Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

A must have for anyone working in SAAS, Customer success, support or engagement teams. Donna has truly shared some of the blueprints to ensuring customers reach value faster and are achieve success with your product post onboarding.- Danny S (Enable)

This is such a great book, a really easy read with so many 'Aha' moments on every page. Understanding how you customers think about the buying process, really makes sense, as to why customer onboarding should not be kept a secret. Would 100% recommend.

Focus on Onboarding and the rest will follow (Retention & Growth)The book is easy to read. Appreciate the points at the end of each chapter that sums up what matters and what to do practically. Onboarding is where everything starts and will set up the rest of the journey for success or not.I like how the author emphasizes the importance of understanding/taking into consideration human behavior in BtoB which is something relegated at the second level; at the contrary of the BtoC industry who gets it.

If you are a CS professional, your customer onboarding will always be in need of improvement. Knowing how to onboard quickly, in a way that delivers great experience and value for customers is an on-going challenge.Donna's book equips you with 3 key elements you need to make onboarding a priority:1. How to align the rest of the business on the impact onboarding has on retention2. How to transform onboarding by "hook or by crook" to an orchestrated, scalable process3. How to avoid change management pitfalls along the wayUnlike other CS books, Donna shares tried and tested templates and playbooks that are ready to implement without the need for new tools or team specializations. In particular, her chapters on "Design Thinking Principles" and "How to Scale Customer Onboarding and Enablement" will inspire those who already have a good handle of onboarding and want to separate themselves from the pack.I would recommend this book to anyone in Customer Success, it has something for all levels and roles.

I love this book so much, it's as applicable for a service based business as it is to a SAAS company. Donna explains why onboarding matters and how to incorporate it into everything you do, even when you are selling to ensure that your customers have a great experience. If your team struggles with onboarding, or if you're in growth mode and need a better process, this book is the how to guide you need. I should also add that I did an Author Q&A with Donna after reading this book in a business book club and the value she provided and specific examples and visuals she shared were outstanding.