Onboarding Operations: Why Onboarding Matters with Donna Weber

In software we love to think in terms of scale and building once and selling forever, but there’s often a gap between what software can do and the outcomes customers actually want to achieve.

Effective customer onboarding can help bridge that gap, ensure customers see value, and are set up for ongoing success.

Today’s guest is Donna Weber, author of the best selling book "Onboarding Matters". In this episode you’ll hear how she:

• Defines customer onboarding
• Uses a success plan as the basis for aligned onboarding
• Addresses onboarding misconceptions and common red flags
• Thinks about overcoming sticking points in the onboarding journey
• Recommends companies go about scaling their onboarding programs

Additional onboarding resources from Donna:

• What is Orchestrated Onboarding and Why You Should Care
• Onboarding ≠ Implementation
• Whoever Understands The Customer Best Wins

Enjoyed this episode? Connect with Donna on LinkedIn and let her know, or subscribe for future episodes of Happy Customers.