creating delightful SaaS customer onboarding experiences
Customer onboarding does not have to be fraught with escalations and uncertainty.
Customer onboarding does not have to be fraught with escalations and uncertainty.
3
MIN READ
Remote customer onboarding for fast-growing SaaS companies
To make remote customer onboarding successful, customers must feel they’re a priority for your business.
To make remote customer onboarding successful, customers must feel they’re a priority for your business.
3
MIN READ
Managing customer expectations and escalations
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
7
MIN READ
How CS Ops helps drive smooth customer onboarding
Expectation gaps in onboarding and how CS Ops can bridge them
Expectation gaps in onboarding and how CS Ops can bridge them
10
MIN READ
Why customer onboarding is tough - war room stories
Jeff tells us why we feel onboarding is challenging and how it can be made simple.
Jeff tells us why we feel onboarding is challenging and how it can be made simple.
3
MIN READ
Customer Onboarding and the Customer Success Equation
Good Customer Success isn’t about what it is, but what it does.
Good Customer Success isn’t about what it is, but what it does.
10
MIN READ
Effective change management during customer onboarding
The CS Head at Ada Health talked about how change management can aid in getting users to adopt your product before go-live
The CS Head at Ada Health talked about how change management can aid in getting users to adopt your product before go-live
7
MIN READ
Introducing The Customer Onboarding Maturity Model
Launching v0 of our customer onboarding maturity model. Use as is or adapt to your organization.
Launching v0 of our customer onboarding maturity model. Use as is or adapt to your organization.
5
MIN READ
BombBomb’s prescriptive approach to product adoption
On BombBomb's iterative approach to developing a mind-blowing onboarding experience for their customers
On BombBomb's iterative approach to developing a mind-blowing onboarding experience for their customers
5
MIN READ
Creating the perfect project tracker [+ free template]
Project Trackers 101 and a free-to-use project tracker template.
Project Trackers 101 and a free-to-use project tracker template.
18
MIN READ
Handling critical moments in the customer journey
The science behind customer experiences and how you can leverage it to increase renewals and expansions
The science behind customer experiences and how you can leverage it to increase renewals and expansions
10
MIN READ
Strategies for effective go-lives and solution adoption
Onboarding is more than just checklists and project management
Onboarding is more than just checklists and project management
8
MIN READ
Customer Onboarding and the company organizational chart
Wondering where in your org chart your onboarding team fits in? Read on.
Wondering where in your org chart your onboarding team fits in? Read on.
3
MIN READ
5 ways your customer onboarding can go wrong
These are the top reasons a customer might churn during the onboarding phase
These are the top reasons a customer might churn during the onboarding phase
10
MIN READ
Who thinks you're customer-centric? You or your customers?
How to turn the spotlight on your customers and deliver a superior customer experience, truly.
How to turn the spotlight on your customers and deliver a superior customer experience, truly.
5
MIN READ
Collecting feedback on your customer onboarding process
What can your customer success teams use to strategize smooth onboarding?
What can your customer success teams use to strategize smooth onboarding?
5
MIN READ
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
Getting your customers to realize value during the onboarding phase can set you up for success
3
MIN READ
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.
What's missing in your customer onboarding reviews? Crucial data and insights into what needs your attention. And your tools are to blame.
5
MIN READ
Customer onboarding best practices from Rocketlane
Vishnu Prasad, Solutions and Onboarding Lead at Rocketlane, shares all the details on the four-pillar approach to customer onboarding.
Vishnu Prasad, Solutions and Onboarding Lead at Rocketlane, shares all the details on the four-pillar approach to customer onboarding.
3
MIN READ
WebEngage's approach to complex customer onboarding journeys
Jharna talks about the huge role that onboarding plays in WebEngage's customer success journey
Jharna talks about the huge role that onboarding plays in WebEngage's customer success journey
2
MIN READ
How Rocketlane can reduce your customer’s time-to-value
Hint: It has to do with the tools you use.
Hint: It has to do with the tools you use.
5
MIN READ
Rocketlane Forms: For smooth customer onboarding
Create intake forms, customer surveys, migration/integration requests, handoff forms, and turn them into tasks on Rocketlane projects
Create intake forms, customer surveys, migration/integration requests, handoff forms, and turn them into tasks on Rocketlane projects
6
MIN READ
The 4 stages of a world-class customer onboarding process
Find out how to set a customer onboarding process for your onboarding team that can be easily customized for each of your unique customers.
Find out how to set a customer onboarding process for your onboarding team that can be easily customized for each of your unique customers.
5
MIN READ
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
Preflighters share internal metrics you can track at your organization that will help you better your team's performance
10
MIN READ
GetResponse’s customer onboarding playbook
Learn how to choose the right customer onboarding model for your product.
Learn how to choose the right customer onboarding model for your product.
12
MIN READ
How to design and implement a customer onboarding process
How do you go about designing and implementing a solid onboarding process? Lincoln Murphy has a few pointers for you.
How do you go about designing and implementing a solid onboarding process? Lincoln Murphy has a few pointers for you.
3
MIN READ
The impact of culture on customer project execution
In this session, Alex spoke to us about customer onboarding execution and success in a multi-geography environment having cultural barriers.
In this session, Alex spoke to us about customer onboarding execution and success in a multi-geography environment having cultural barriers.
7
MIN READ
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
The two terms are used interchangeably. To ensure good CX, it's important to distinguish between user onboarding and customer onboarding
5
MIN READ
Why invest in customer onboarding?
Industry leaders weigh in on why they chose to invest in customer onboarding and talk about the ROI
Industry leaders weigh in on why they chose to invest in customer onboarding and talk about the ROI
5
MIN READ
RocketlaneXSalesforce = Smooth customer onboarding process
Enable your sales and customer onboarding teams to work in harmony with Rocketlane’s Salesforce integration.
