Onboarding Matters

How Successful Companies
Transform New Customers
Into Loyal Champions
Onboarding Matters shows you it’s not just about getting new customers. It’s about keeping the ones you already have.

If you don’t have a customer onboarding plan set up for your business, you’re losing customers and burning future revenues. It’s as simple as that.


Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, Customer Success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck.

Orchestrated Onboarding Framework™

Customer onboarding matters. More than you may think. A successful customer onboarding program results in more satisfied customer and employees, higher solution adoption, and increased customer lifetime value.


In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding™ framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage.

Anne Janzer
author of Subscription Marketing

Do you launch your customers with the same care that you launch your products? If not, you need this book. Read it and transform Customer Success from a job title to a reality.

Ed Powers
CX and Customer Success Consultant

When it comes to proving value and earning the customer’s trust, what starts right, stays right. So don’t leave things to chance! Adopt disciplines like the Orchestrated Onboarding framework to ensure your customers’ success — and your own.

Lauren Thibodeau
Customer Experience Advisor
Founder of SaaSCan™

Having worked with Donna over the years, I continue to admire her deep Customer Success and Onboarding expertise and her ability to explain concepts so impactfully. There are multiple careers worth of wisdom in this book!

Praise for Onboarding Matters

Customer onboarding expert, Donna Weber, specializes in helping high growth companies create customers for life. Prior to founding boutique consulting firm, Springboard Solutions in 2016, Donna worked at several startups, where she built Customer Success and Customer Education programs and organizations from scratch.


Donna is a recognized Customer Success thought leader, influencer, and strategist. When she’s not orchestrated onboarding with companies, you might find her cycling the hills of the San Francisco Bay Area or white water kayaking the rivers of California and beyond. 

Meet the Author

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Onboarding Matters


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