Resources20+ questions to ask while onboarding your customer
A customer onboarding questionnaire helps you understand customer expectations and provide them with a delightful experience.
Shuvedha Subramaniam
Content Marketer @ Rocketlane

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5
MIN READ
What 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
Learn tips and best practices to help your CS and Product teams collaborate towards shared success from this Implementation Stories session
Kirthika Soundararajan
Content Marketer @ Rocketlane
5
MIN READ
Where in the org chart should you place Customer Support?
Members of the Preflight community discuss the ideal reporting structure for Customer Support teams.
Members of the Preflight community discuss the ideal reporting structure for Customer Support teams.
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
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 community discusses the foundational building blocks that helped them build a successful customer onboarding org at their company.
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
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?
Is the title 'Onboarding Manager' evocative of employee onboarding more than customer onboarding? How do you deal with that?
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
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?
With the economic downturn leading to organizations tightening their purse strings, how are their post-sales functions affected?
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Common customer onboarding challenges and how to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
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
Jeff Kushmerek, CEO & Founder of Infinite Renewals, talked about the role of customer onboarding in helping retain your customers
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Client 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
Learn what goes into creating a playbook that sets up the rules of engagement and increases your clients’ retainership with you
Tejasvini Ramesh
Content Marketer @ Rocketlane
3
MIN READ
The 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.
One customer onboarding platform, a vendor who manages customer projects on it, and task statuses that change because they can.
Kannan Shanmugam
Founding Engineer @ Rocketlane
5
MIN READ
How to leverage customer onboarding to reduce churn
Learn how you can significantly reduce churn with a better customer onboarding experience
Learn how you can significantly reduce churn with a better customer onboarding experience
Rahul Sridhar
Content Marketer @ Rocketlane
7
MIN READ
A customer-centric framework for onboarding
A five-point customer onboarding framework to put the spotlight on the people who matter the most: your customers!
A five-point customer onboarding framework to put the spotlight on the people who matter the most: your customers!
Rahul Sridhar
Content Marketer @ Rocketlane
9
MIN READ
5 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.
Easy-to-implement, actionable advice that will set your customer onboarding process on the course to success.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
5
MIN READ
Data and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Snippets from the conversations at Preflight Huddle - San Francisco.
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
The state of customer onboarding and CS during the economic downturn: What to expect
Snippets from the conversations at Preflight Huddle - New York
Snippets from the conversations at Preflight Huddle - New York
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
How Rocketlane’s Salesforce integration ensures a smooth customer onboarding experience
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.
Tejasvini Ramesh
Content Marketer @ Rocketlane
5
MIN READ
How Rocketlane Forms can make customer onboarding smooth and friction-free
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
Rahul Sridhar
Content Marketer @ Rocketlane
5
MIN READ
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
Dana Soza, CEO of Dana Soza Consulting, shares with us tried and tested methods to onboard end users
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Tips to build an effective customer onboarding playbook
A customer onboarding playbook brings consistency to your onboardings and helps provide delightful and collaborative customer experiences
A customer onboarding playbook brings consistency to your onboardings and helps provide delightful and collaborative customer experiences
Shuvedha Subramaniam
Content Marketer @ Rocketlane
5
MIN READ
How pre- and post-sales interactions impact your business
... and what you can do to make them work for you
... and what you can do to make them work for you
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
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
Daria, Senior Customer Journey Manager at Amplitude, on how they leveraged data to improve their customer journeys across segments
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Customer Onboarding Tips Part IX: On habit change, weekly showcases, and 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.
Srikrishnan Ganesan
Co-founder, Rocketlane
7
MIN READ
Customer Onboarding Tips Part VIII: On cut-over plans, handoff calls, and weekly onboarding 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.
Srikrishnan Ganesan
Co-founder, Rocketlane
5
MIN READ
Thank you for believing in the Preflight Community
On our first in-person events, and the resounding support we received for them.
On our first in-person events, and the resounding support we received for them.
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Customer onboardings and how to nail them
Members of the Preflight community discuss effective strategies to nail customer onboarding
Members of the Preflight community discuss effective strategies to nail customer onboarding
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Tips for a seamless handoff from sales to your customer onboarding team
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
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Customer Onboarding Tips Part VII: 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.
Srikrishnan Ganesan
Co-founder, Rocketlane
7
MIN READ
Designing your customer onboarding and adoption journey
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
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
Brittany (Yandura) Preseau, Senior Customer Success Manager at Fieldguide, shares how you can have consultative customer onboarding journeys
Usha Kalva
Community & Partnerships @ Rocketlane
7
MIN READ
Getting to the root cause of problems in project management
The 'why' comes first, and the 'how' comes later.
The 'why' comes first, and the 'how' comes later.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
5
MIN READ
Gainsight 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.