Enable your sales and customer onboarding teams to work in harmony with Rocketlane’s Salesforce integration.
7
MIN READ
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.
Kapiche's onboarding methodology, how to shorten TTV, using the right tools for onboarding, and more.
5
MIN READ
Value realization lessons from our Freshchat journey
A closer look at customer acquisition and churn helped us find answers to seemingly daunting problems
A closer look at customer acquisition and churn helped us find answers to seemingly daunting problems
5
MIN READ
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.
Shared KPIs for the product and the CS teams? The community discussed how cross-functional goal alignment can drive adoption.
5
MIN READ
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
We spoke to Deborah Andrews, Customer Office Operations Director at Unit4, about transitioning to CS Ops, the skills you need to succeed
5
MIN READ
Delivering a mindblowing customer onboarding program
Aditya Maheshwari talks about how the AppsFlyer team turned inconsistent onboarding around to delight customers
Aditya Maheshwari talks about how the AppsFlyer team turned inconsistent onboarding around to delight customers
8
MIN READ
Accelerating customer onboarding outcomes with value mapping
How to apply Matthew May's Value Gap Map for accelerated onboarding outcomes
How to apply Matthew May's Value Gap Map for accelerated onboarding outcomes
3
MIN READ
Resources to share during the customer onboarding journey
Recommendations from Preflighters on what resources to share during customer onboarding.
Recommendations from Preflighters on what resources to share during customer onboarding.
12
MIN READ
What to do when you are delaying your customer's success
The key to customer success is preparing them for onboarding even before the phase has begun.
The key to customer success is preparing them for onboarding even before the phase has begun.
5
MIN READ
Sales-to-customer-implementation handoff: Best practices
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
10
MIN READ
Leveraging customer intelligence for onboarding success
The way forward is data driven. Learn how leveraging customer intelligence can help with onboarding success.
The way forward is data driven. Learn how leveraging customer intelligence can help with onboarding success.
7
MIN READ
Customer onboarding: Types, steps, and best practices
Which customer onboarding model should you choose for your company?
Which customer onboarding model should you choose for your company?
7
MIN READ
The best customer onboarding tool for your product
Using the right tool can go a long way in ensuring that your customers see value in what you have to offer
Using the right tool can go a long way in ensuring that your customers see value in what you have to offer
5
MIN READ
Meet Rocketlane’s Annotations & Proofing for creative projects
Find out how businesses like professional services and marketing agencies can collaborate on digital assets with clients using Rocketlane.
Find out how businesses like professional services and marketing agencies can collaborate on digital assets with clients using Rocketlane.
10
MIN READ
The ultimate checklist for a successful go-live [free template]
Go-live implementations and a best practices checklist for a triumphant go-live every single time.
Go-live implementations and a best practices checklist for a triumphant go-live every single time.
3
MIN READ
What is a Sales-to-Customer-Success handoff? [+Free Template]
A smooth Sales-to-Customer-Success Handoff is crucial to preventing ruptures in the customer relationship. Here's how to nail it.
A smooth Sales-to-Customer-Success Handoff is crucial to preventing ruptures in the customer relationship. Here's how to nail it.
5
MIN READ
Customer onboarding and CS during the economic downturn
Snippets from the conversations at Preflight Huddle - New York
Snippets from the conversations at Preflight Huddle - New York
3
MIN READ
Meet Rocketlane: The all-in-one workspace for customer projects
Get ready to chuck your spreadsheets, documents, email reminders, and poor customer onboarding!
Get ready to chuck your spreadsheets, documents, email reminders, and poor customer onboarding!
5
MIN READ
What is a project kickoff meeting? (+ free template)
Project kickoff meetings and a free-to-use template
Project kickoff meetings and a free-to-use template
5
MIN READ
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
Donna Weber, customer onboarding expert, shares best practices on how to drive customer engagement by building trust, delivering value early
6
MIN READ
A kickoff meeting framework for customer onboarding projects
Best practices and tips for running the ultimate kickoff meeting for customer onboarding projects
Best practices and tips for running the ultimate kickoff meeting for customer onboarding projects
10
MIN READ
Creating a customer onboarding motion that'll scale with you
Learnings and insights on setting up an onboarding motion that grows with the organization.
Learnings and insights on setting up an onboarding motion that grows with the organization.
12
MIN READ
What no one tells you about scaling customer onboarding teams
How to think about scaling an onboarding team: metrics, hiring, and more
How to think about scaling an onboarding team: metrics, hiring, and more
5
MIN READ
Kickoff meetings for customer onboarding projects
Everything you need to know to come out of that kickoff meeting looking like a star
Everything you need to know to come out of that kickoff meeting looking like a star
5
MIN READ
What is a resource tracker? (+ a free template)
Resource tracking for optimum resource management and a free-to-use resource tracker template
Resource tracking for optimum resource management and a free-to-use resource tracker template
10
MIN READ
Key customer onboarding metrics and how to measure them
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
5
MIN READ
Making data-driven customer onboarding decisions
Katie Clark on the importance of onboarding metrics, their impact on decision-making, and more
Katie Clark on the importance of onboarding metrics, their impact on decision-making, and more
3
MIN READ
New: Automate resource allocation with Rocketlane’s Auto-allocate
With auto-allocate, Rocketlane automatically updates the resource allocations when you modify the timelines and/or assignees for a task
With auto-allocate, Rocketlane automatically updates the resource allocations when you modify the timelines and/or assignees for a task
10
MIN READ
Using Customer Onboarding to Accelerate Expansion and NRR
Why is Net Retention Rate important, really?
