In a recent conversation, GTM Disrupted host Mike Smart sits with Donna Weber customer onboarding expert and author of “Onboarding Matters” to discuss the evolution of customer engagement and the challenges many B2B tech companies must overcome to deliver greater value to their customers.
Donna shares the six-stage approach detailed in the book for more effective onboarding.
Key Takeaways from this episode include:
1. Shift towards a customer-centric engagement
2. Adopting the Orchestrated Onboarding Framework
3. Sales' new role in customer success
4. Shorten the Time to Value
Donna declares B2B tech must prioritize the importance of customer onboarding and customer success by taking a page from the consumer space. Onboarding begins during the selling process, by the time the opportunity has closed customers must have clarity about how the engagement will proceed and most importantly at what stage they will see value from the solution.
The conversation between Mike and Donna underscores the significance of building enduring customer relationships and providing transparency and accountability throughout the customer journey.
Donna’s Bio
Donna Weber is a leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises transform new and existing customers into loyal champions. As a recognized thought leader, influencer, strategist, advisor, author, and speaker, Donna gets to the heart of Customer Success. She is passionate about helping customers reach their goals because when your customers win, you win. It’s that simple. High growth companies hire Donna to increase customer retention and lifetime value, decrease time to customer first value, reduce implementation time and costs, boost product adoption and usage, and scale Customer Success organizations. Prior to finding her boutique consulting firm in 2016, Donna worked at several startups, where she built Customer Success and Customer Education programs and organizations from scratch.
For more about Donna to go https://www.linkedin.com/in/donnaweb/ or www.donnaweber.com/