Read all about the insights we took away from Gainsight Pulse 2022, the biggest Customer Success event of the year.
Tejasvini Ramesh
Content Marketer @ Rocketlane
5
MIN READ
Customer Onboarding Tips Part VI: On flexibility, challenges, and effort
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
Srikrishnan Ganesan
Co-founder, Rocketlane
5
MIN READ
Why should you care about Resource Management?
Need an extra pair of arms?
Need an extra pair of arms?
Rahul Sridhar
Content Marketer @ Rocketlane
5
MIN READ
10 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.
Find out which tool suits your onboarding needs, including delegating tasks, mapping dependencies, and providing visibility to stakeholders.
Tejasvini Ramesh
Content Marketer @ Rocketlane
5
MIN READ
Setting 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?
Do you need a dedicated onboarding team? Who’s the best fit? What kind of skills will they need?
Rahul Sridhar
Content Marketer @ Rocketlane
5
MIN READ
Kathy McAninch on BombBomb’s prescriptive approach to product adoption and usage
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
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
What is the difference between customer onboarding and 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
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
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.
On how customers can achieve value realization with your product, and how value realization can help find better solutions for customers.
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
Meet 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.
Create surveys, intake forms, and handoffs. Rocketlane can turn responses into tasks or push them to your CRM while you go grab your coffee.
Kirthika Soundararajan
Content Marketer @ Rocketlane
6
MIN READ
Proof of Concept: Definition, Benefits, Best Practices
Demonstrate project feasibility and get your proposals approved with a solid Proof of Concept
Demonstrate project feasibility and get your proposals approved with a solid Proof of Concept
Rahul Sridhar
Content Marketer @ Rocketlane
5
MIN READ
Customer 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.
Easy-to-use, customizable, free customer onboarding templates that will bring you success at every stage of the onboarding process.
Kirthika Soundararajan
Content Marketer @ Rocketlane
3
MIN READ
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?
You want to ensure that your customers see value in your product or service. Who would you assign this mighty task to?
Usha Kalva
Community & Partnerships @ Rocketlane
7
MIN READ
Customer Onboarding Tips Part V: Process Level Enhancements
Of training videos, readiness kits, engineering a great first impression, and more.
Of training videos, readiness kits, engineering a great first impression, and more.
Srikrishnan Ganesan
Co-founder, Rocketlane
5
MIN READ
Katie Clark on PartnerStack’s 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
Usha Kalva
Community & Partnerships @ Rocketlane
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!
Shuvedha Subramaniam
Content Marketer @ Rocketlane
5
MIN READ
Customer Onboarding Tips Part IV: Establish a rhythm for onboarding
The importance of continuous feedback, having the human touch in onboarding, setting a cadence for communication, and more.
The importance of continuous feedback, having the human touch in onboarding, setting a cadence for communication, and more.
Srikrishnan Ganesan
Co-founder, Rocketlane
7
MIN READ
Measure performance across projects with Operations Insights reports
Understand how well you’re executing projects with key insights on overall performance.
Understand how well you’re executing projects with key insights on overall performance.
Rahul Sridhar
Content Marketer @ Rocketlane
6
MIN READ
Rocketlane: 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.
Rocketlane is an incredibly versatile tool that you can customize to suit a number of different use cases. See how.
Rahul Sridhar
Content Marketer @ Rocketlane
5
MIN READ
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.
You and your customers can stay on top of project updates and collaborate right from your own Slack accounts.
Kirthika Soundararajan
Content Marketer @ Rocketlane
3
MIN READ
Rocketlane Named a 2022 Gartner® Cool Vendor in Technology Go-to-Market
Can't keep calm, but definitely keeping our cool.
Can't keep calm, but definitely keeping our cool.
Srikrishnan Ganesan
Co-founder, Rocketlane
5
MIN READ
Best practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
For those who are curious about how other organizations measure their TTV.
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
All About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
How to tailor your NPS for your business and more
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
How to collect actionable feedback on your customer onboarding experience
What can your customer success teams use to strategize smooth onboarding?
What can your customer success teams use to strategize smooth onboarding?
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
How Rocketlane makes customer onboarding delightful
Customer experience now made a 5-star affair, each time, every time with Rocketlane.
Customer experience now made a 5-star affair, each time, every time with Rocketlane.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
7
MIN READ
Samantha Wong on Scaling Customer Onboarding at Front
How onboarding evolved at Front, and lessons from their CS journey
How onboarding evolved at Front, and lessons from their CS journey
Usha Kalva
Community & Partnerships @ Rocketlane
11
MIN READ
Berlin 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.
Key takeaways from Preflight's Berlin Office Hours session on driving Professional Services and Customer Success teams towards outcomes.
