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Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions
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About Onboarding Matters: How Successful Companies
Product Description If you don’t have a customer onboarding plan set up for your business, you’re losing customers and burning future revenues. It’s as simple as that. Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, Customer Success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. The reactive approach is a problem for your Customer Success teams, your revenues, and your customers. Customer onboarding matters. More than you may think. A successful customer onboarding program results in more satisfied customer and employees, higher solution adoption, and increased customer lifetime value. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage. "Onboarding Matters provides an impactful framework as well as practical tips and valuable resources to perfect the art and science of a superior onboarding process. It's a must read for anyone who cares about Customer Success."~ Ashvin Vaidyanathan, Chief Customer Officer, Gainsight "Onboarding Matters, by Donna Weber, is the leading guide for anyone seeking to create a high-impact onboarding program. The book is a step-by-step blueprint for orchestrating Customer Success from day one. I always say that customer onboarding is the beginning of churn or success, and Donna’s book takes you through the why and the how. A must-read with clear examples and resources to apply to your organization."~ Emilia D’Anzica, Founder, Growth Molecules Buy this book today and use its practical guidance and detailed templates to start building your own customer onboarding practice. Review "One of the biggest challenges and obstacles to growth today is the ability to understand and align with customers on their desired business outcomes. It starts with onboarding. When you deliver a proactive and prescriptive experience, as defined in Onboarding Matters, your customers reach their goals and so do you." -- Matthew E. May, Author of The Elegant Solution and Winning the Brain Game "Do yourself and your customers a favor and read Onboarding Matters! Customer Success leaders will benefit from Donna's conclusions on the importance of onboarding and its impact on the rest of the customer journey. The C-suite will be thrilled about the future earnings an orchestrated approach drives." -- Kristen Hayer, CEO of The Success League and Top 25 Customer Success Influencer "Onboarding Matters shines a bright light on a dark corner of the subscription economy: taking care of new customers. Orchestrated Onboarding helps customers gain faster and bigger value from your product, which is critical for your subscription business." -- Brian Gentile, Board Chairman and CEO Coach "The customer journey doesn't stop with the sale. In fact, bringing customers onboard is the most important part of the customer journey. With insight and practical knowledge, Donna reveals how to truly drive Customer Success. A must read for leadership teams." -- Mike Gospe, Customer Advisory Board Strategist, Co-founder of KickStart Alliance "After working closely with Donna Weber, I experienced first-hand how the Orchestrated Onboarding framework is applied to fast growing companies. Onboarding Matters provides a practical, easy-to- follow roadmap for creating positive first impressions and impactful customer experiences." -- Rod Cherkas, Professional Services Executive at Gainsight and Marketo "When it comes to proving value and earning the customer's trust, what starts right, stays right. So don't leave things to chance! Adopt disciplines like the Orchestrated Onboarding framework to ensure your customers' success -- and your own." -- Ed Powers, Customer Experience and Customer
