Curiosity, Questions, and Customer Champions: Donna Weber’s Journey from Scotland to SaaS

Most companies treat customer onboarding like an afterthought. Donna Weber sees it as a growth strategy. With her Orchestrated Onboarding® framework and decades of experience in customer success, Donna helps companies deliver value faster, retain more customers, and scale smarter.

We talk about her concept of “time to first value,” the biggest mistakes companies make after the sale, and how her global journey, starting in Scotland, shaped her approach. She also shares why A More Beautiful Question belongs on every leader’s reading list.

If you care about what happens after the deal closes, this is a mini-master class on how to turn a handshake into a long-term customer relationship.

 

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About Donna: ​Donna Weber is a globally recognized customer value expert with a decades-long track record of success as a strategic consultant to high-growth companies. Widely recognized as an early pioneer in customer retention, she was the first to define customer onboarding as a strategic discipline. Her Orchestrated Onboarding® framework is the industry’s go-to model for transforming post-land value delivery into a strategic lever for growth. Her bestselling book, Onboarding Matters, is considered a definitive guide to post-sale customer success.​ Renowned for her approach to turning customers into loyal champions, companies hire Donna when they’re ready to level up by moving fast in the right direction. Her relentless focus on the customer helps them scale smarter by delivering on the lifetime value they promise from day one.