Why is Net Retention Rate important, really?
5
MIN READ
Track time off for resource planning & scheduling with Rocketlane
Learn how Rocketlane's Time Off feature can help with accurate resource planning and resource scheduling.
Learn how Rocketlane's Time Off feature can help with accurate resource planning and resource scheduling.
3
MIN READ
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
Richard shared his experiences with customer onboarding, the reasons for Crew’s switch to a low-touch onboarding model, and more
12
MIN READ
Customer onboarding challenges from Seed to Series B
From real scenarios at Chili Piper, learn what to do and what not to do when scaling from Seed to Series B.
From real scenarios at Chili Piper, learn what to do and what not to do when scaling from Seed to Series B.
5
MIN READ
Propel22: The world’s only customer onboarding conference
Everything you need to know about Rocketlane's two-day, global customer onboarding event
Everything you need to know about Rocketlane's two-day, global customer onboarding event
4
MIN READ
How Pando onboarded 20 enterprise clients in two years
Nigamanth Srivatsan, Director - CS @ Pando, a freight management SaaS company, shares the lessons learnt from onboarding enterprise clients
Nigamanth Srivatsan, Director - CS @ Pando, a freight management SaaS company, shares the lessons learnt from onboarding enterprise clients
5
MIN READ
Why Customers Ghost You and How to Avoid It
Why those emails and calls went unanswered and how to prevent that in the future
Why those emails and calls went unanswered and how to prevent that in the future
5
MIN READ
Project visibility: The secret to great customer onboarding
Ever wanted to feel like Tony Stark when he handles all those cool gadgets? Rocketlane can be your perfect sidekick!
Ever wanted to feel like Tony Stark when he handles all those cool gadgets? Rocketlane can be your perfect sidekick!
3
MIN READ
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
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
5
MIN READ
What is a price quote (and how do you write up a good one?)
A step-by-step guide on how to make a quote and some essential tips for developing an efficient quoting process.
A step-by-step guide on how to make a quote and some essential tips for developing an efficient quoting process.
7
MIN READ
Project billing: A complete guide to all stages and types
Learn about project billing and its different types and stages. Also, discover 10 tips to improve your billing process, including a tool
Learn about project billing and its different types and stages. Also, discover 10 tips to improve your billing process, including a tool
5
MIN READ
Pre-onboarding for customers: The what, why, and how
Learn about pre-onboarding for customers and why it matters. Discover 9 key tips for a powerful pre-onboarding strategy and a tool for it.
Learn about pre-onboarding for customers and why it matters. Discover 9 key tips for a powerful pre-onboarding strategy and a tool for it.
5
MIN READ
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
Discover everything about professional services automation software — its features, why you need one, how to choose one, and who can benefit
5
MIN READ
Rocketlane x HubSpot: Seamless handoffs and automated project creation
Automate your post-sales handoff and customer onboarding project creation with the Rocketlane x HubSpot integration.
Automate your post-sales handoff and customer onboarding project creation with the Rocketlane x HubSpot integration.
5
MIN READ
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
The Director of Customer Success Operations at Gong talks about how has thoughtfully crafted her career path, trends she foresees
7
MIN READ
The Ultimate Guide to SaaS Customer Onboarding
Tips, tricks, best practices to create the best customer onboarding process
Tips, tricks, best practices to create the best customer onboarding process
7
MIN READ
Client Management 101: Strategies to build strong client relationships
Learn all about client management, and discover the strategies and tools to deploy for building strong client relationships.
Learn all about client management, and discover the strategies and tools to deploy for building strong client relationships.
5
MIN READ
What to include in your implementation-to-customer-success handoff
Discover key tips and best practices for a successful implementation-to-customer success handoff and set up customers for long-term success.
Discover key tips and best practices for a successful implementation-to-customer success handoff and set up customers for long-term success.
5
MIN READ
5 best user onboarding software: features, pros and cons
Learn all about user onboarding software, its importance, and 5 best options. Also discover the ultimate tool for smooth customer onboarding
Learn all about user onboarding software, its importance, and 5 best options. Also discover the ultimate tool for smooth customer onboarding
5
MIN READ
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.
Learn how to start your projects perfectly with this 10-step client onboarding checklist. Plus, meet a tool that simplifies the process.
7
MIN READ
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.
A retainer agreement involves paying a recurring fee for ongoing services. Discover its different types, benefits, and best practices.
5
MIN READ
Customer Onboarding Software: Best Features + Tools
Pick the best customer onboarding software for your business. Also, explore what features to look for in a customer onboarding platform.
Pick the best customer onboarding software for your business. Also, explore what features to look for in a customer onboarding platform.
5
MIN READ
CSM’s role in customer onboarding: Strategy vs. execution
Laura Kightlinger, VP of Customer Success - International at Seismic discusses CSMs balancing between onboarding strategy and execution
Laura Kightlinger, VP of Customer Success - International at Seismic discusses CSMs balancing between onboarding strategy and execution
5
MIN READ
The 10 steps to executing a flawless kickoff meeting
Discover 10 simple steps to pull off a successful kickoff meeting. Also, explore a tool that simplifies the rest of the onboarding journey.
Discover 10 simple steps to pull off a successful kickoff meeting. Also, explore a tool that simplifies the rest of the onboarding journey.
5
MIN READ
7 Great client onboarding templates (+ A 23-point checklist)
Use these seven thorough client onboarding templates. Bonus: get a 23-point checklist for a powerful client onboarding experience.
Use these seven thorough client onboarding templates. Bonus: get a 23-point checklist for a powerful client onboarding experience.
7
MIN READ
Resource allocation for long implementation cycles
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
5
MIN READ
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.
