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. Donna is also the author of the book “Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions”. Her clients range from startups to well-established enterprise companies. Donna previously built out customer education and customer success organizations from scratch at SugarCRM and Jaspersoft.
Areas of Expertise
Customer EnablementDonna led customer enablement and training at both SugarCRM and Jaspersoft (acquired by TIBCO). She believes that CSMs shouldn’t deliver training, and she advises on how to scale Customer Success with a specialized customer enablement function.
Pivoting to SubscriptionMature companies moving to a subscription model need to think not just about the financial modelling, but also about the customer relationship implications. Donna advises on how onboard, engage, and enable existing customers through a transition to subscription.
Partner EnablementAt Jaspersoft and SugarCRM, Donna was responsible for enabling partners and the open-source community. She advises on how to create processes and policies to ensure that new integration or channel partners can successfully work with your platform. She also builds out learning partner programs to scale customer enablement teams.