Kirthika Soundararajan
Content Marketer @ Rocketlane
9
MIN READ
How 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
An insider view of how Rocketlane onboards its customers and how we use Rocketlane to ensure a seamless customer experience
Vishnu Prasad
GTM Lead @ Rocketlane
3
MIN READ
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
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
Usha Kalva
Community & Partnerships @ Rocketlane
5
MIN READ
On 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.
We realize customer onboarding is no single-player game. And that's why we have collaboration ingrained in each feature we build.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
7
MIN READ
Everything 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
Learn how you can adopt the Agile framework to deliver high-velocity projects without compromising on quality
Rahul Sridhar
Content Marketer @ Rocketlane
5
MIN READ
Getting into Customer Success and what to do when you get there
Contemplating a career in CS? Start here
Contemplating a career in CS? Start here
Kirthika Soundararajan
Content Marketer @ Rocketlane
10
MIN READ
Berlin Office Hours: 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
Rahul Sridhar
Content Marketer @ Rocketlane
12
MIN READ
UK 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.
James Stuart - hackajob, Alex Farmer - Cognite, and Tom Purcell - Kluster discuss top CS metrics and how to track them.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
10
MIN READ
Project 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.
To manage risk, it’s essential to have a clear and precise definition of what the project is tasked to deliver.
Rahul Sridhar
Content Marketer @ Rocketlane
10
MIN READ
The Seven Pillars of Project Management
How you manage project execution is a predictor of how well you deliver on the desired outcomes.
How you manage project execution is a predictor of how well you deliver on the desired outcomes.
Kirthika Soundararajan
Content Marketer @ Rocketlane
12
MIN READ
What to do when you are delaying your customer's success: Star Hofer for Propel22
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
10
MIN READ
Scaling 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
Read on to understand how Hubspot has been scaling up its onboarding process to serve customers in 120 different countries
Rahul Sridhar
Content Marketer @ Rocketlane
7
MIN READ
Types of Customer Onboarding: Definitions, Benefits, Steps, Best Practices
Which customer onboarding model should you choose for your company?
Which customer onboarding model should you choose for your company?
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
10
MIN READ
How to use Customer Onboarding to Accelerate Expansion and NRR/NDR: Deepak Kumar for Propel22
Why is Net Retention Rate important, really?
Why is Net Retention Rate important, really?
Shuvedha Subramaniam
Content Marketer @ Rocketlane
10
MIN READ
Starting 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.
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.
Rahul Sridhar
Content Marketer @ Rocketlane
10
MIN READ
An Introduction to Project Management
A starting point if you're new to project management, or maybe just want to refresh your memory
A starting point if you're new to project management, or maybe just want to refresh your memory
Rahul Sridhar
Content Marketer @ Rocketlane
8
MIN READ
Customer Onboarding: AHA! or WTF?: Lincoln Murphy for Propel22
What failed and great onboarding experiences look like.
What failed and great onboarding experiences look like.
Rahul Sridhar
Content Marketer @ Rocketlane
12
MIN READ
How to design and implement the customer onboarding process: Lincoln Murphy by Propel22
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.
Rahul Sridhar
Content Marketer @ Rocketlane
12
MIN READ
The Post-Sale SCALING™ Framework: Rod Cherkas for Propel22
How you can package your services offering to support fast growth.
How you can package your services offering to support fast growth.
Rahul Sridhar
Content Marketer @ Rocketlane
10
MIN READ
QBRs 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
Why you should favor OBRs over QBRs, and an auditing template to get you started
Rahul Sridhar
Content Marketer @ Rocketlane
10
MIN READ
Who thinks you're customer-centric? You? Or your customers? - Donna Weber for Propel22
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
10
MIN READ
Leveraging Customer Intelligence For Customer Onboarding Success: Mary Poppen for Propel22
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
8
MIN READ
Customer Onboarding and The Company Organizational Chart: Mikael Blaisdell & Kristen Hayer for Propel22
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
10
MIN READ
Setting Up a Customer Onboarding Motion That'll Scale With You: Kristi Faltorusso & Maranda Dziekonski for Propel22
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.
Rahul Sridhar
Content Marketer @ Rocketlane
12
MIN READ
Creating 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.
You don't have to be an exceptional designer to create your training videos. Do it simple. Learn from the expert, Bill Cushard.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
7
MIN READ
Propel22: We're just getting started!
The world’s first-ever customer onboarding conference was a huge success!
The world’s first-ever customer onboarding conference was a huge success!