In a recent conversation the Preflight Community discusses who should own end-user trainings when the product is complex.
5
MIN READ
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
Training remote Customer Success and Support teams can be tricky. Learn from these CS leaders on how to nail it
3
MIN READ
A Guide to perfecting your Sales-to-Service handoff [Free Template]
How your sales-to-service handoff happens sets the tone for your customer onboarding projects. Here's how to nail it (plus free template!)
How your sales-to-service handoff happens sets the tone for your customer onboarding projects. Here's how to nail it (plus free template!)
BlogsIntroducing Rocketlane's Partner Central: Seamlessly collaborate with all your partners in one central tool
Supercharge cross-org collaboration, gain visibility, and drive business growth with Rocketlane's new Partner Central.
BlogsWhat is a price quote (and how do you write up a good one?)
A step-by-step guide on how to make a quote and some essential tips for developing an efficient quoting process.
BlogsProject billing: A complete guide to all stages and types
Learn about project billing and its different types and stages. Also, discover 10 tips to improve your billing process, including a tool
BlogsPre-onboarding for customers: The what, why, and how
Learn about pre-onboarding for customers and why it matters. Discover 9 key tips for a powerful pre-onboarding strategy and a tool for it.
BlogsMeet SmartFill: Access project information within seconds!
Say goodbye to manual data entry and hello to Rocketlane's new SmartFill feature. Save time by retrieving project details in seconds!
BlogsClient Management 101: Strategies to build strong client relationships
Learn all about client management, and discover the strategies and tools to deploy for building strong client relationships.
Blogs5 best user onboarding software: features, pros and cons
Learn all about user onboarding software, its importance, and 5 best options. Also discover the ultimate tool for smooth customer onboarding
BlogsCustomer Onboarding Software: Best Features + Tools
Pick the best customer onboarding software for your business. Also, explore what features to look for in a customer onboarding platform.
BlogsKeeping 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
Blogs7 Great client onboarding templates (+ A 23-point checklist)
Use these seven thorough client onboarding templates. Bonus: get a 23-point checklist for a powerful client onboarding experience.
BlogsThe 10 steps to executing a flawless kickoff meeting
Discover 10 simple steps to pull off a successful kickoff meeting. Also, explore a tool that simplifies the rest of the onboarding journey.
BlogsThe 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
Blogs7 client onboarding best practices (+ a tool to boost results)
Explore the 7 best practices for effective client onboarding. Also, discover a unique tool that makes the client onboarding smooth.
BlogsDecoding the State of Customer Onboarding 2023
Customer onboarding expert and author of 'Onboarding Matters' Donna Weber released Rocketlane's 2023 survey report on all things onboarding.
Blogs4 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.
BlogsCustomer 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.
BlogsHow 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!
BlogsDrive 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.
BlogsPre-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.
Blogs10 insightful customer onboarding statistics for 2023
Explore 10 incredible customer onboarding statistics and eight important metrics to measure customer onboarding experience.
BlogsWhat is Customer Onboarding? (+6 Steps You Need to Follow)
Understand customer onboarding, why it’s important, and the six steps you need to follow for successful onboarding.
Blogs4 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.
BlogsTrack time off for resource planning & scheduling with Rocketlane
Learn how Rocketlane's Time Off feature can help with accurate resource planning and resource scheduling.
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BlogsThe 4 stages of a world-class customer onboarding process
Find out how to set a customer onboarding process for your onboarding team that can be easily customized for each of your unique customers.
BlogsTop 5 videos on customer onboarding from Rocketlane
Discover best practices, unique insights, and new perspectives for customer onboarding through our top 5 video resources of 2022!
BlogsTen ways to supercharge your implementation plan
We take you through 10 tried and tested ways to fortify your implementation process.
BlogsCustomer Onboarding: Best Practices Guide
Ten customer onboarding best practices to retain more customers, improve NRR, and build loyalty.
BlogsSigns that your customer onboarding process needs an overhaul
Five critical signs that point towards rethinking your customer onboarding process entirely.
BlogsResource Management: Best Practices Guide
Six best practices to help you get the most out of your team and deliver projects on time.
BlogsCommon Reasons Why Your Customers Leave During Onboarding
Top five reasons why your customers churn or ghost you during the onboarding process.
Blogs7 ways to transform your Customer Onboarding process
Learn some of the best practices to take your customer onboarding game to a whole new level!
BlogsThe Mystery of the Changing Task Status
One customer onboarding platform, a vendor who manages customer projects on it, and task statuses that change because they can.
BlogsRocketlane Forms: For smooth customer onboarding
Create intake forms, customer surveys, migration/integration requests, handoff forms, and turn them into tasks on Rocketlane projects
BlogsClient onboarding playbook for marketing and design agencies
Learn what goes into creating a playbook that sets up the rules of engagement and increases your clients’ retainership with you
BlogsRocketlaneXSalesforce = Smooth customer onboarding process
Enable your sales and customer onboarding teams to work in harmony with Rocketlane’s Salesforce integration.
Blogs5 easy ways to improve your customer onboarding process
Easy-to-implement, actionable advice that will set your customer onboarding process on the course to success.
BlogsA customer-centric framework for onboarding
A five-point customer onboarding framework to put the spotlight on the people who matter the most: your customers!
BlogsCustomer onboardings and how to nail them
Members of the Preflight community discuss effective strategies to nail customer onboarding
Blogs10 project management tools you can use for customer onboarding
Find out which tool suits your onboarding needs, including delegating tasks, mapping dependencies, and providing visibility to stakeholders.
BlogsSetting up your first customer onboarding team
Do you need a dedicated onboarding team? Who’s the best fit? What kind of skills will they need?
