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Episode 29: Why Onboarding Matters
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Most companies treat onboarding like a finish line, but it’s the starting gate for retention, customer success, and long-term revenue.
Alex Raymond welcomes onboarding expert Donna Weber, the author of “Onboarding Matters,” to challenge the idea that implementation equals success. If a customer isn’t using a product in a meaningful way, does it even matter that they have access to it? Donna explains why the first 90 days determine whether a customer sticks around or drifts away, and how her orchestrated onboarding framework helps companies guide customers to real value, not just a completed setup.
Donna also breaks down a common mistake: declaring victory too soon. Product deployment isn’t the finish line. Without quick wins and clear adoption, customers second-guess their decision, leading to churn. Donna shares ways to shift the focus from closing deals to building long-term success, with insights on user adoption, time to value, and the hidden cost of bad onboarding.
A must-listen for account managers and customer success teams who want to turn onboarding into a growth strategy.
Episode Breakdown:
00:00 Introduction
01:46 The Critical Role of Onboarding
04:36 Onboarding vs. Implementation
06:23 Declaring Victory Too Early
09:42 Defining Onboarding: The Orchestrated Onboarding Framework
11:05 Review and Ongoing Optimization
14:09 Delivering Quick Wins
17:08 The Concept of Buyer's Remorse
19:10 Quick Wins vs. First Value
22:33 Trade-offs in Onboarding Approaches
24:29 Value Journey and Team Structure
26:14 Applying Onboarding Concepts Beyond SaaS
30:46 Incentives and Long-term Profitability
34:31 Team Structure and Responsibilities
37:04 Measuring Success in Onboarding
41:59 Linking Metrics to Business Impact
43:25 Key Takeaways for Successful Onboarding
Links
Connect with Donna Weber:
LinkedIn: https://www.linkedin.com/in/donnaweb/
Website: https://www.donnaweber.com/
https://www.donnaweber.com/post/accelerate-success-the-power-of-quick-wins-in-customer-onboarding
Connect with Alex Raymond:
LinkedIn: https://www.linkedin.com/in/afraymond/
Website: https://amplifyam.com/
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