Does Onboarding Matter? That’s what Donna Weber, veteran Customer Education professional and President of Springboard Solutions firmly asserts in her new book, Onboarding Matters! She says: “Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship.”
In her book, she outlines the reasons why onboarding is a crucial motion for B2B companies, especially those who experience churn or attrition later in their customer lifecycles. Improper onboarding contributes to low adoption, low satisfaction, and ultimately unhealthy business.
(more…)Certifications can become a huge pillar of your Customer Education program, so they can be daunting to think about. How do you think about...
Photo by Gabriel Bassino on Unsplash In 2019 we did our first “pause and reflect” style episode over the holidays, which was one of...
Photo by Gabriel Crismariu on Unsplash In Episode 66 of the CELab Podcast we discussed Best Practices for keeping your Customer Education content up-to-date...