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Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024

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Manage episode 381480983 series 3479744
Contenuto fornito da Alex Turkovic. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da Alex Turkovic o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.

In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes.
Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs:

  • How digital motions should assist your high touch CSMs be more efficient and be the specialists
  • Start your digital motions where your repetition exists
  • Deploying technology before you’re ready for it
  • The Orchestrated Onboarding Framework in featured in the book
  • Focus on handoff from sales to onboarding and transferring of information
  • Hybrid CS and some examples for integrating digital motions in your human motions
  • Putting yourself into the shoes of your customer
  • Providing context to your customers at all times so that they know where they are in the journey at all times

Favorite quote from this episode: "Systemize the predictable so that you can humanize the exceptional!"
This conversation was both fun and informative and I hope you enjoy it. I know I sure did...
Donna's LinkedIn: https://www.linkedin.com/in/donnaweb/
Website: https://www.donnaweber.com/
Resources Mentioned in this Episode:
Books:

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

  continue reading

Capitoli

1. Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024 (00:00:00)

2. Digital Customer Success and Onboarding Matters (00:00:03)

3. Customer Onboarding and Handoff Stage Importance (00:13:18)

4. Improving Customer Onboarding and Experience (00:30:01)

5. Asking Questions and Facilitating Group Think (00:43:45)

75 episodi

Artwork
iconCondividi
 
Manage episode 381480983 series 3479744
Contenuto fornito da Alex Turkovic. Tutti i contenuti dei podcast, inclusi episodi, grafica e descrizioni dei podcast, vengono caricati e forniti direttamente da Alex Turkovic o dal partner della piattaforma podcast. Se ritieni che qualcuno stia utilizzando la tua opera protetta da copyright senza la tua autorizzazione, puoi seguire la procedura descritta qui https://it.player.fm/legal.

In this episode, I was privileged to be able to sit down with Donna Weber, who literally wrote the book on Onboarding (called Onboarding Matters). The book itself is a fantastic resource for leaders and ICs alike and is aimed at driving a consistent language within an org to ensure that everyone is working together towards positive onboarding outcomes.
Our conversation doesn't just revolve around onboarding however and delves into all sorts of interesting topics related to digital cs:

  • How digital motions should assist your high touch CSMs be more efficient and be the specialists
  • Start your digital motions where your repetition exists
  • Deploying technology before you’re ready for it
  • The Orchestrated Onboarding Framework in featured in the book
  • Focus on handoff from sales to onboarding and transferring of information
  • Hybrid CS and some examples for integrating digital motions in your human motions
  • Putting yourself into the shoes of your customer
  • Providing context to your customers at all times so that they know where they are in the journey at all times

Favorite quote from this episode: "Systemize the predictable so that you can humanize the exceptional!"
This conversation was both fun and informative and I hope you enjoy it. I know I sure did...
Donna's LinkedIn: https://www.linkedin.com/in/donnaweb/
Website: https://www.donnaweber.com/
Resources Mentioned in this Episode:
Books:

Support the show

+++++++++++++++++
Like/Subscribe/Review:
If you are getting value from the show, please follow/subscribe so that you don't miss an episode and consider leaving us a review.
Website:
For more information about the show or to get in touch, visit DigitalCustomerSuccess.com.
Buy Alex a Cup of Coffee:
This show runs exclusively on caffeine - and lots of it. If you like what we're, consider supporting our habit by buying us a cup of coffee: https://bmc.link/dcsp
Thank you for all of your support!
The Digital Customer Success Podcast is hosted by Alex Turkovic

  continue reading

Capitoli

1. Driving Hybrid Customer Success Through Orchestrated Onboarding with Donna Weber | Episode 024 (00:00:00)

2. Digital Customer Success and Onboarding Matters (00:00:03)

3. Customer Onboarding and Handoff Stage Importance (00:13:18)

4. Improving Customer Onboarding and Experience (00:30:01)

5. Asking Questions and Facilitating Group Think (00:43:45)

75 episodi

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