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Onboarding Matters

How Successful CompaniesTransform 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.
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Donna Weber literally wrote the book
on customer onboarding


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

Access the
free resources for
Onboarding Matters

free resources

Engage Author Donna Weber
to Transform New Customers into Loyal Champions

Bring your most challenging onboarding questions for customer onboarding expert Donna to solve in this Ask the Author Anything session.

Master how to attract and retain customers for life in Donna's popular Masterclass.
You’ll move from ad hoc to prescriptive customer engagement at the very beginning when it most matters. 

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