About
Companies that work with me decrease time to first value, increase customer lifetime…
Articles by Donna
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Do you formally onboard new users in existing accounts?
Do you formally onboard new users in existing accounts?
By Donna Weber
Contributions
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What are effective methods for testing customer retention strategies?
Don’t keep experiments to yourself. I often find initial results lead to more questions that fuel further hypotheses and experiments. Be agile and iterative, like your product team. Experimenting does not have to be time-consuming and expensive. You can define and run experiments every two to six weeks, just like your product team, which releases new features at a swift cadence.
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What are effective methods for testing customer retention strategies?
Keep experiments simple. Large hypotheses stall everyone out and then nothing improves. Focus on a distinct question rather than testing everything for everyone. Start with a specific customer segment or unique process change. Document your findings. Share results.
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What are effective methods for testing customer retention strategies?
Identify your research question. Pick one key question or assumption you need answered and write it down. Define the hypothesis. Hypothesis is a fancy word for assumption or observation. Determine success criteria. Limit success criteria to a maximum of three data points. Establishing baseline metrics is critical for fully understanding the impact of your experiments. Gather a few data points and see what you uncover. Select control and sample groups. Identify who will be in the control and sample groups for your experiment.
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What are effective methods for testing customer retention strategies?
Identify your research question. Pick one key question or assumption you need answered and write it down. Define the hypothesis. Hypothesis is a fancy word for assumption or observation. Determine success criteria. Limit success criteria to a maximum of three data points. Establishing baseline metrics is critical for fully understanding the impact of your experiments. Gather a few data points and see what you uncover. Select control and sample groups. Identify who will be in the control and sample groups for your experiment.
Activity
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Propel ‘24 kickstarted with Srikrishnan Ganesan and Nick Mehta !! Rocketlane , Vishnu Prasad , Arushi Ladha Rao Adavikolanu , Saood Shah , Emilia…
Propel ‘24 kickstarted with Srikrishnan Ganesan and Nick Mehta !! Rocketlane , Vishnu Prasad , Arushi Ladha Rao Adavikolanu , Saood Shah , Emilia…
Liked by Donna Weber
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Eu tenho muita dificuldade em conseguir me engajar com a leitura de livros do mundo corporativo. Tenho hábito de ler e eu gosto realmente de ler, mas…
Eu tenho muita dificuldade em conseguir me engajar com a leitura de livros do mundo corporativo. Tenho hábito de ler e eu gosto realmente de ler, mas…
Liked by Donna Weber
Experience
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Licenses & Certifications
Volunteer Experience
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Volunteer
Save The Bay
- Present 16 years 5 months
Environment
Take families on canoe and kayak trips on the San Francisco Bay and provide restoration work.
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Volunteer Raft Guide
Environmental Traveling Companions
- 9 years 1 month
Environment
Nonprofit organization, providing outdoor adventures for people with disabilities. I volunteered as a raft guide and kayak guide.
Publications
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Onboarding Matters: How Successful Companies Transform New Users into Loyal Champions
Springboard Press
See publicationIf 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. The reactive approach is a problem for…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. The reactive approach is a problem for your Customer Success teams, your revenues, and your customers.
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.
Honors & Awards
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Top 50 Women Leaders in Customer Success 2022
SmartKarrot
While their reputations speak for themselves, the Top 50 Women Leaders of Customer Success list is a modest tribute to remarkable women who stand out as role models breaking new ground, blazing trails, and inspiring others along the way.
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Top 50 Customer Success Influencers 2022
SmartKarrot
The annual list of Top 50 Customer Success Influencer is compiled by the editorial team at SmartKarrot considering overall influence in the form of industry impact, community contributions, thought leadership, followership, and similar guiding criteria.
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Top 100 Customer Success Strategist
Success Coaching
What sets the Top 100 Customer Success Strategist list apart from others is that it is generated by the Customer Success community itself.
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New York City Book Book Awards for Best New Non Fiction and Best Business Book
New York City Big Book Award
The NYC Big Book Award recognized Onboarding Matters, How Successful Companies Transform New Customers into Loyal Champions by Donna Weber in two categories: Winner for Best New Non-Fiction, and Distinguished Favorite in Business Entrepreneurship and Small Business.
The NYC Big Book award is for independently and traditionally published authors, publishers, big and small presses. The competition is judged by experts from different aspects of the book industry, including publishers…The NYC Big Book Award recognized Onboarding Matters, How Successful Companies Transform New Customers into Loyal Champions by Donna Weber in two categories: Winner for Best New Non-Fiction, and Distinguished Favorite in Business Entrepreneurship and Small Business.
The NYC Big Book award is for independently and traditionally published authors, publishers, big and small presses. The competition is judged by experts from different aspects of the book industry, including publishers, writers, editors, book cover designers and professional copywriters. Selected award Winners and Distinguished Favorites are based on overall excellence. -
Top 50 Customer Success Influencer 2021
SmartKarrot
Recognized as a top Customer Success influencer and thought leader helping shape the field and its future evolution.
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2020 Top 100 Customer Success Strategist
SuccessCOACHING
Recognized on the Top 100 Customer Success Strategists list for 2020
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Top Franchise Owner
CEO
Recognized at Jaspersoft Sales Kickoff for being top Franchise owner in the company.
Recommendations received
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