Customer Onboarding Expert
Donna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises transform new and existing customers into loyal champions. As a recognized thought leader, influencer, strategist, advisor, author, and speaker, high-growth companies hire Donna to increase retention and lifetime value, decrease time to first value, reduce implementation time & cost, boost product adoption & usage, and scale Customer Success.
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.

Areas of Expertise

Customer Enablement Donna 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 Subscription Mature 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 Enablement At 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.

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