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BlogsProof of Concept: Definition, Benefits, Best Practices
Demonstrate project feasibility and get your proposals approved with a solid Proof of Concept
BlogsProject visibility: The secret to great customer onboarding
Ever wanted to feel like Tony Stark when he handles all those cool gadgets? Rocketlane can be your perfect sidekick!
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BlogsMeasure performance across projects with Operations Insights reports
Understand how well you’re executing projects with key insights on overall performance.
BlogsRocketlane: Custom built for a reason
Rocketlane is an incredibly versatile tool that you can customize to suit a number of different use cases. See how.
BlogsHow Rocketlane makes customer onboarding delightful
Customer experience now made a 5-star affair, each time, every time with Rocketlane.
BlogsHow Rocketlane Does Customer Onboarding: People, Process, Tools
An insider view of how Rocketlane onboards its customers and how we use Rocketlane to ensure a seamless customer experience
BlogsOn Rocketlane's Love for Collaborative Customer Onboarding
We realize customer onboarding is no single-player game. And that's why we have collaboration ingrained in each feature we build.
BlogsAn Introduction to Project Management
A starting point if you're new to project management, or maybe just want to refresh your memory
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BlogsThe Seven Pillars of Project Management
How you manage project execution is a predictor of how well you deliver on the desired outcomes.
BlogsCustomer onboarding: Types, steps, and best practices
Which customer onboarding model should you choose for your company?
BlogsCommon Reasons Why Your Customers Leave During Onboarding
Are you experiencing churn while onboarding new customers? Find out what's going wrong.
Blogs7 Client Onboarding Best Practices
Your client onboarding could be as simple or as complicated as making a sandwich.
BlogsThe 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.
BlogsTop 5 benefits to having a dedicated platform for customer onboarding
Do you often find yourself relying on multiple tools to conduct your customer onboarding and implementation process? Think again.
BlogsHow to showcase value to your customers right from the very beginning
Setting up timely milestones and a well-designed onboarding process could go a long way in helping you showcase value to your customers.
BlogsUser 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
BlogsWhy invest in customer onboarding?
Industry leaders weigh in on why they chose to invest in customer onboarding and talk about the ROI
BlogsTop customer onboarding metrics for SaaS products
Metrics you can use to assess engagement, adoption, and progress through the onboarding phase.
BlogsDevelopers moving slowly? Here’s why
Iteration speed matters. And so does developer productivity.
BlogsOverlooked elements in the customer onboarding process
And how to make sure you keep them in mind while onboarding your customers
BlogsThe best customer onboarding tool for your product
Using the right tool can go a long way in ensuring that your customers see value in what you have to offer
Blogs5 ways your customer onboarding can go wrong
These are the top reasons a customer might churn during the onboarding phase
BlogsSpreadsheets are killing your customer onboarding process
Read on to know why, and alternatives to spreadsheets for customer onboarding
BlogsIs your organization ready to invest in a customer onboarding tool?
Signs your company needs a customer onboarding tool and the steps to invest in a good one
BlogsThe scariest thing about customer onboarding
With a lot at stake, the customer onboarding phase can be daunting. Fret not, we have you covered. Read on for some invaluable solutions
BlogsThe frightening side of customer onboarding and implementations
We asked our community members to send in their scariest onboarding stories for Halloween. You won't believe what happens in the last story!
BlogsCustomer Onboarding and the Customer Success Equation
Good Customer Success isn’t about what it is, but what it does.
Blogs4 ways Rocketlane makes customer onboarding smoother, simpler, smarter
Read on to know how Rocketlane solves customer onboarding issues using four key elements
BlogsValue realization for SaaS businesses: Framework and tools
Objectives, tasks, tools, and metrics to ensure value realization
BlogsValue realization lessons from our Freshchat journey
A closer look at customer acquisition and churn helped us find answers to seemingly daunting problems
BlogsRemote customer onboarding for fast-growing SaaS companies
To make remote customer onboarding successful, customers must feel they’re a priority for your business.
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BlogsTen mistakes you could be making in your customer implementations
Ten reasons your customer onboarding projects and implementations aren't succeeding.
BlogsRituals of connection for a fully remote team
We've been a fully remote team since Day One, and we've figured out ways to help the team stay connected. Check them out.
BlogsWhy you should invite your customer to your project
Collaborate with your customer to make their onboarding journey a success.
BlogsGetting 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
BlogsHow Rocketlane can reduce your customer’s time-to-value
Hint: It has to do with the tools you use.
BlogsCreating delightful SaaS customer onboarding experiences
Customer onboarding does not have to be fraught with escalations and uncertainty.
BlogsUsing 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.
BlogsWhy Customers Ghost You and How to Avoid It
Why those emails and calls went unanswered and how to prevent that in the future
BlogsReviving a customer onboarding project when you’ve been ghosted
How to bring a project back to life when there's radio silence from the customer
BlogsA kickoff meeting framework for customer onboarding projects
Best practices and tips for running the ultimate kickoff meeting for customer onboarding projects
BlogsKickoff meetings for customer onboarding projects
Everything you need to know to come out of that kickoff meeting looking like a star
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ResourcesWhat to include in your implementation-to-customer-success handoff
Discover key tips and best practices for a successful implementation-to-customer success handoff and set up customers for long-term success.
ResourcesWhat 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.
ResourcesA 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.
ResourcesThe 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.
ResourcesNew 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
Resources20+ questions to ask while onboarding your customer
A customer onboarding questionnaire helps you understand customer expectations and provide them with a delightful experience.
ResourcesHow to leverage customer onboarding to reduce churn
Learn how you can significantly reduce churn with a better customer onboarding experience
ResourcesGetting to the root cause of problems in project management
The 'why' comes first, and the 'how' comes later.
