This blog is a part of the 666 series of our Halloween Heist Contest.
Did your heart stop a little bit when you read that title?
Well, as a project manager or customer success professional, you're probably using spreadsheets to onboard new customers, manage customer-facing projects, and even track the customer journey. And you absolutely love using it because it's easy to organize your data, and you're comfortable with it.
But…. Managing customer-facing projects, from start to finish, using spreadsheets is not an easy task.
Because, no matter how organized you are, your team might commit spreadsheet mishaps that might mess up your onboarding project. When the project plan messes up, it might also mess up your onboarding process leading to a scope creep to a poor customer experience and ultimately to churn.
A good customer experience always begins with good onboarding, and using spreadsheets is the opposite of providing a good customer experience.
Spreadsheets were designed to replace paper-based systems and store data digitally. Initially, spreadsheets were used for accounting and bookkeeping, but now they are used extensively in all business aspects to store, organize, share data, and produce insights as graphs and charts from them.
It’s okay to use it for customer onboarding when starting a company and to understand the CS processes. Once your business starts scaling, spreadsheets become a bottleneck in your customer onboarding process and ultimately ruin your customer experience.
We ran a poll to understand what troubles businesses face when they use spreadsheets for customer onboarding. Our results show that 35.6% of the voters struggle to update the sheets, and 24.4% can’t convert data into insights easily.
We can go on and on about why spreadsheets suck for customer onboarding.
So, what can you do about it?
1. Create a better-organized customer onboarding process with spreadsheets and integrate with more tools such as Zapier, Hubspot, SurveyMonkey, etc. However, techniques built with tools like these have a high upfront cost and low project progress visibility.
2. Ditch the spreadsheet methods and get a dedicated customer onboarding tool to provide a top-notch customer experience.
Customer onboarding tools allow you to measure every interaction of the customer with your product and team. This is crucial for you to design, implement, and optimize a great customer onboarding experience.
The market has tons of customer onboarding and project management tools. How do you go about choosing the right customer onboarding tool for your company?
Fret not, we have some tips on how to choose a customer onboarding tool.