Preflight Conversations

Knowledge and insights from members of Preflight, the No. 1 community for all this customer onboarding
Preflight Conversations
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?
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
Where 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 Conversations
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.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
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?
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
Common 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 Conversations
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
The 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 Conversations
Data and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
Thank 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 Conversations
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
How 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 Conversations
Designing 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 Conversations
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
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.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
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?
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
Best practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
How 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 Conversations
All About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
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.
Kirthika Soundararajan
Content Marketer @ Rocketlane
Preflight Conversations
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
Usha Kalva
Community & Partnerships @ Rocketlane
Preflight Conversations
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.
Shuvedha Subramaniam
Content Marketer @ Rocketlane
Preflight Conversations
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
Rahul Sridhar
Content Marketer @ Rocketlane
Preflight Conversations
On 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 Conversations
11 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 Conversations
Customer 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 Conversations
Setting 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 Conversations
Transitioning 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 Conversations
What 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 Conversations
When 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 Conversations
Balancing 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 Conversations
What 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 Conversations
Cracking 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 Conversations
Handling 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 Conversations
Thank 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 Conversations
Four 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 Conversations
Maintaining Mental Wellness Through Stressful Workweeks
Members of the Preflight community share stress management tips
Varun Singh
Product Evangelist @ Rocketlane
Preflight Conversations
Top 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

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implementation and onboarding chaos.

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