Hey Everyone, I was tasked with building out an implementation playbook for new customers, which will be used during the onboarding process. Our implementation team is fairly new so this will be built from the ground up! What are some key playbooks that you've used frequently or seen the most success from?
Full process template for a case study interview, draft guidelines, and approval.
We have decided to segment our customers by high touch vs tech touch. Up until now, all of our customers have had their own account manager. [We will still have an account manager for the tech touch segment but only for escalations]. Any tips on how to explain to customers that they won't have an account manager assigned?…
Gain, Grow, Retain Community, I am happy to be here! I recently started a role focused around Value Realization Strategy to solve a challenge around consumption of technology. I've spent last year at a SaaS startup breaking into the "Customer Value Management" Market, focused on value throughout the customer journey. From…
Hi everyone, I would need your suggestions on setting up a new onboarding process for an SB SaaS product. As of now, we are conducting 1-1 trainings and onboardings. Are there any Onboarding platforms that we can use to set up trainings. Please suggest
Has anyone designed or built a partner success programme? Would anyone like to have a chat with me about the must dos, don't dos, play books and how to navigate the pitfalls of changing the status quo? Fun stuff!!!!
Hello there I am looking at designing a premise to cloud migration strategy for our large premise base. Does anyone have ideas they can share? Also what are some of the lessons learned and who are the best examples of company's that have done this successfully? Many thanks Steve
Hey! anyone else out there have a great health (green, yellow, red ) workflow for a SaaS product customers use daily?
Hello. We are looking to include the post-onboarding CSAT score as part of the onboarding team's bonus calculation. I want to make sure that the questions we ask give us an read on the onboarding manager's performance as well as the company's overall performance with onboarding new clients. Given this, what (quantitative)…
Hi All, I am wanting to introduce an SLA moving forward and was wondering if anyone had any great tips of what to include or better yet, a template or good example?
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