ResourcesCustomer 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.
ResourcesProject Management Basics: Innovation Management
Traditional project management models focused almost exclusively on delivery have made way for problem-solving.
ResourcesEverything you need to know about Agile Project Management
Learn how you can adopt the Agile framework to deliver high-velocity projects without compromising on quality
ResourcesProject Management Basics: Risk Management
To manage risk, it’s essential to have a clear and precise definition of what the project is tasked to deliver.
ResourcesThe 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.
ResourcesThe ultimate checklist for a successful go-live [free template]
Go-live implementations and a best practices checklist for a triumphant go-live every single time.
ResourcesWhat is a project kickoff meeting? (+ free template)
Project kickoff meetings and a free-to-use template
ResourcesWhat is a resource tracker? (+ a free template)
Resource tracking for optimum resource management and a free-to-use resource tracker template
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ResourcesHow to nail your project delivery [free template]
Project delivery tips and a free-to-use template
ResourcesCreating the perfect project tracker [+ free template]
Project Trackers 101 and a free-to-use project tracker template.
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ResourcesHow to write a Statement of Work [Free Template]
What an SOW is, why you need it, how to create one, and a free customizable template
ResourcesHow to create a project communication plan [free template]
A project communication plan enables smooth project execution. Here's how to create one (plus free template!)
ResourcesWhat is a Sales-to-Customer-Success handoff? [+Free Template]
A smooth Sales-to-Customer-Success Handoff is crucial to preventing ruptures in the customer relationship. Here's how to nail it.
ResourcesIntroducing The Customer Onboarding Maturity Model
Launching v0 of our customer onboarding maturity model. Use as is or adapt to your organization.
ResourcesHow to Create a Project Risk Register [Free Template]
Tips, best practices, and a fully customizable, easy-to-use Project Risk Register template that is a perfect fit for any project
ResourcesHow to Create a Stakeholder Register [Free Template]
What a stakeholder register is, why you need it, and a 100% customizable template
ResourcesA 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.
ResourcesHow to Make A RACI Chart for A Project [Free Template]
Everything you need to know about the RACI chart, complete with best practices, and a free, ready-to-use template
ResourcesA Guide to perfecting your Sales-to-Service handoff [Free Template]
How your sales-to-service handoff happens sets the tone for your customer onboarding projects. Here's how to nail it (plus free template!)
ResourcesHow to create a project status report [Free Template]
A 100% customizable Project Status Report template to communicate the progress of your project efficiently and effectively. Download now.
ResourcesHow to Create a Project Charter [Free Template]
How to create a project charter that everyone on your team will love. Plus a free template!
ResourcesHow value delivery is a game changer for SaaS businesses
...and why customer onboarding is your trump card
Implementation StoriesCustomer onboarding best practices from Rocketlane
Vishnu Prasad, Solutions and Onboarding Lead at Rocketlane, shares all the details on the four-pillar approach to customer onboarding.
Implementation StoriesTactics for complex customer onboarding journeys
Mahesh Motiramani, Director of Customer Success at Dataiku, shares insights and inputs to help you navigate complicated customer onboarding
Implementation StoriesUsing 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.
Implementation StoriesWhat 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
Implementation StoriesSupercharging 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 StoriesUsing 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
Implementation StoriesBombBomb’s prescriptive approach to product adoption
On BombBomb's iterative approach to developing a mind-blowing onboarding experience for their customers
Implementation StoriesMaking data-driven customer onboarding decisions
Katie Clark on the importance of onboarding metrics, their impact on decision-making, and more
Implementation StoriesSamantha Wong on Scaling Customer Onboarding at Front
How onboarding evolved at Front, and lessons from their CS journey
Implementation StoriesEffective change management during customer onboarding
The CS Head at Ada Health talked about how change management can aid in getting users to adopt your product before go-live
Implementation StoriesGetResponse’s customer onboarding playbook
Learn how to choose the right customer onboarding model for your product.
Implementation StoriesWhen lives are on the line: Customer onboarding under pressure
Meg Lovell of Everbridge on her learnings from high-stress, high impact customer onboarding journeys
Implementation StoriesThe right tech stack for high-touch customer onboarding
Kapiche's onboarding methodology, how to shorten TTV, using the right tools for onboarding, and more.
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Implementation StoriesInflexion: Darwinbox’s six-step customer implementation framework
Soham Basak, who heads Delivery and Customer Onboarding at Darwinbox, explains Darwinbox's fail-safe implementation process
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Implementation StoriesDelivering a mindblowing customer onboarding program
Aditya Maheshwari talks about how the AppsFlyer team turned inconsistent onboarding around to delight customers
Implementation StoriesDecoding customer onboarding at Insent
The Insent team shares their approach to onboarding, their challenges, successes, and learnings from onboarding 50+ customers in two years
Implementation StoriesNailing customer onboarding using the Project Management approach
How using project management principles to your onboarding projects makes the experience better for customers
Implementation StoriesGetting effort estimation right and winning over customer expectations
Deepa talks about estimation models, its four essential components, and takes us through a sample estimation exercise
Implementation StoriesAlex 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
Implementation StoriesHow quality customer education enhances value delivery
Brittany Lockwood, CSM at Dealpath, walks us through her experiences and learnings from her CS and CE journey
Implementation StoriesJeff Kushmerek on creating specialized customer implementation teams
Jeff Kushmerek shares lessons on customer implementation processes and methodologies from his extensive implementation experience
Implementation StoriesHigh-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 StoriesBranch.io's High-touch Onboarding for Experienced Customers
Apoorva shares how she designs differentiated onboarding journeys for different customer segments
Implementation StoriesThe impact of culture on customer project execution
In this session, Alex spoke to us about customer onboarding execution and success in a multi-geography environment having cultural barriers.