Kirthika Soundararajan
Content Marketer @ Rocketlane
12
MIN READ
Overcoming customer onboarding challenges from Seed to Series B: Gemma Cipriani-Espineira and Gaines Murfee for Propel22
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
8
MIN READ
Accelerating customer onboarding outcomes with value mapping: Matthew May for Propel22
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
7
MIN READ
Frictionless customer journey and how CS Ops helps drive smooth onboarding and beyond: Alex Farmer for Propel22
Expectation gaps in onboarding and how CS Ops can bridge them
Expectation gaps in onboarding and how CS Ops can bridge them
Kirthika Soundararajan
Content Marketer @ Rocketlane
10
MIN READ
Building a better strategy for effective go-lives and solution adoption: Peter Armaly for Propel22
Onboarding is more than just checklists and project management
Onboarding is more than just checklists and project management
Kirthika Soundararajan
Content Marketer @ Rocketlane
18
MIN READ
Handling critical moments in the customer journey: Ed Powers for Propel22
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
12
MIN READ
What no one told you about scaling your customer onboarding team: Jerry Henry for Propel22
How to think about scaling an onboarding team: metrics, hiring, and more
How to think about scaling an onboarding team: metrics, hiring, and more
Kirthika Soundararajan
Content Marketer @ Rocketlane
10
MIN READ
Why customer onboarding is tough - war room stories: Jeff Kushmerek for Propel22
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
7
MIN READ
Establishing successful KPIs: Meg Lovell for Propel22
Meg Lovell walks us through constructing and leveraging KPIs for onboarding success
Meg Lovell walks us through constructing and leveraging KPIs for onboarding success
Kirthika Soundararajan
Content Marketer @ Rocketlane
5
MIN READ
Creating early wins with the first value delivery framework: Irit Eizips for Propel22
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
5
MIN READ
Project Management Basics: Innovation Management
Traditional project management models focused almost exclusively on delivery have made way for problem-solving.
Traditional project management models focused almost exclusively on delivery have made way for problem-solving.
Kirthika Soundararajan
Content Marketer @ Rocketlane
10
MIN READ
Przemysław Depka Prondzinski: GetResponse’s Customer Onboarding Process
Learn how to choose the right customer onboarding model for your product.
Learn how to choose the right customer onboarding model for your product.
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
6
MIN READ
Common Reasons Why Your Customers Leave During Onboarding
Are you experiencing churn while onboarding new customers? Find out what's going wrong.
Are you experiencing churn while onboarding new customers? Find out what's going wrong.
Rahul Sridhar
Content Marketer @ Rocketlane
8
MIN READ
7 Client Onboarding Best Practices
Your client onboarding could be as simple or as complicated as making a sandwich.
Your client onboarding could be as simple or as complicated as making a sandwich.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
10
MIN READ
Dean Colegate on 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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
10
MIN READ
The 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.
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
10
MIN READ
Client Onboarding 101: Day One and Beyond
The 'what' and 'why' of client onboarding
The 'what' and 'why' of client onboarding
Shuvedha Subramaniam
Content Marketer @ 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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
7
MIN READ
Customer onboarding trends to watch out for
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
8
MIN READ
11 Takeaways on Customer Onboarding Strategy
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
10
MIN READ
A 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.
The only guide you'll ever need, plus tools you can use to up your client onboarding game.
Neelam Goswami
Content Marketer @ Narrato
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
Tejasvini Ramesh
Content Marketer @ Rocketlane
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.
Kannan Shanmugam
Founding Engineer @ Rocketlane
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!
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
BlogsHow Rocketlane’s Salesforce integration ensures a smooth customer onboarding experience
Enable your sales and customer onboarding teams to work in harmony with Rocketlane’s Salesforce integration.
Tejasvini Ramesh
Content Marketer @ Rocketlane
BlogsHow Rocketlane Forms can make customer onboarding smooth and friction-free
Create intake forms, customer surveys, migration/integration requests, handoff forms, and turn them into tasks on Rocketlane projects
Rahul Sridhar
Content Marketer @ Rocketlane
BlogsCustomer onboardings and how to nail them
Members of the Preflight community discuss effective strategies to nail customer onboarding
Usha Kalva
Community & Partnerships @ Rocketlane
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.
Tejasvini Ramesh
Content Marketer @ Rocketlane
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?
Rahul Sridhar
Content Marketer @ Rocketlane
BlogsProof of Concept: Definition, Benefits, Best Practices
Demonstrate project feasibility and get your proposals approved with a solid Proof of Concept
Rahul Sridhar
Content Marketer @ Rocketlane
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!
Shuvedha Subramaniam
Content Marketer @ Rocketlane
BlogsMeasure performance across projects with Operations Insights reports
Understand how well you’re executing projects with key insights on overall performance.
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Rahul Sridhar
Content Marketer @ Rocketlane
BlogsHow Rocketlane makes customer onboarding delightful
Customer experience now made a 5-star affair, each time, every time with Rocketlane.
