Onboarding Matters – By Donna Weber

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Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

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(TM) 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


Meet the Author

Donna Weber

DONNA WEBER is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life. Donna is a recognized Customer Success thought leader, strategist and influencer. Her expertise helps companies scale Customer Success organizations, decrease time to first customer value, increase customer lifetime value, and accelerate product usage & adoption. Donna is an author, speaker, and consultant who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. It's that simple. Her new book is Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions. Learn more at