Book Of The Month

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™ 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.

“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

Donna is providing 0.99$ discount on the eBook/Kindle version of her book for the first week of November (updated price is applied directly by the publisher).

Interview with the Author

How to Get Involved!

Each month we feature a different book about or relating in some way to the Customer Success profession, and you can get involved in a number of ways…

1. Buy and Read the Book

The most obvious way in which you can get involved is by getting your own copy and reading it. We hope that the information we will be publishing over the month in which the book is featured will give you plenty of information to help you decide whether this is the right book for your personal library!

2. Publish a Book Review

If you read our book of the month then why not share your thoughts and experiences of it with the rest of the Customer Success community? CS professionals love to know what their fellow colleagues and friends think of any books that relate either directly or indirectly to the improvement of our personal CS practice. Just go the Book Reviews page and complete the form to review this book or indeed any other books you want to recommend to your fellow members – the more book reviews you submit the better!

3. Ask the Author a Question

Each time we feature a “Book of the Month” our intention is to interview the author to find out what inspired them to write their book, where their ideas came from, and what they hope their readers will get out of reading it. This interview will be published in full and we want you to help us decide what questions to ask each month. If you have a particular questions for the author of our Book of the Month, simply complete the form below and submit your questions to us before the date shown and we will do our best to ask all or at least as many questions as possible.

Join In The Conversation

Now it’s time to have your say! Join in the conversation below using the box on the right, and remember to check back regularly to read our own and other Success Hub Members’ responses!

We look forwards to hearing from you!

All the very best to you from…

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Nominate a Book

What book would you like to us to review in the future? 

You can nominate any book at all, not necessarily specifically on Customer Success Management itself, but it must have relevance to the CS profession so that it is of potential interest to the members of this community.

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