Tesco
Onboarding Matters
Book

Onboarding Matters

How Successful Companies Transform New Customers Into Loyal Champions

Donna Weber
Donna Weber, 2021

Read or listen offline

  • 0.5×
  • 0.75×
  • 1×
  • 1.25×
  • 1.5×
  • 1.75×
1×

Editorial Rating

9

Qualities

  • Applicable
  • Well Structured
  • Insider's Take

Recommendation

Companies that disregard their customers shouldn’t be surprised when they move on to other firms in the constant surge of customer churn. No one likes being ignored, especially buyers of sophisticated services, software or high-tech products with complex installation or use requirements. Frustrated customers will abandon these products, turning your software to shelfware. Although author Donna Weber tends to use jargon, she does a thorough job of explaining her process for training and retaining clients and for developing a supportive onboarding program that answers customers’ questions proactively to eliminate potential dissatisfaction. 

Take-Aways

  • Companies should cater to their customers. 
  • Customers who aren’t tech-savvy often can’t figure out complex products.
  • Buyers who can’t understand complicated products will abandon them and turn to another supplier.

About the Author

Donna Weber, an expert on customer onboarding, is a customer-success strategist, adviser and speaker. She also co-wrote Adviser Buddies: Creating Success and Building Resilience as a Solopreneur.

Comment on this summary or Iniciar a Discussão