Episode description
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
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred