Onboarding Matters Quotes

“The sales team should review what is captured in the success plan with the CSM during the internal handoff meeting, which is covered in the next chapter. The success plan then should live in a place where it can be easily accessed by all the customer-facing teams and updated regularly.”
― Donna Weber, Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

“everyone wants to see the path to success. When you produce an impressive solution, you want people to know how you make their lives better.”
― Donna Weber, Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

“Front loading the relationship is the recipe to higher renewals and expansions. When customers fail to launch, you never win back their business. It’s onboarding that drives renewals.”
― Donna Weber, Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

“Since the cost to renew and expand existing customers is a fraction of the cost for acquiring new business, this is a lucrative approach. McKinsey finds existing customers account for between a third to half of total revenue growth, even at start-ups.”
― Donna Weber, Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions

“It’s a foolhardy thing and it’s unsustainable as a business model to spend so much money generating new, disengaged customers. Until your company masters keeping customers engaged, it’s like pouring champagne down the bathtub without a stopper.”
― Donna Weber, Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions