Welcome to another episode of Customer Success Talks: Real Challenges, Experts Advice. I had the pleasure to have an insightful conversation with the great Donna Weber, a world-leading expert in customer onboarding with over two decades of experience. Donna is the author of the must-read book "Onboarding Matters" and offers a master class to help businesses optimize their onboarding processes.

In this episode, we dive into the complexities of onboarding, especially when it comes to senior stakeholders. Donna shares her wealth of knowledge and practical strategies for making onboarding a success.

Key Takeaways:

- Understanding Stakeholder Engagement: Donna highlights the importance of getting senior stakeholders involved early in the onboarding process to ensure everyone is on the same page and committed.

- Maintaining Consistent Communication: She provides tips on keeping the lines of communication open with customers, helping to manage their expectations and keep them engaged throughout their journey.

- Continuous Improvement: Donna emphasizes the need for continuously gathering feedback and iterating on your onboarding process to meet the changing needs of your customers.

- Effective Change Management: She discusses how to manage change effectively, stressing the need for clear communication, proper training, and support to help customers adapt to new processes or products..

Resources:

Download Donna Weber's Success Plan Template: https://www.donnaweber.com/success-plan-template

Learn more about Donna Weber's master class: https://www.donnaweber.com/onboarding-masterclass

Purchase "Onboarding Matters" by Donna Weber: https://www.donnaweber.com/book

Book recommendation; Wired to Resist: The Brain Science of Why Change Fails and A new Model for Driving Success by Britt Andreatta: https://www.amazon.de/-/en/Britt-Andreatta/dp/0997354739

Connect with on LinkedIn:

Bayron Toruno: https://www.linkedin.com/in/bayron-toruño-solano-3a9408113/

Donna Weber:
Watch the episode on Youtube: https://youtu.be/vul6RsDzH78

Special Announcement: https://www.linkedin.com/in/donnaweb/

We're expanding to Latin America! Check out Customer Success Talks Latin America, our Spanish version of the show. Find the links in the description below.

https://open.spotify.com/episode/5R8kF7Yt0VbvNS1Wz06bmEhttps://www.youtube.com/@CSTalksLatinoAmerica-mo5oh

Thank you for tuning in! Remember to keep growing, keep learning, and let's keep improving the world of customer success.