Implementation StoriesNimesh of Rockmetric on onboarding enterprise customers in finance
Nimesh Mehta, founder and CEO of Rockmetric, shares his honest reflections on his implementation journey
Implementation StoriesHow Innovaccer does customer onboarding and implementation
Ashish Singh, Head, Customer Engineering & Analytics at Innovaccer, about Innovaccer’s data-focused approach and more
Implementation StoriesWebEngage's approach to complex customer onboarding journeys
Jharna talks about the huge role that onboarding plays in WebEngage's customer success journey
Implementation StoriesHow Pando onboarded 20 enterprise clients in two years
Nigamanth Srivatsan, Director - CS @ Pando, a freight management SaaS company, shares the lessons learnt from onboarding enterprise clients
GuidesThe 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
GuidesHow 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.
GuidesThe Ultimate Guide to Client Onboarding in 2023
Discover the steps and best practices for efficient client onboarding. Also, explore a powerful tool that makes client onboarding a breeze.
GuidesThe Ultimate Guide to Client Onboarding in 2023
Discover the steps and best practices for efficient client onboarding. Also, explore a powerful tool that makes client onboarding a breeze.
GuidesTips to build an effective customer onboarding playbook
A customer onboarding playbook brings consistency to your onboardings and helps provide delightful and collaborative customer experiences
GuidesA guide to client onboarding for marketing and content agencies
The only guide you'll ever need, plus tools you can use to up your client onboarding game.
GuidesA guide to handling escalations during customer onboarding
Why escalations happen during customer onboarding and how you can avoid them
GuidesTips 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.
GuidesHow 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!)
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GuidesThe Ultimate Guide to SaaS Customer Onboarding
Tips, tricks, best practices to create the best customer onboarding process
GuidesHow 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
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UpdatesRocketlane x HubSpot: Seamless handoffs and automated project creation
Automate your post-sales handoff and customer onboarding project creation with the Rocketlane x HubSpot integration.
UpdatesNew: Automate resource allocation with Rocketlane’s Auto-allocate![]()
With auto-allocate, Rocketlane automatically updates the resource allocations when you modify the timelines and/or assignees for a task
UpdatesMeet Rocketlane’s Annotations & Proofing for creative projects
Find out how businesses like professional services and marketing agencies can collaborate on digital assets with clients using Rocketlane.
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UpdatesGainsight Pulse 2022: Our top 10 takeaways
Read all about the insights we took away from Gainsight Pulse 2022, the biggest Customer Success event of the year.
UpdatesMeet 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.
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.
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UpdatesRocketlane Named a 2022 Gartner® Cool Vendor in Technology Go-to-Market
Can't keep calm, but definitely keeping our cool.
UpdatesPropel22: The world’s only customer onboarding conference
Everything you need to know about Rocketlane's two-day, global customer onboarding event
UpdatesRocketlane 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
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UpdatesAnnouncing Rocketlane’s $18M Series A Funding
This marks the start of an exciting new chapter not only for our team, but also for our customers
UpdatesRocketlane advances to SOC 2 Type 2 Compliance and Certification
We’re thrilled to announce the next milestone: our SOC 2 Type 2 certification.
UpdatesDecoding 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.
UpdatesIntroducing Time Tracking for Customer Projects
Why you need to track time for your projects and all about Rocketlane's time tracking module
UpdatesLessons learnt from building a company through a pandemic
Insights and learnings from things that went right and things that didn't, as we built Rocketlane
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UpdatesMeet Rocketlane: The all-in-one workspace for customer projects
Get ready to chuck your spreadsheets, documents, email reminders, and poor customer onboarding!
Propel22Creating early wins with the first value delivery framework
Getting your customers to realize value during the onboarding phase can set you up for success
Propel22Strategies for effective go-lives and solution adoption
Onboarding is more than just checklists and project management
Propel22Establishing successful KPIs: Meg Lovell for Propel22
Meg Lovell walks us through constructing and leveraging KPIs for onboarding success
Propel22How CS Ops helps drive smooth customer onboarding
Expectation gaps in onboarding and how CS Ops can bridge them
Propel22Accelerating customer onboarding outcomes with value mapping
How to apply Matthew May's Value Gap Map for accelerated onboarding outcomes
Propel22Why customer onboarding is tough - war room stories
Jeff tells us why we feel onboarding is challenging and how it can be made simple.
Propel22Customer onboarding challenges from Seed to Series B
From real scenarios at Chili Piper, learn what to do and what not to do when scaling from Seed to Series B.
Propel22What no one tells you about scaling customer onboarding teams
How to think about scaling an onboarding team: metrics, hiring, and more
Propel22Handling critical moments in the customer journey
The science behind customer experiences and how you can leverage it to increase renewals and expansions
Propel22QBRs are stupid, and OBRs are smart: Aaron Thompson for Propel22
Why you should favor OBRs over QBRs, and an auditing template to get you started
Propel22Creating your first 15 training videos: Bill Cushard for Propel22
You don't have to be an exceptional designer to create your training videos. Do it simple. Learn from the expert, Bill Cushard.
Propel22The Post-Sale SCALING™ Framework: Rod Cherkas for Propel22
How you can package your services offering to support fast growth.
Propel22Creating a customer onboarding motion that'll scale with you
Learnings and insights on setting up an onboarding motion that grows with the organization.
Propel22Customer Onboarding and the company organizational chart
Wondering where in your org chart your onboarding team fits in? Read on.
