People Matter: The ROI of a human-first approach to customer onboarding

2 min read

Most companies have 90 days to turn a new customer into a loyal customer, but what often gets forgotten is that behind the “customer” is a human being. A human with emotions, with a career, and possibly even with compensation tied to the success of your technology at their company! We will dig into the human component of customer onboarding and how to create raving fans with simple human-centric strategies.

We are pleased to present our webinar on “People Matter: The ROI of a human-first approach to customer onboarding” with Donna Weber, Customer Onboarding Expert and author of Onboarding Matters, and Jennifer Cramer, VP of Customer Success at Planhat.

Watch the session as we dive into the following topics::

  1. How to optimize the emotional journey a customer goes through from buying to adopting your solution

  2. The right balance of human vs technology

  3. The importance of connecting with “humans” not “customers”

  4. How to partner for long-term, mutual success

  5. And much more!


Donna Weber is the world’s leading expert in customer onboarding. For more than two decades, she’s helped high-growth startups and established enterprises create customers for life. Donna is a recognized Customer Success thought leader, influencer, strategist, advisor, author, and speaker who gets to the heart of the matter. She is passionate about helping customers reach their goals, because when customers win, you win. It’s that simple. High growth companies hire Donna to increase customer retention, decrease time to customer first value, increase customer lifetime value, reduce implementation time and costs, increase product usage and adoption, and scale Customer Success organizations.

Jennifer Cramer is the VP of Customer Success at Planhat. Jennifer has over 15 years of experience in CS at some of the largest tech companies. Jennifer spent 13 years in the Salesforce ecosystem both as an employee and as a customer. She has held roles in implementation, partner enablement, CS management and pre-sales. She spent the last 2 years at SAP as a CS leader helping to create a new customer engagement model for cloud solutions,and leading a global team focusing on transformation and change management, communications, and CS enablement.

Download to watch the full video now.

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