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.

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Questions covered in this guide:

What is customer onboarding?

Why does good onboarding matter? 

How does onboarding evolve as the company scales?

What are tactics for scale?

Should you charge for services? 

What does the onboarding group look like?

What are the typical steps or phases in an onboarding process?

What tools or resources make scalable onboarding easier?  How do you create/use them?

How do you measure onboarding success?

How do you balance delivering high value while keeping costs down? 

What are the most important pieces to get right?

What are common pitfalls?

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