Time Kills All Value, OR Momentum Equals Retention In sales, we say, "Time kills all deals." But after the deal closes, time kills all value. A slow onboarding experience leads to churn, lost renewals, and disengaged customers. One company I spoke with has 445 customers stuck in onboarding—a 35% fail rate. By the time they're onboarded, many never fully adopt the product. That’s a massive revenue loss. The fix? Drive urgency. Use automation, structured onboarding, clear milestones, and deliver quick wins early to keep customers engaged. Momentum matters. Read my article on quick wins to learn more—and let’s talk about accelerating your onboarding. https://www.donnaweber.com/post/accelerate-success-the-power-of-quick-wins-in-customer-onboarding Time Kills All Deals—and Value! Speed Up Customer Onboarding to Boost Retention ⏳🚀 #customersuccess #onboarding #b2b #adoption #Retention

"We can’t solve our problems with the same thinking that created them.” ~ Albert Einstein That’s why I work with business coaches and experts — because when you’re in your own head all day, it’s hard to see the full picture. The same applies to your business. An outside expert brings fresh perspectives, highlights blind spots, and helps you level up. I assess your customer experience, people, processes, technology, and scalability to find what’s working, what’s not, and where you can drive the most value—fast. Need a fresh perspective? Let’s talk. Dive Deeper: Watch @Mark Levy’s TEDx Talk: Using the Obvious to Stand Out in Life and Business Why External Expertise Beats Internal Guesswork 🧠🔍 #customersuccess #customerexperience #customeronboarding #customereducation #valuerealization #orchestratedonboarding

The 90/10 Rule of Customer Success & Onboarding In B2B tech, only 10% of Customer Success and Onboarding is about the product—the rest is mental. Change management, behavior shifts, and user adoption make or break success. These are critical because most digital transformations fail because they ignore the 90%. 🛠️ A simple fix? Use the ADKAR change management model: Awareness, Desire, Knowledge, Ability, Reinforcement. I break it down in my latest Value Driver Video. Dive Deeper: Listen to the Just One Customer Success Thing podcast with Dean Colegate and Susan Nabeth Moore, and let me know how I can help you address the 90% with your customers. 90/10 Rule of Customer Onboarding 9090 | Customer Success #customersuccess #changemanagement #adoption #b2b

🚦 Imagine this: You pull up to a red light, glance at your GPS, and instead of directions, you’re hit with a full-screen ad. That’s the reality for many Jeep owners today. Instead of a seamless driving experience, they must manually close pop-ups just to access their car’s basic functions. 🔴 Why? Stellantis, Jeep’s parent company, decided to prioritize ad revenue over user experience—forcing drivers to clear multiple extended warranty ads every time they stop. The customer experience failed because: ✅ Customers don’t want to be nickeled and dimed. ✅ They don’t want unnecessary friction. ✅ They already chose your product—they just want it to work for them. This applies far beyond the automotive industry. Whether it’s customer onboarding, product adoption, retention, or expansion, the best experiences aren’t about the company. They’re about making the customer’s life easier. ❓ Are you creating a frictionless, valuable experience for your users? Or are you putting popups between them and their success? Dive Deeper: Check out my article: Whoever Understands the Customer Best Wins. And let’s talk about how you can prioritize great customer experiences. #CustomerExperience #CustomerSuccess #UserExperience #CX #ProductAdoption

🚀 Onboarding Doesn’t Matter I literally wrote the book on customer onboarding. I know it’s the most important part of the customer journey. But here’s the hard truth: ❌ Onboarding doesn’t matter when all you do is focus on your product. ❌ It doesn’t matter when onboarding is just about implementation and go-live. ❌ It doesn’t matter if you abandon customers right after they hit their first value metric. ❌ It doesn’t matter if onboarding costs you more than the value it creates. So how do you make onboarding actually matter? ✅ Focus on the users—not just the customer, but every persona who touches your product. ✅ Understand customers' "why"—what jobs they need to get done and what success looks like for them. ✅ Deliver ongoing value—beyond first value, driving deeper adoption and retention. ✅ Measure the impact—so onboarding isn’t just a cost, but a driver of growth. 💡 First impressions matter. That’s why onboarding matters. Dive Deeper: Read my article Customer Onboarding Is Eating Into Your Profits. #customersuccess #customerexperience #customerjourney

