Recap: Ten Eleven Roundtable on Optimizing Customer Onboarding
December 8, 2022
EVENT RECAP
📣 Donna Weber is a recognized Customer Success thought leader and strategist. She’s currently a consultant specializing in customer onboarding, implementation, enablement, and education for high-growth companies. In this roundtable, she’ll dispel the notion that onboarding is just implementation and show how education, enablement, and support should be woven into onboarding to help new customers see value and succeed quickly.
✅ Ideal for Customer Success and Sales leaders
📈 Key Takeaways:
- Why you need to STOP thinking of onboarding as just implementation
- The stages of the onboarding process, from handoff to adoption to expansion
- How to measure and drive time to value as a key onboarding success metric
- What do do when you have a big onboarding backlog
Video
Slides
Additional Resources
PLG vs / along with CLG (“customer led growth”) and how CS insights can help support product roadmaps. Some tools (with integrations to Salesforce and Jira) that came up to facilitate this:
- https://catalyst.io/
- https://www.gainsight.com/ (expensive!)
- https://www.totango.com/ (free to start, possible for small teams)
- https://uservoice.com/
- https://www.aha.io/roadmaps/overview
- https://www.zendesk.com/service/help-center/community-software/
Read the guide:
Developing a Customer Onboarding Process
Donna Weber is a recognized Customer Success thought leader and strategist. She’s currently a consultant specializing in customer onboarding, implementation, enablement, and education for high-growth companies. She previously built out customer success and customer enablement organizations at SugarCRM and Jaspersoft. In this guide, she dispels the notion that onboarding is just implementation and shows how education, enablement, and support should be woven into onboarding to help new customers see value and succeed quickly.