Shuvedha Subramaniam
Content Marketer @ 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
Vishnu Prasad
GTM Lead @ Rocketlane
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
BlogsThe Seven Pillars of Project Management
How you manage project execution is a predictor of how well you deliver on the desired outcomes.
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsTypes of Customer Onboarding: Definitions, Benefits, Steps, Best Practices
Which customer onboarding model should you choose for your company?
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
BlogsAn Introduction to Project Management
A starting point if you're new to project management, or maybe just want to refresh your memory
Rahul Sridhar
Content Marketer @ Rocketlane
BlogsCommon Reasons Why Your Customers Leave During Onboarding
Are you experiencing churn while onboarding new customers? Find out what's going wrong.
Rahul Sridhar
Content Marketer @ Rocketlane
Blogs7 Client Onboarding Best Practices
Your client onboarding could be as simple or as complicated as making a sandwich.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Rahul Sridhar
Content Marketer @ Rocketlane
BlogsWhat is the difference 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
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsMaking a case for customer onboarding: Ideas, insights, and inspiration from our customers
Industry leaders weigh in on why they chose to invest in customer onboarding and talk about the ROI
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsDevelopers moving slowly? Here’s why
Iteration speed matters. And so does developer productivity.
Deepak Bala
CTO @ Rocketlane
BlogsTop customer onboarding metrics for SaaS products
Metrics you can use to assess engagement, adoption, and progress through the onboarding phase.
Rahul Sridhar
Content Marketer @ Rocketlane
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!
Rahul Sridhar
Content Marketer @ Rocketlane
BlogsThe right time to invest in customer onboarding software
Observations from our journey so far
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsThe tool(s) you use for onboarding customers are just as important as your product
Using the right tool can go a long way in ensuring that your customers see value in what you have to offer
Rahul Sridhar
Content Marketer @ Rocketlane
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
Shuvedha Subramaniam
Content Marketer @ Rocketlane
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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
BlogsSpreadsheets are killing your customer onboarding process
Read on to know why, and alternatives to spreadsheets for customer onboarding
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
BlogsTop reasons for failure during customer onboarding and how to overcome them
These are the top reasons a customer might churn during the onboarding phase
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
BlogsOverlooked elements in the customer onboarding process
And how to make sure you keep them in mind while onboarding your customers
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Blogs4 ways Rocketlane makes customer onboarding smoother, simpler, smarter
Read on to know how Rocketlane solves customer onboarding issues using four key elements
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsAaron Thompson’s Customer Success Equation and how customer onboarding helps you get it right
Good Customer Success isn’t about what it is, but what it does.
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsA Guide to Value Selling for SaaS
And how to use the customer onboarding phase to sell value
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsCustomer Success and Value Realization: Lessons from our Freshchat journey
A closer look at customer acquisition and churn helped us find answers to seemingly daunting problems
Srikrishnan Ganesan
Co-founder, Rocketlane
BlogsValue realization for SaaS businesses: Framework and tools
Objectives, tasks, tools, and metrics to ensure value realization
Srikrishnan Ganesan
Co-founder, Rocketlane
BlogsRemote customer onboarding: The new bottleneck for fast-growing SaaS companies
To make remote customer onboarding successful, customers must feel they’re a priority for your business.
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsTen mistakes you could be making in your customer implementations
Ten reasons your customer onboarding projects and implementations aren't succeeding.
Srikrishnan Ganesan
Co-founder, Rocketlane
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.
Srikrishnan Ganesan
Co-founder, Rocketlane
BlogsWhy you should invite your customer to your project
Collaborate with your customer to make their onboarding journey a success.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsHow to craft and sustain delightful SaaS customer onboarding experiences
Customer onboarding does not have to be fraught with escalations and uncertainty.
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsData, the secret ingredient for consistently delightful customer onboarding experiences
What's missing in your customer onboarding reviews? Crucial data and insights into what needs your attention. And your tools are to blame.
