In this episode of Onboarding Therapy, Kim and Shareil talk with Matthew Ruxton about his journey from implementation specialist to RevOps leader, challenging common misconceptions about customer onboarding along the way.

Highlights from the Episode:

• The Overwhelm Myth: Matthew challenges the common fear of overwhelming customers and explains why under-preparing is the real risk.
• Building Scalable Processes: Learn why having a prescriptive onboarding road is crucial, and how to balance structure with flexibility.
• Starting Onboarding Earlier: Discover why successful onboarding begins during the sales process and how to make that transition smooth.
• CRM as Your Secret Weapon: Matthew shares how bringing implementation into your CRM transforms team adoption and customer handoffs.

Whether you're an implementation manager looking to scale your processes or a RevOps leader trying to improve customer handoffs, this episode offers practical insights on building onboarding that actually works.

Key Resources:

• Follow Matthew Ruxton on LinkedIn
• Learn more about Arrows

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