GUIDEcx

We’re surveying onboarding and implementation leaders to understand one thing: How well this function is actually built and operated today. We’re looking to get clear on: - How onboarding teams are structured and resourced - How performance is measured (if at all) - Where execution breaks down across the lifecycle - Where AI is making a [real] impact in customer onboarding - What leading teams are doing differently If you run or are part of an onboarding team, this will take a few minutes. When you submit the survey, you'll enter a giveaway for a $1,000 Airbnb Gift Card and receive early access to our findings. If you are an onboarding professional, take the survey here: https://lnkd.in/gMzyWwi4 #customersuccess #customeronboarding #implementation Note: No purchase required to enter. Free alternative entry available. Void where prohibited. Open to U.S. residents 18+. Odds depend on entries.

Dispatching is now live in GUIDEcx. And it changes how onboarding teams assign work. Every time a role needs to be filled during an onboarding project, GUIDEcx ranks the best match on your team in real time by their capacity, skillset, availability, and the complexity of the project. - Best fits rise to the top.  - Assign the task to an owner in one click.  - Open Advanced Search to see the full picture: current allocation, upcoming availability, cross-project load If your team is scaling onboarding volume, this is the visibility you've been missing. Watch to see how your team could assign work smarter → #customersuccess #customeronboarding #implementation

We built a free calculator that shows you what your onboarding process is costing you each month in delayed revenue, coordination overhead, and onboarding churn. Enter your numbers like customer volume, deal size, onboarding durations, and operational costs (approximations are just fine) and get a specific monthly and annual impact figure based on your data. The inputs are based on real operational metrics we've seen matter most across hundreds of conversations with implementation leaders. The math is transparent, and the results are yours to use however you need, whether that's a business case for leadership, a benchmarking exercise, or just a gut check. Takes about two minutes! The link to try it is in the comments.

80% of onboarding tasks in GUIDEcx are completed outside of working hours. Your customers are engaging on their own time, moving through tasks when it's convenient for them, not when it's convenient for your team. What does this mean for your strategy? If your onboarding model requires your team to be online for customers to make progress, you have a big structural gap. Building for how customers actually engage means investing in async task visibility, self-serve guidance, and onboarding infrastructure that creates momentum independent of the 9–5. Are you designing your onboarding experience around how your customers actually engage...and when? #customersuccess #customeronboarding #strategy

The same 7 challenges came up over and over again in our conversations with onboarding teams in the last year. Here are the top 3: 1. A lack of visibility (for both internal teams and their customers) 2. Chasing customers for information 3. Manually collecting data and information These challenges are slowing teams down, and they impact how much customers trust them to deliver. See the full top 7 below, and learn how teams are counteracting these challenges, too. #clientonboarding #customeronboarding #implementation #customersuccess

Are you thinking about how you onboard customers as an extension of your product? You should be. We're encouraged by how intentional our customers are being about building their onboarding motion as an experience by engaging customers where they actually engage and giving them full transparency into what's going on. They're thinking about it like product designers. To them, their onboarding is as much a part of the product as the product itself. And it's giving them a competitive advantage. That's what we wrote about this week. Check it out! #customersuccess #implementation #customeronboarding #clientonboarding

In 2008, Domino's gave customers a live view of their pizza, from prep to oven to door. B2B customer onboarding still hasn't caught up. That's not an opinion. 100% of the onboarding teams we spoke with last year said they struggled to give customers real visibility into their process. The irony is that in B2B, the stakes are orders of magnitude higher, where transactions are much larger and many more stakeholders are involved. We think the companies leaning on their own B2B version of the pizza tracker now will have a structural retention advantage over those without one. Read the full breakdown below to see our version ⬇️

After hundreds of conversations with onboarding teams, a few patterns show up consistently enough that they're worth naming. Most onboarding teams (and their customers) don't have a real-time view of where their projects stand. The data reflects this pretty clearly. Every team we spoke with cited some version of a visibility problem. 96% described manual follow-up as a primary time drain. 75% had real concerns about their ability to scale. 64% had connected the quality of their onboarding directly to early customer churn. What's notable is that these teams are managing strategically important work: multi-month implementations that directly influence whether a customer ever sees value from what they purchased. But the infrastructure they're given to do that work rarely matches the weight of what's at stake. Sales and Customer Success are both well-resourced functions with purpose-built tooling and clear executive accountability. Onboarding tends to sit between them, under-resourced relative to the outcomes it's responsible for. That's the gap we wrote about this week. Check it out:

Onboarding customers is hard. Even the best teams hit a wall when manual tasks pile up.  By leveraging AI and automation, your team can focus on the high-value interactions that actually accelerate time-to-value. Here’s the catch: Just about every company talks about “AI” now. But is the offering actually empowering your team or just adding to the noise? For AI to really make an impact, you need to understand the different tools and terminology. When you speak the language of AI, you can decipher the hype, recognize misused jargon, and prioritize the tools that actually help your team. Our latest blog breaks down the essential AI terminology and shows you how to bridge the gap between human talent and artificial intelligence for a better customer onboarding experience. Check it out at the link in the comments: ⬇️

If you're evaluating onboarding platforms, you might be overwhelmed by the features available to you on the market. We created a quick guide to help. We've mapped the challenges we hear most often from onboarding teams to the onboarding software features that are best suited to solve them. Good place to start if you're looking for a solution or a helpful resource to keep in your back pocket for the next time you are. What's the #1 challenge you're facing in your onboarding motion? Let us know ⬇️