Donna Weber, a leading expert in customer onboarding and success strategies, joins Todd Kirk and Casey Trujillo on SaaS Therapy. They discuss the importance of onboarding and the challenges organizations face in executing a successful onboarding experience.
Donna emphasizes the need for a holistic approach to onboarding that involves cross-functional teams and aligns with the customer's journey. She also highlights the importance of ongoing onboarding and the need to continuously deliver value to customers.
Takeaways

Onboarding is a critical part of the customer journey and should be an ongoing process rather than a one-time event.
Successful onboarding requires a holistic approach that involves cross-functional teams and aligns with the customer's journey.
Change management is an important aspect of onboarding, and organizations should focus on empowering customers to make their own changes.
Customer education plays a crucial role in onboarding and should be aligned with the customer's needs and goals.
Pitfalls in onboarding include lack of alignment between teams, lack of defined metrics for ongoing value, and reliance on legacy tools.
Charging for onboarding services can lead to better customer engagement and value realization.

Contents

00:00 Introduction
05:25 The Importance of Ongoing Onboarding
10:04 The Role of Cross-Functional Teams in Onboarding
21:56 Common Pitfalls in Onboarding
24:48 The Value of Charging for Onboarding Services
26:30 Recurring Revenue: Incentivizing Sales and Ensuring Success
36:11 Digital Customer Success: Personalization and Meaningful Interactions
43:25 Listening to Customers: Key to Delivering a High-Value Experience

Resources
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Credits
Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠
Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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