Customers won’t fully adopt your product until they fire their legacy system. Spreadsheets, outdated tools, even pen and paper—they stick around because they’re familiar. But keeping them creates confusion, double work, and erodes trust in your solution. Retention depends on deliberate offboarding of your customers legacy systems. 💡 Bake this into your customer onboarding program: - Set a clear sunset date for the legacy tool - Communicate the shift before the deal closed - Reinforce the “why” throughout the journey - Don’t leave it to chance. Build the transition into onboarding. Make the switch clear, supported, and inevitable. Dive Deeper: Read my article, Onboarding Starts with Why, and let me know how I can help you fire your customers’ legacy tools 🔥 Why Customers Must Fire Existing Tool to Boost Retention & Adoption #customeronboarding #customersuccess #ProductAdoption

Why do customers resist using your product? It’s not always logic that drives decisions. Two powerful cognitive biases often get in the way: 🔹 Loss aversion: Customers fear losing the comfort and control of their legacy systems. 🔹 Sunk cost fallacy: They've already invested so much time, money, and training on legacy approaches and they can’t walk away now. The result? Teams prop up outdated tools, resist onboarding, and stay locked in the past. You’ve likely seen the signs: Organizations clinging to old systems because they’ve “customized them for years” Users reluctant to switch because they’ve mastered what they know Low engagement, accountability, or urgency during onboarding 🛠️ The fix? Shift the focus to future outcomes: Define success milestones clearly Celebrate early wins Tie product adoption to real business impact Help leaders and users reframe the conversation, from what’s being lost to what’s being gained This mindset shift is essential for driving adoption and long-term success. Dive Deeper: Read my article: Onboarding Doesn’t Matter. And if you’re navigating sunk cost fallacy with your customers, let’s connect. #sunkcostfallacy #customersuccess #customeronboarding

⚠️ Your customers resist change, even when your product is clearly better. It’s not about logic. It’s about loss aversion. Behavioral economics tells us people feel the pain of loss twice as strongly as the joy of an equivalent gain. That’s why customers hesitate to adopt new solutions, even those with obvious upsides. To overcome loss aversion and the hidden resistance behind slow rollouts and stalled adoption.: Highlights the costs of inaction: Missed revenue, wasted time, falling behind Deliver quick wins: Create visible value early to offset perceived losses Anchor value to what matters: Time, results, credibility Loss aversion isn’t a mindset; it’s hardwired in our brains. If you want smoother onboarding and faster adoption, your job is to reframe loss into growth. Dive Deeper: Check out my article on Quick Wins and let me know how I help you deliver value with your customers. ⚖️ Loss Aversion in Customer Onboarding: Why Quick Wins Matter #customersuccess #lossaversion #customeronboarding

Are you migrating customers to a new platform or solution? I’m working with companies moving to AI-enhanced platforms and from on-premise to the cloud. But here’s the challenge: customers resist change. They prefer the familiar, even if it’s outdated, because it feels safe. That’s why a successful migration requires more than just launching new capabilities. You need a deliberate and prescriptive journey that: ✅ Creates urgency (customers won’t just “get around to it”) ✅ Defines clear business value outcomes ✅ Starts with an initial use case that delivers immediate value ✅ Builds ongoing value with the new platform’s capabilities 🎯 Think of migration as onboarding: Your job is to show customers why the move matters and what’s in it for them. Without that, adoption lags and revenue is left behind. How are you approaching customer migrations in your business? Dive Deeper: Read my article on how to increase the lifetime value of your customers #customersuccess #digitaltransformation #aiadoption

Are you creating value: or quietly killing it? Value isn't about features, roadmaps, or pricing. It's the measurable outcomes your customers achieve. If customer aren't seeing results, your product isn’t delivering value, regardless of how powerful it is. Creating value means: Helping customers reach outcomes quickly (first value) Consistently delivering results over time (ongoing value) Differentiating through experience and support (customer experience) Killing value happens when you: Focus on features instead of outcomes Make onboarding complex and confusing Create extra effort for customers Fail to communicate the value being delivered Treat value as a one-time event instead of a repeatable journey The result: Trust erodes; adoption stalls; churn creeps in. But when value is visible and consistent, it drives retention, loyalty, and growth. Ask yourself: Are we creating value, or are we killing it without realizing? 🪴 If you're unsure, I offer a Value Gap Analysis to help you identify where value is being created, where it's being lost, and how to close the gap. Let's talk. 💡 Are You Creating Value or Killing It? (Customer Success Truths) #createvalue #customersuccess #businessgrowth

🐢 What if slowing down your sales process could increase the success of your customers? In interviews with leaders at high-growth companies, a surprising tactic emerged: customer hurdles. These are intentional checkpoints introduced before the deal closes to ensure stronger alignment and long-term value delivery. Examples of customer hurdles: - Charging a setup, onboarding, or implementation fee - Requiring upfront license payment for one or more years Involving Customer Success or Onboarding teams early in the sales process (around the 80% mark) Yes, these hurdles slow things down, but they don’t kill deals. In fact, they: - Attract more committed, serious customers - Shorten time to first value - Improve implementation success - Boost retention by fostering accountability One company even reported winning more deals because of these checkpoints. The logic: when customers invest early, they're more engaged and more likely to succeed. So ask yourself: what are you doing to create committed customers before they sign? What hurdles (if any) do you use to qualify your customers before they sign? To dive deeper, check out my article on creating three sales in one, and reach out if you’re interested in my new Value Gap Analysis. #businessgrowth #customerhurdles #analysis

📈 Five reasons why value matters for your business Value turns a transaction into a relationship, a product into a solution, and a company into a trusted partner. Without value even the best technology is just noise. Five reasons why value is essential: 1- Value drives decisions: Customers start and continue using solutions that deliver outcomes 2- Value builds loyalty: Ongoing value keeps customers renewing, expanding, and referring 3- Value differentiates you: In crowded markets, value is your competitive edge 4- Value boosts efficiency: Value aligns teams around outcomes that matter 5- Value grows revenue: Delighted customers become long-term partners Question: Which of these five is your biggest focus right now? 🚀 Dive Deeper: Read my latest article on outcomes. https://www.donnaweber.com/post/the-secret-to-growth-deliver-outcomes-that-matter 📈 5 Reasons - Why Value is Good for Your Business? #businessgrowth #customersuccess #besttechnology

What is value? Why does value matter? 💡 Value is not what you sell or what you do. It is the measurable benefit or meaningful outcome your customer receives. Value is what makes customers choose you, stay with you, and champion you. Here is the tricky part: • Value is relative • Value is often emotional • Value is about worth, not cost Value drives decisions, loyalty, and advocacy. Deliver it not just to the business you serve but to the end users who make the daily choice to engage. What is one way you have delivered unexpected value to a customer lately? Dive Deeper: Read my article on customer outcomes. https://www.donnaweber.com/post/the-secret-to-growth-deliver-outcomes-that-matter #businessgrowth #customeroutcomes #DeliverValue

If your teams aren't driving real customer outcomes, what's the point? 🎯 Too many companies sell features and hope for the best. But real success comes from aligning every team: marketing, sales, CS; all focused on the outcomes your product delivers. Start with clarity. What value are you actually creating? Define it. Align on it. Then guide your customers toward it. Think beyond onboarding. Stay close to evolving goals and then celebrate wins. Real impact comes from making outcomes part of the process; not just the pitch. How are you keeping customer outcomes at the center of your work? Dive Deeper: Read my article on customer outcomes and let me know how I can help you. #customersuccess #businessvalue #CustomerOutcomes