Customer Success Talks CSM Quick Lesson: Boost Customer Onboarding Strategies with Donna Weber
Oct 22, 2025
Donna Weber, a customer onboarding expert and author of "Onboarding Matters," shares her insights on fostering trust and long-term partnerships. She emphasizes the importance of engaging stakeholders early and tailoring communication to executives. Donna discusses managing change resistance and the value of respectful, efficient meetings. She highlights the effectiveness of digital communication in maintaining momentum and suggests visualizing the onboarding journey to set clear expectations. Tune in for actionable strategies that drive customer success!
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Maintain Momentum With Tailored Check-Ins
- Keep customers continuously engaged with regular check-ins tailored to onboarding length and needs.
- Address blockers proactively to maintain momentum from sales through onboarding and beyond.
Users Are On Multiple Change Journeys
- People resist change and juggle multiple change journeys, which causes natural resistance to new tools.
- Customer Success must join their change journey and navigate change fatigue to enable adoption.
Communicate In The Executive's Preferred Format
- Ask executives how they prefer to receive updates and adapt communication formats accordingly.
- Send concise, preferred-format status updates (e.g., bullets, slides, spreadsheets) on a predictable cadence.
