Why checklists? Well, checklists are the most popular way to onboard new employees, and that’s for a good reason.
Checklists help you to follow a process, make sure you don’t neglect anything important and stay compliant. Instead of making you write your own, you can use one of the 6 we’ve prepared for you as a basis, and either take it as it is or modify it for your business. Continue Reading
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Nahla Davies is a software developer and tech writer. Before devoting her work full time to technical writing, she managed – among other intriguing things – to serve as a lead programmer at an Inc. 5,000 experiential branding organization whose clients include Samsung, Time Warner, Netflix, and Sony.
Allocation of marketing resources is the key problem which leadership teams in marketing departments are continually trying to solve.
Often we talk about PPC vs organic, brand vs conversion, SEO vs social, or any such pairing of activities. But maybe the biggest question at the top of the decision tree is: Acquisition vs Retention.
Should you try to generate more revenue from existing customers? Should you spend more effort to develop new customers? Or is there a happy medium that will work perfectly for your business?
Based on statistics alone, your existing customers are your best bet for new revenue. It is generally easier and less costly to rely on the people you have already built relationships with. But businesses that don’t take sufficient steps to bring new blood into their base will inevitably die.
In this Process Street article, we’ll attempt to answer some questions, namely:
How involved should marketing be in retention efforts? And how do different company structures or products impact that? How do we weigh those efforts against acquisition – the primary function of marketing?
To help you through the process, we’ll be looking at:
To do lists shouldn’t take hours to set up, nor should they be complicated. Every second you spend setting up your task list and preparing for the work ahead is time wasted instead of getting out there and eliminating items from your schedule.
You should be able to jot down your tasks, have just enough flexibility to work how you need to, and then get on with it. After all, aren’t to do lists meant to help improve your productivity?
Well, we here at Process Street decided to save you even more time by providing you with your ultimate to do list template list, including printables and interactive schedules.
BentoBox is a website e-commerce and marketing platform just for restaurants. Their mission is to empower the world’s restaurants to succeed in their mission of hospitality.
While thousands of restaurants are using BentoBox to power their digital experience for customers, including websites, online ordering, gift cards and more, BentoBox uses Process Street for key processes like customer onboarding and employee onboarding to smoothly scale their operations.
“Partnering with Process Street has ultimately enabled us to help our team move quicker, as well as create transparency with our customers; and the features that they’ve been adding since then have just kind of proved that it was the right choice.” – Chelsea Lynch, Customer Operations Team Manager, BentoBox
Bora Lee is the Manager of Customer Enablement at ChurnZero. She is passionate about helping customer success teams succeed by crafting big-picture strategies executed through automated, streamlined processes that put the right data in front of the right customer at exactly the right time. She works hand in hand with customer success leaders to create fruitful, long-term relationships and to maximize customer satisfaction. In her free time, you will find her scuba diving and traveling.
Since customer success (CS) is still an emerging field, it’s not uncommon to find CS leaders who are founding their company’s first CS team or creating CS processes from scratch. Being the new department on the block, you may have had to find workarounds to other team’s more established processes. Or you might have encountered the common workplace scenario of inheriting your predecessor’s way of working.
No matter how your processes came to be, I can tell you one thing: they’re not perfect.
You can’t put your processes on a pedestal or become complacent with their adherence. Your market, solutions, and customers are constantly evolving. Your processes must adapt to the people and to the context – not the other way around.
Especially when you’re implementing CS processes for the very first time, it’s impossible to account for the multiple variances that will occur when you put concept into practice.
Instead of striving for process perfection, a goal more worthy of your efforts is the continuous improvement of your processes – routinely assessing their design, usage, output, and effectiveness.
And that’s where audits come in. By auditing your processes, you can uncover if dips in your performance metrics are merely a fluke or perhaps the cause of an undiagnosed bottleneck. Or if outwardly unrelated customer complaints actually stem from the same source.
As you audit over time, your small incremental efficiency gains add up. Consistent and measured refinement is the key to sustainable growth.
When auditing, it’s all about asking the right questions to uncover both the visible and underlying issues in your processes. To keep your customer success operations running smoothly, in this Process Street article, we’ve detailed a few simple, yet commonly overlooked questions to ask during your next process audit:
For your business to survive it will need to evolve. For it to evolve, you need to make changes. Without a change management model, the success of those changes is up to nothing more than hope and dumb luck.
I’ve already gone over how to form your own change management strategy, so for this post, I’ll outline everything you need to know about 8 proven change management models that will put your organization at the top of the food chain:
When I started this post for Process Street, it suddenly occurred to me exactly how much of my time is spent on the concept of “teams” – writing about them, talking about them, thinking about them, participating in them.
Teams have taken over my life. It was only a matter of time before I ran into “teaming.”
Teaming was coined and developed by Professor Amy Edmondson, who also has the rather distinguished achievement of founding the MIT Leadership Center.
Obviously, she’s a very qualified person who knows what she’s talking about, but when has that ever stopped my skepticism before? 🙃
I’m kidding. Teaming is an idea purpose-built for the contemporary tech-centric, remote office, pivot on a dime work environment. This post will explain what it is, how it’s been used, and how Process Street makes it easy for anyone to adopt.
(For the record, the US and Canada hit their overshoot day on March 14, while the UK managed to last until May 19. Pat yourselves on the back, folks.)
What does this have to do with HR management? Isn’t green branding more of a marketing problem? Or operations? Or any other department but HR?
The fact is: No company can go green without employee buy-in. Don’t get me wrong – leadership has to be all-in, too, but if your people aren’t on board with your green initiatives and policies, they’re going to fail and fail hard.
Which is where HR comes in.
In this Process Street post, I’m going to lay out 9 fairly simple best practices that you and your team should be doing if you want to ensure that your pro-environmental behaviors (PEBs) succeed.
Content marketing is definitely in the top 3 spammiest areas of marketing.
Not a day goes by where someone isn’t trying to get me to link to their dodgy looking website or sending me nonsense.
In some cases you just have to respect the hustle. I know the article I was pitched yesterday wasn’t written by “John Smith” because the use of English in the title didn’t make sense. If you’re a non-native English speaker though, you often need to take those risks. I’d do the same.
But content marketing isn’t all spam and nonsense.
Lots of places do great content that’s high quality and produces loads of value for their audience. Outreach, relationship building, and collaborations aren’t always tacky either – they can be great ways to co-create content; media content being a really useful avenue for this.
We’ve created the best process management content on the web for a good while, and people come to us as a trusted source on other areas like onboarding, HR, operations, ISO, and customer success. That stuff, we’re good at.
The second part, though, is something we’ve been working on doing better.
In this Process Street article, I’ll explain how and why we moved to a co-marketing focus to support our SEO and business goals, including:
Why not just backlink build and guest post?
How is our relationship management system set up?
We’re seeing results and our flow is much smoother
At Process Street, we serve over 450,000 registered users including the likes of Salesforce, Spotify, and Airbnb. We work with our users to help them get the best out of our software. With this goal in mind, we bring you this article detailing the top 5 secret hacks and tricks in Process Street.
We found out how the Process Street team uses our nifty workflow documentation software in their day-to-day activities. We gathered the responses given from every department and narrowed them down to present 5 top hacks and tricks you can incorporate into your Process Street experience today.