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

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 specialistsStart your digital motions where your repetition existsDeploying technology before you’re ready for itThe Orchestrated Onboarding Framework in featured in the bookFocus on handoff from sales to onboarding and transferring of informationHybrid CS and some examples for integrating digital motions in your human motionsPutting yourself into the shoes of your customerProviding context to your customers at all times so that they know where they are in the journey at all timesFavorite 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: Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions by Donna Weber - https://amzn.to/3QEVbNmThe Paradox of Choice: Why More is Less by Barry Schwartz - https://amzn.to/46NZUBXA More Beautiful Question: The Power of Inquiry to Spark Breakthrough Ideas by Warren Berger - https://amzn.to/49gZ9CPThe ONE Thing: The Surprisingly Simple Truth Behind Extraordinary Results by Gary Keller & Jay Papasan - https://amzn.to/46PxNCmSupport 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/dcspThank you for all of your support!The Digital Customer Success Podcast is hosted by Alex Turkovic🎬 This content was edited by Lifetime Value Media.Learn more at: https://www.lifetimevaluemedia.com