➡️ 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

My prediction for 2025 is that customer experiences matter more than ever. Relationships matter. Steve Jobs famously said, “You've got to start with customer experience and work back toward the technology, not the other way around.” As AI, large language models, and automation increase if you don’t have a great customer experience, you're in big trouble. Let me know how I can help you build a great customer experience because relationships matter. To dive deeper, read my article, Whoever Understands The Customer Best Wins. https://www.donnaweber.com/post/whoever-understands-the-customer-best-wins Relationships Matter—Even in an AI-Driven World 🤖🤝 #customerexperience #relationshipsmatter #ai

What do you need to let go of in 2025? At the beginning of each year, we plan for all the new things to do in our lives. More exercise, more learning, more accomplishments at work. But sometimes the best way to move forward is to let go. Saying No to some things, allows you to say yes to others, like self-care, focus time, and new opportunities. Share in the comments what you are saying No to. Dive deeper, you can watch my video, Success Is Not Perfection. And let me know how I can help you. Letting Go: The Key to Focus & Growth in 2025 🧘‍♂️📈 #growth #trending #marketing

When we hear "cost," we often think of the list price. But the true cost goes far beyond that—for both you and your customers. For customers, the costs of buying and using your product include: 👉 Research 👉 Implementation 👉 Adoption 👉 Even Removal These aren’t just monetary—they’re costs of time, resources, and focus. The real waste happens when these investments don’t lead to meaningful change. A product that isn’t fully adopted and integrated into a customer’s workflows is just a sunk cost. True adoption means more than logging in and navigating a solution. It’s about becoming an essential part of your customer’s operations, driving the outcomes they need. 💭 How are you ensuring your product is more than just "used" but truly adopted and integrated? Dive Deeper: Read the book, Time Smart: How to Reclaim Your Time and Live a Happier Life by Ashley Willens, and my article, From Information to Transformation. Let me know how I can help you. #businessgrowth #explorepage #customersuccess

ABC. Always Be Closing. I heard this common sales phrase at the SaaS North conference last month. Here’s my version: Always be Customer (Centric / Focused) Being customer-centric starts with listening. Do you know what your customers want and need? Do you know what customers love and hate about onboarding, learning, adopting, using your product, and working with your company? You need to ask them. To dive deeper, download my, Six Questions to Ask Recently Onboarded Customers. Just go to my website, and fill out the pop-up form. Let me know how I can help you. ABC: Always Be Customer-Centric! 🎯 The Key to Success #customersuccess #customerexperience #businessgrowth #customerengagement #saas

💥 Did you know we’re hit with about 3,000 pings and notifications every day? From texts, WhatsApp, Slack, Teams, LinkedIn messages, and phone calls to juggling 12+ Slack channels and multiple email accounts (personal, business, and client-specific)—it’s nonstop noise. Sound familiar? Feel exhausting? 📢 Here’s the challenge: How do you cut through the noise when you need to get someone’s attention? ✨ The answer: Personal referrals and trusted recommendations. When someone we trust makes a recommendation, we listen. It stands out. It cuts through. That’s why building trust with your customers from day one is essential. 👉 Deliver value fast. 👉 Make their experience exceptional. 👉 Earn their trust and loyalty. When you do, they’ll champion your brand and refer you to others. 🚀 The result? You won’t just rise above the noise—you’ll create momentum that keeps growing. Dive Deeper: Read my article: But Wait ... There's More! How to make three sales in one. Let me know how I can help you. #customerengagement #businessgrowth #clientretention

I get a lot of questions asking what's the difference between quick wins and first value. ➡️ Quicks Wins are morsels of value, delivered ideally in days or a couple weeks, which are meaningful for users. Every time a customer gets a win, a hit of endorphin, the feel good chemical, goes off in their brain. Since quicks wins deliver an emotional impact, they drive customer engagement at the beginning of the customer journey, when it matters the most. Examples include bridging the gap between the legacy system and your product, updating the mindset, providing context and concepts to ensure quick adoption. ➡️ First Value: A measurable milestone related to product deployment and adoption. Examples include deploying one specific use case or dataset, and going live with individual modules from your product. Metrics to demonstrate first value might include product usage, and active users. First value is usually delivered in one to several weeks. Dive Deeper: Read my article about the neuroscience of onboarding, and let me know how I can help you to deliver quick wins for your customers. 🚀 Quick Wins vs. First Value: What’s the Real Difference? | Customer Onboarding Expert #businessgrowth #customersuccess #customerretention