Customer Onboarding Success

Nov 2, 2023

Join customer onboarding expert Donna Weber, author of "Onboarding Matters," as she discusses transforming customer engagement in B2B tech. She introduces her six-stage Orchestrated Onboarding Framework and emphasizes the shift towards a customer-centric approach. Donna highlights the evolving role of sales in ensuring customer success, the importance of building trust, and how effective onboarding can significantly shorten the time to value for customers. This insightful conversation sheds light on the critical strategies for fostering lasting customer relationships.

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INSIGHT

Onboarding's Importance

Customer onboarding has become increasingly important in SaaS.
Companies are realizing it's crucial for long-term growth and customer success.

INSIGHT

Ahead of the Curve

Donna Weber's book, Onboarding Matters, was ahead of its time.
It highlighted common-sense principles companies now recognize as crucial for customer success.

INSIGHT

The Human Factor

B2B tech companies often overlook the human element of sales.
Customers, even in B2B, are people with subconscious needs and reactions.

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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/