Preflight Conversations

Knowledge and insights from members of Preflight, the No. 1 community for all this customer onboarding
5
MIN READ
Building early customer onboarding and implementation teams
Setting up a dedicated customer onboarding and implementation team is the first step toward good customer engagement and adoption.
5
MIN READ
Should CS and PS org teams report to the same leader?
Explore best practices, leadership insights on customer success and professional services for effective organizational structure
5
MIN READ
CCO Masterclass with Rod Cherkas: Strategies and skills to develop into a successful CCO
Learn how to build relevant skills for your career and how to harness various tools and resources to enhance your work-life balance.
5
MIN READ
Building a Customer Success Center of Excellence
Lessons from the launch of Scaling CS: Building the CS Center of Excellence, a book by Chitra Madhwacharyula and Shreesha Ramdas.
5
MIN READ
Build trust with customers during the onboarding phase
The Preflight Community launched the local chapter of Utah in Lehi on the 11th of April with The Preflight Huddle!
5
MIN READ
CSM’s role in customer onboarding: Strategy vs. execution
Laura Kightlinger, VP of Customer Success - International at Seismic discusses CSMs balancing between onboarding strategy and execution
7
MIN READ
Resource allocation for long implementation cycles
Preflight Community discussed allocating the right resources to overcome inefficiencies during longer implementation cycles.
5
MIN READ
Who should own user training in the post-sales org?
In a recent conversation the Preflight Community discusses who should own end-user trainings when the product is complex.
5
MIN READ
Training remote Customer Success and Support teams
Training remote Customer Success and Support teams can be tricky. Learn from these CS leaders on how to nail it
5
MIN READ
Building customer-centricity into your post-sale journeys
Rebecca Nerad, VP - CS @ FourKites, talked about lessons learnt from her CS career, best practices for post-sales functions, and more
5
MIN READ
Internal metrics to track for customer onboarding teams
Preflighters share internal metrics you can track at your organization that will help you better your team's performance
5
MIN READ
Delinquent customers in onboarding
Unresponsive, disengaged customers present a potential threat of churning in the long term.
5
MIN READ
Repeatable templates for customer onboarding
How do you share onboarding tasks you need your customers to complete, like providing access, creating technical users, and the like?
5
MIN READ
All things product-led growth and digital customer success
We hosted a panel of incredible leaders and experts on the Preflight Community Deep Dives to discuss product-led growth and digital CS
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?
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.
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.
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?
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
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
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
5
MIN READ
Customer onboarding and CS during the economic downturn
Snippets from the conversations at Preflight Huddle - New York
5
MIN READ
Data and metrics to track for post-sale processes
Snippets from the conversations at Preflight Huddle - San Francisco.
5
MIN READ
Thank you for believing in the Preflight Community
One of our first in-person events, and the resounding support we received for them.
5
MIN READ
Sales-to-customer-implementation handoff: Best practices
Preflighters discuss how to ensure your sales to onboarding handoffs go smoothly and plan seamless integrations
5
MIN READ
How pre- and post-sales interactions impact your business
... and what you can do to make them work for you
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
5
MIN READ
Customer onboarding vs. customer implementation
Preflighters discuss whether a nuanced definition brings clarity and helps you communicate better to internal and external stakeholders
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.
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?
5
MIN READ
Best practices for measuring time to value
For those who are curious about how other organizations measure their TTV.
5
MIN READ
Collecting feedback on your customer onboarding process
What can your customer success teams use to strategize smooth onboarding?
5
MIN READ
All About the Net Promoter Score (NPS)
How to tailor your NPS for your business and more
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.
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
5
MIN READ
Getting into Customer Success and what to do when you get there
Contemplating a career in CS? Start here
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.
10
MIN READ
Key customer onboarding metrics and how to measure them
Srinivasan Shanker of Freshworks and Srikrishnan Ganesan of Rocketlane demystify metrics for customer onboarding
10
MIN READ
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
8
MIN READ
11 Takeaways on Customer Onboarding Strategy
Takeaways from Preflight Delhi's Office Hours with Varun Goel, Head of CS at Zendesk
7
MIN READ
Customer onboarding trends to watch out for
Takeaways from Preflight Chennai's Office Hours with Srikrishnan Ganesan, CEO & Co-founder @ Rocketlane
5
MIN READ
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
3
MIN READ
Transitioning clients between CSMs
Learn how Customer Success teams can smoothly handle the account transition between CSMs
3
MIN READ
Resources to share during the customer onboarding journey
Recommendations from Preflighters on what resources to share during customer onboarding.
5
MIN READ
When to start invoicing customers: before or after implementation?
Is invoicing a touchy subject when you're building customer relationships?
5
MIN READ
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
3
MIN READ
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?
3
MIN READ
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
3
MIN READ
Managing customer expectations and escalations
We kickstarted Deep Dives, a monthly discussion where experts discuss in-depth an implementation and customer onboarding topic
3
MIN READ
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
2
MIN READ
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
2
MIN READ
Maintaining Mental Wellness Through Stressful Workweeks
Members of the Preflight community share stress management tips
2
MIN READ
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

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