Kirthika Soundararajan
Content Marketer @ Rocketlane
BlogsWhy Customers Ghost You and How to Avoid It
Why those emails and calls went unanswered and how to prevent that in the future
Srikrishnan Ganesan
Co-founder, Rocketlane
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
Srikrishnan Ganesan
Co-founder, Rocketlane
BlogsThe Ultimate Guide to Kickoff Meetings for Customer Onboarding Projects: Planning and Prepping
Everything you need to know to come out of that kickoff meeting looking like a star
Srikrishnan Ganesan
Co-founder, Rocketlane
BlogsPulling Off the Ultimate Kickoff Meeting for A Customer Onboarding Project
Best practices and tips for running the ultimate kickoff meeting for customer onboarding projects
Srikrishnan Ganesan
Co-founder, Rocketlane
Resources20+ questions to ask while onboarding your customer
A customer onboarding questionnaire helps you understand customer expectations and provide them with a delightful experience.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
ResourcesHow to leverage customer onboarding to reduce churn
Learn how you can significantly reduce churn with a better customer onboarding experience
Rahul Sridhar
Content Marketer @ Rocketlane
ResourcesGetting to the root cause of problems in project management
The 'why' comes first, and the 'how' comes later.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Rahul Sridhar
Content Marketer @ Rocketlane
ResourcesProject Management Basics: Innovation Management
Traditional project management models focused almost exclusively on delivery have made way for problem-solving.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
ResourcesProject Kickoff Meeting: Meaning, Definition, Best Practices [Free Template]
Project kickoff meetings and a free-to-use template
Shuvedha Subramaniam
Content Marketer @ Rocketlane
ResourcesThe road to strategic resource management: Resource tracking [free resource tracker template]
Resource tracking for optimum resource management and a free-to-use resource tracker template
Shuvedha Subramaniam
Content Marketer @ Rocketlane
ResourcesHow to nail your project delivery [free template]
Project delivery tips and a free-to-use template
Shuvedha Subramaniam
Content Marketer @ Rocketlane
ResourcesProject trackers and why you need them for your project [free template]
Project Trackers 101 and a free-to-use project tracker template.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
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
Lakshmi Venugopal
Content Marketer @ Rocketlane
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!)
Saranya Udayamohan
Content Marketer @ Rocketlane
ResourcesHow to create a winning Sales-to-Customer-Success handoff document [Free Template]
A smooth Sales-to-Customer-Success Handoff is crucial to preventing ruptures in the customer relationship. Here's how to nail it.
Saranya Udayamohan
Content Marketer @ Rocketlane
ResourcesIntroducing The Customer Onboarding Maturity Model: An Easy Way To Measure and Up Your Onboarding Game
Launching v0 of our customer onboarding maturity model. Use as is or adapt to your organization.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Lakshmi Venugopal
Content Marketer @ Rocketlane
ResourcesHow to Create a Stakeholder Register [Free Template]
What a stakeholder register is, why you need it, and a 100% customizable template
Saranya Udayamohan
Content Marketer @ Rocketlane
ResourcesCreating a customer onboarding journey for your product? This checklist can help you nail it
If you’re looking to develop or tweak your customer onboarding methodology, this 20-point checklist is a great starting point.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Lakshmi Venugopal
Content Marketer @ Rocketlane
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!)
Saranya Udayamohan
Content Marketer @ Rocketlane
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.
Saranya Udayamohan
Content Marketer @ Rocketlane
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!
Lakshmi Venugopal
Content Marketer @ Rocketlane
ResourcesHow value delivery is a game changer for SaaS businesses
...and why customer onboarding is your trump card
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Usha Kalva
Community & Partnerships @ Rocketlane
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
Usha Kalva
Community & Partnerships @ Rocketlane
Implementation StoriesKathy McAninch on BombBomb’s prescriptive approach to product adoption and usage
On BombBomb's iterative approach to developing a mind-blowing onboarding experience for their customers
Usha Kalva
Community & Partnerships @ Rocketlane
Implementation StoriesKatie Clark on PartnerStack’s data-driven customer onboarding decisions
Katie Clark on the importance of onboarding metrics, their impact on decision-making, and more
Usha Kalva
Community & Partnerships @ Rocketlane
Implementation StoriesSamantha Wong on Scaling Customer Onboarding at Front
How onboarding evolved at Front, and lessons from their CS journey
Usha Kalva
Community & Partnerships @ Rocketlane
Implementation StoriesPrzemysław Depka Prondzinski: GetResponse’s Customer Onboarding Process
Learn how to choose the right customer onboarding model for your product.
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Implementation StoriesDean Colegate on 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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Implementation StoriesTech stack for high-touch customer onboarding: Tami Titheridge, Kapiche
Kapiche's onboarding methodology, how to shorten TTV, using the right tools for onboarding, and more.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
Implementation StoriesNailing customer onboarding using the Project Management approach
How using project management principles to your onboarding projects makes the experience better for customers
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
Implementation StoriesJeff Kushmerek on creating specialized customer implementation teams
Jeff Kushmerek shares lessons on customer implementation processes and methodologies from his extensive implementation experience
Kirthika Soundararajan
Content Marketer @ Rocketlane
Implementation StoriesBrittany Lockwood on 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
Varun Singh
Product Evangelist @ Rocketlane
Implementation StoriesDelivering a mindblowing customer onboarding program with Aditya Maheshwari (AppsFlyer)
Aditya Maheshwari talks about how the AppsFlyer team turned inconsistent onboarding around to delight customers
Kirthika Soundararajan
Content Marketer @ Rocketlane
Implementation StoriesHow Crew reinvented their SMB customer onboarding from high-touch to self-serve
Richard shared his experiences with customer onboarding, the reasons for Crew’s switch to a low-touch onboarding model, and more
Kirthika Soundararajan
Content Marketer @ Rocketlane
Implementation StoriesBranch.io's High-touch Onboarding for Experienced Customers
Apoorva shares how she designs differentiated onboarding journeys for different customer segments
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Varun Singh
Product Evangelist @ Rocketlane
Implementation StoriesHow WebEngage's customer onboarding approach adds to their customer experience
Jharna talks about the huge role that onboarding plays in WebEngage's customer success journey
Kirthika Soundararajan
Content Marketer @ Rocketlane
Implementation StoriesHow Innovaccer does customer onboarding and implementation
Ashish Singh, Head, Customer Engineering & Analytics at Innovaccer, about Innovaccer’s data-focused approach and more
Kirthika Soundararajan
Content Marketer @ Rocketlane
Implementation StoriesAlex, Freshworks on 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.