Propel22How to design and implement a customer onboarding process
How do you go about designing and implementing a solid onboarding process? Lincoln Murphy has a few pointers for you.
Propel22Leveraging customer intelligence for onboarding success
The way forward is data driven. Learn how leveraging customer intelligence can help with onboarding success.
Propel22Who thinks you're customer-centric? You or your customers?
How to turn the spotlight on your customers and deliver a superior customer experience, truly.
Propel22Propel22: We're just getting started!
The world’s first-ever customer onboarding conference was a huge success!
Propel22Scaling Onboarding at Hubspot: Aaron Jones for Propel22
Read on to understand how Hubspot has been scaling up its onboarding process to serve customers in 120 different countries
Propel22What to do when you are delaying your customer's success
The key to customer success is preparing them for onboarding even before the phase has begun.
Propel22Starting the renewal at “Hello”: Emilia D'Anzica for Propel22
If you're not onboarding customers right within their first 100 days, then there's no way you can expect them to be repeat customers.
Propel22Using Customer Onboarding to Accelerate Expansion and NRR
Why is Net Retention Rate important, really?
Propel22Customer Onboarding: AHA! or WTF?: Lincoln Murphy for Propel22
What failed and great onboarding experiences look like.
Preflight ConversationsCSM’s role in customer onboarding: Strategy vs. execution
Laura Kightlinger, VP of Customer Success - International at Seismic discusses CSMs balancing between onboarding strategy and execution
Preflight ConversationsResource allocation for long implementation cycles
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
Preflight ConversationsWho 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 ConversationsTraining 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
Preflight ConversationsBuilding 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
Preflight ConversationsInternal 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 ConversationsDelinquent customers in onboarding
Unresponsive, disengaged customers present a potential threat of churning in the long term.
Preflight ConversationsRepeatable 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 ConversationsAll 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
Preflight ConversationsCustomer 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 ConversationsWhere in the org chart should you place Customer Support?
Members of the Preflight community discuss the ideal reporting structure for Customer Support teams.
Preflight ConversationsBuilding 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 ConversationsThe 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?
Preflight ConversationsCommon customer onboarding challenges and how to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
Preflight ConversationsCustomer 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 ConversationsFour 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 ConversationsCustomer onboarding and CS during the economic downturn
Snippets from the conversations at Preflight Huddle - New York
Preflight ConversationsData and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Preflight ConversationsThank you for believing in the Preflight Community
On our first in-person events, and the resounding support we received for them.
Preflight ConversationsSales-to-customer-implementation handoff: Best practices
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
Preflight ConversationsHow pre- and post-sales interactions impact your business
... and what you can do to make them work for you
Preflight ConversationsDesigning your customer onboarding and adoption journey
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
Preflight ConversationsCustomer onboarding vs. customer implementation
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
Preflight ConversationsHelping 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.
Preflight ConversationsWho 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?
Preflight ConversationsBest practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
Preflight ConversationsCollecting feedback on your customer onboarding process
What can your customer success teams use to strategize smooth onboarding?
Preflight ConversationsAll About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
Preflight ConversationsBerlin 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.
Preflight ConversationsPreflight 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
Preflight ConversationsGetting into Customer Success and what to do when you get there
Contemplating a career in CS? Start here
Preflight ConversationsUK Office Hours: Customer Success Metrics to Track in 2022
James Stuart - hackajob, Alex Farmer - Cognite, and Tom Purcell - Kluster discuss top CS metrics and how to track them.
Preflight ConversationsKey customer onboarding metrics and how to measure them
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
Preflight ConversationsOn Creating Successful Customer Onboarding Plans
Leila Tan of Tessian and Kieran Bowker of SafetyCulture talk about creating successful plans and best practices for customer onboarding
Preflight Conversations11 Takeaways on Customer Onboarding Strategy
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
Preflight ConversationsCustomer onboarding trends to watch out for
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
Preflight ConversationsSetting up a Customer Success Enablement function
Sisira Mallampalli, Manager - Customer Success Enablement & Training @ Whatfix, how a dedicated CS Enablement function can support CS teams
Preflight ConversationsTransitioning clients between CSMs
Learn how Customer Success teams can smoothly handle the account transition between CSMs
Preflight ConversationsResources to share during the customer onboarding journey
Recommendations from Preflighters on what resources to share during customer onboarding.
Preflight ConversationsWhen to start invoicing customers: before or after implementation?
Is invoicing a touchy subject when you're building customer relationships?
Preflight ConversationsBalancing the human touch and tech in customer onboarding
Renata Kashiwaya Pinheiro, VP-CS at WeGift tells us how CS teams can strike the right balance between tech and the human touch in onboarding
Preflight ConversationsWhat to do when your sales team overpromises to a customer
So the sales team should’ve said “NO”, but ended up saying “YES!”. What now?
Preflight ConversationsCracking pre-sale engagement for enterprise customer implementations
Jeff Kushmerek and Andrew Fraser share best practices and plans for acing pre-sales engagements with customers
Preflight ConversationsManaging customer expectations and escalations
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
Preflight ConversationsThank You to Our Preflight Community Members!
A gratitude note to members of the Preflight community for making it a great avenue for learning and knowledge exchange
Preflight ConversationsFour strategies to improve product adoption
Tips from Preflight members on how to handle it when your customer's team is slow to adopt your product
Preflight ConversationsMaintaining Mental Wellness Through Stressful Workweeks
Members of the Preflight community share stress management tips
Preflight ConversationsTop Leading and Lagging Customer Success Metrics
Varun Goel of Zendesk and Aditya Maheshwari of AppsFlyer on the leading and lagging CS metrics to track and how to use them to improve CX
Accelerate time to value for your customers with Rocketlane
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