🚀 To Use or Not to Use Your Product Every time you sell your product, your customers’ employees face a choice: Use it or not? We like to think decisions are logical, but 90% of decisions are driven by emotion, according to Nobel Prize-winning psychologist, Daniel Kahneman. Users may resist even the best products if they feel overwhelmed, threatened, or unclear on the value. That’s why customer onboarding, enablement, and engagement must appeal to emotion—not just logic: ✅ Show the big picture ✅ Answer “So what?” for users ✅ Reduce friction and uncertainty Remember, you don’t have a license to renew without user adoption. And the hidden factor in user adoption is appealing to the end users’ emotions to drive behavioral change. Dive Deeper: Ready my article The Neuroscience of Customer Onboarding, check out the book, Thinking, Fast and Slow by Daniel Kahneman—and let me know how I can help! #CustomerSuccess #Onboarding #customerexperience #ThinkingFastAndSlow #valuerealization #UserAdoption

➡️ 5 Mistakes to Stop Doing in 2025 Too many companies are unknowingly sabotaging their margins and customer relationships. Are you making these mistakes? 💣Stop these 5 costly mistakes draining your business: 1️⃣ Spending more to onboard & engage customers than they spend with you 2️⃣ Treating all customers the same instead of segmenting effectively 3️⃣ Wasting your customers' time with low-value interactions 4️⃣ Giving away your team’s expertise for free instead of charging for services 5️⃣ Focusing on your product instead of driving true user adoption These issues delay profits, frustrate customers, and lead to churn. Dive Deeper: Watch the video to learn how to lead ahead in 2025 and read the articles linked in the comments. 💡 Want a fresh perspective on your customer journey? Let’s talk. #customersuccess #b2b #growth

🔄 Mastering the Handoff: Customer Success to Sales Struggling with handoffs between Customer Success (CS) and Sales? You’re not alone. Many teams feel unprepared for this critical transition—and with CS increasingly owning more revenue (think upsells, cross-sells, and CSQLs), getting it right is essential. 🚨 But here’s the thing: just like sales-to-CS handoffs need to be thorough, CS-to-sales handoffs for expansion opportunities require the same level of precision and care. ✅ Are you tracking key details in your systems (CS platform, CRM, etc.)? ✅ Are you hosting internal handoff calls? ✅ Are you providing detailed documentation and making warm introductions to key stakeholders? These steps are game-changers for driving growth and strengthening collaboration between CS and Sales. 💡 Rod Cherkas' book REACH (check out page 152!) offers a great framework for revenue growth through existing customers. If you want more ideas, read my article on handoffs—it’s focused on sales-to-post-sales, but you’ll find insights to apply here too. https://www.donnaweber.com/post/why-you-should-care-about-handoffs Let me know how I can help your team streamline this process! #customersuccess #revenuegrowth #salesenablement

✨ Help Your Customers Overcome Anxiety ✨ Change is hard. Change triggers stress, which puts our brains into fight, flight, or freeze mode. Even your smartest, most technical customers may not think clearly during onboarding or implementation. So how do you help them succeed faster? ✅ Be clear. Provide context. Repeat often. Help customers understand why something is happening and what’s in it for them. ✅ Simplify your communication. Imagine you're explaining your product to a 12-year-old. Break it down. Focus on what they need to know, what to do, and how it will make their lives easier. ✅ Put customers first. It’s not about your product—it’s about helping your customers get to value quickly and easily. 💡 Dive Deeper Check out my article Stop the Overwhelm for actionable strategies and let me know how I can help you help your customers! 🌎 https://www.donnaweber.com/post/stop-the-overwhelm-use-neuroscience-to-communicate-clearly-with-customers 🧠 Be Clear! Why Confused Customers Freeze During Onboarding #customersuccess #onboarding #customerexperience