Varun Singh
Product Evangelist @ Rocketlane
Implementation StoriesHow Pando's customer implementation team 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
Srikrishnan Ganesan
Co-founder, Rocketlane
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Srikrishnan Ganesan
Co-founder, Rocketlane
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
Shuvedha Subramaniam
Content Marketer @ Rocketlane
GuidesClient Onboarding 101: Day One and Beyond
The 'what' and 'why' of client onboarding
Shuvedha Subramaniam
Content Marketer @ Rocketlane
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.
Neelam Goswami
Content Marketer @ Narrato
GuidesA guide to handling escalations during customer onboarding
Why escalations happen during customer onboarding and how you can avoid them
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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!)
Kirthika Soundararajan
Content Marketer @ Rocketlane
GuidesThe Ultimate Guide to SaaS Customer Onboarding (2022)
Tips, tricks, best practices to create the best customer onboarding process
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Tejasvini Ramesh
Content Marketer @ Rocketlane
UpdatesWhy should you care about Resource Management?
Need an extra pair of arms?
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
UpdatesRocketlane Named a 2022 Gartner® Cool Vendor in Technology Go-to-Market
Can't keep calm, but definitely keeping our cool.
Srikrishnan Ganesan
Co-founder, Rocketlane
UpdatesAnnouncing Propel22: The world’s first-ever customer onboarding conference
Everything you need to know about Rocketlane's two-day, global customer onboarding event
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Srikrishnan Ganesan
Co-founder, Rocketlane
UpdatesRocketlane advances to SOC 2 Type 2 Compliance and Certification
We’re thrilled to announce the next milestone: our SOC 2 Type 2 certification.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
UpdatesIntroducing Time Tracking for Customer Projects
Why you need to track time for your projects and all about Rocketlane's time tracking module
Arushi Ladha
Product @ Rocketlane
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
Srikrishnan Ganesan
Co-founder, Rocketlane
UpdatesRocketlane: The Origin Story
How it all began, how far we have come, and the way forward.
Srikrishnan Ganesan
Co-founder, Rocketlane
UpdatesAnnouncing: Rocketlane, a one-of-its-kind, collaborative workspace for customer onboarding
Get ready to chuck your spreadsheets, documents, email reminders, and poor customer onboarding!
Kirthika Soundararajan
Content Marketer @ Rocketlane
UpdatesRocketlane is now SOC 2 Compliant!
Here's what it means for you.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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.
Usha Kalva
Community & Partnerships @ Rocketlane
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.
Usha Kalva
Community & Partnerships @ Rocketlane
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?
Usha Kalva
Community & Partnerships @ Rocketlane
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?
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsCommon customer onboarding challenges and how to overcome them
CS and onboarding leaders discuss customer onboarding challenges and strategies to overcome them
Usha Kalva
Community & Partnerships @ Rocketlane
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsData and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsThe state of customer onboarding and CS during the economic downturn: What to expect
Snippets from the conversations at Preflight Huddle - New York
Usha Kalva
Community & Partnerships @ Rocketlane
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsHow pre- and post-sales interactions impact your business
... and what you can do to make them work for you
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsThank you for believing in the Preflight Community
On our first in-person events, and the resounding support we received for them.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsTips for a seamless handoff from sales to your customer onboarding team
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsDesigning your customer onboarding and adoption journey
Jan Young, Senior Consultant at The Success League, on implementing effective onboarding and adoption journeys
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsWhat is the difference between customer onboarding and customer implementation?
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
Usha Kalva
Community & Partnerships @ Rocketlane
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.
Usha Kalva
Community & Partnerships @ Rocketlane
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?
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsBest practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsAll About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsHow to collect actionable feedback on your customer onboarding experience
What can your customer success teams use to strategize smooth onboarding?
