Onboarding Matters

How Successful Companies Transform New Customers into Loyal Champions

By: Donna Weber

Narrated by: Donna Weber

NYC Big Book Award Winner for Best New Non-Fiction

NYC Big Book Award Distinguished Favorite in Business Entrepreneurship and Small Business

If you don’t have a customer onboarding plan set up for your business, you’re losing customers and burning future revenue. 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 customers and employees, more 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.

Buy this book today and use its practical guidance and detailed templates to start building your own customer onboarding practice.

©2021 Donna Weber (P)2021 Donna Weber

Critic reviews

"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 at 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 of Growth Molecules)

Good value, decent writing

definitely some value to be gained, but the writing is very repetitive and monotonous. some more detailed examples would've been appreciated as well.

Nothing new

Slow to get started and then once it did it repeated the same things over and over. I think it referenced looking at her website 6 times in first 2 chapters.

Not great

Jargon packed fluff I didn’t value - very little tactical advice that goes beyond the surface so didn’t have anything actionable to apply