Usha Kalva
Community & Partnerships @ Rocketlane
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight ConversationsBerlin Office Hours: Key customer onboarding metrics and how to measure them
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Preflight ConversationsCustomer onboarding trends to watch out for
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Preflight Conversations11 Takeaways on Customer Onboarding Strategy
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Preflight ConversationsTransitioning clients between CSMs
Learn how Customer Success teams can smoothly handle the account transition between CSMs
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Preflight ConversationsWhat resources do you share with customers during their onboarding journey?
Recommendations from Preflighters on what resources to share during customer onboarding.
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Preflight ConversationsWhen to start invoicing customers: before or after implementation?
Is invoicing a touchy subject when you're building customer relationships?
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
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?
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Preflight ConversationsHandling Expectation Management & Escalations During the Customer Journey
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
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
Srikrishnan Ganesan
Co-founder, Rocketlane
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
Mohana Valli Prabhakar
Marketing Analyst @ Rocketlane & Community Manager, Preflight
Preflight ConversationsMaintaining Mental Wellness Through Stressful Workweeks
Members of the Preflight community share stress management tips
Varun Singh
Product Evangelist @ Rocketlane
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
Srikrishnan Ganesan
Co-founder, Rocketlane
Propel22What to do when you are delaying your customer's success: Star Hofer for Propel22
The key to customer success is preparing them for onboarding even before the phase has begun.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
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
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Rahul Sridhar
Content Marketer @ Rocketlane
Propel22Customer Onboarding: AHA! or WTF?: Lincoln Murphy for Propel22
What failed and great onboarding experiences look like.
Rahul Sridhar
Content Marketer @ Rocketlane
Propel22How to design and implement the customer onboarding process: Lincoln Murphy by Propel22
How do you go about designing and implementing a solid onboarding process? Lincoln Murphy has a few pointers for you.
Rahul Sridhar
Content Marketer @ Rocketlane
Propel22The Post-Sale SCALING™ Framework: Rod Cherkas for Propel22
How you can package your services offering to support fast growth.
Rahul Sridhar
Content Marketer @ Rocketlane
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
Rahul Sridhar
Content Marketer @ Rocketlane
Propel22Who thinks you're customer-centric? You? Or your customers? - Donna Weber for Propel22
How to turn the spotlight on your customers and deliver a superior customer experience, truly.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Propel22Leveraging Customer Intelligence For Customer Onboarding Success: Mary Poppen for Propel22
The way forward is data driven. Learn how leveraging customer intelligence can help with onboarding success.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Propel22Customer Onboarding and The Company Organizational Chart: Mikael Blaisdell & Kristen Hayer for Propel22
Wondering where in your org chart your onboarding team fits in? Read on.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Propel22Setting Up a Customer Onboarding Motion That'll Scale With You: Kristi Faltorusso & Maranda Dziekonski for Propel22
Learnings and insights on setting up an onboarding motion that grows with the organization.
Rahul Sridhar
Content Marketer @ Rocketlane
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Propel22Propel22: We're just getting started!
The world’s first-ever customer onboarding conference was a huge success!
Kirthika Soundararajan
Content Marketer @ Rocketlane
Propel22Overcoming customer onboarding challenges from Seed to Series B: Gemma Cipriani-Espineira and Gaines Murfee for Propel22
From real scenarios at Chili Piper, learn what to do and what not to do when scaling from Seed to Series B.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Propel22Accelerating customer onboarding outcomes with value mapping: Matthew May for Propel22
How to apply Matthew May's Value Gap Map for accelerated onboarding outcomes
Kirthika Soundararajan
Content Marketer @ Rocketlane
Propel22Building a better strategy for effective go-lives and solution adoption: Peter Armaly for Propel22
Onboarding is more than just checklists and project management
Kirthika Soundararajan
Content Marketer @ Rocketlane
Propel22Handling critical moments in the customer journey: Ed Powers for Propel22
The science behind customer experiences and how you can leverage it to increase renewals and expansions
Kirthika Soundararajan
Content Marketer @ Rocketlane
Propel22What no one told you about scaling your customer onboarding team: Jerry Henry for Propel22
How to think about scaling an onboarding team: metrics, hiring, and more
Kirthika Soundararajan
Content Marketer @ Rocketlane
Propel22Why customer onboarding is tough - war room stories: Jeff Kushmerek for Propel22
Jeff tells us why we feel onboarding is challenging and how it can be made simple.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Propel22Establishing successful KPIs: Meg Lovell for Propel22
Meg Lovell walks us through constructing and leveraging KPIs for onboarding success
Kirthika Soundararajan
Content Marketer @ Rocketlane
Propel22Creating early wins with the first value delivery framework: Irit Eizips for Propel22
Getting your customers to realize value during the onboarding phase can set you up for success
Kirthika Soundararajan
Content Marketer @ Rocketlane

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