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Mastering Customer Success Metrics for Early Stage Startups w/ Donna Weber
Manage episode 372764740 series 3484312
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Donna Weber, the world renowned Customer Onboarding Expert and author of the book "Onboarding Matters" joins Mausmi Ambastha, co-founder of ZapScale and the host of the Scale Tale Podcast to share her wealth of expertise and provide valuable insights into measuring and addressing the cost of customer onboarding.
Together, they discuss the importance of
04:15 - Key CS metrics for early-stage companies
10:00 - How to align CS metrics with business goals
15:47 - Measuring the cost of customer onboarding
22:28 - How to justify the cost of CS to the management in the early days of start-up
24:20 - How to calculate the cost of customer onboarding (COCO)
27:35 - Setting realistic onboarding timeframe and cost awareness
36:33 - What you should NOT do while calculating CS metrics
About Donna Weber:
Donna is the world's leading expert in customer onboarding and customer success. For more than two decades, she has helped high growth startups and established enterprises transform new and existing customers into loyal champions. As a recognized thought leader, influencer, strategist, advisor, author, and speaker, Donna gets to the heart of customer success. Prior to founding her boutique consulting firm in 2016, Donna worked at several startups where she built customer success and customer education programs and organisations from scratch. Donna's award winning book, Onboarding Matters, is an amazing, powerful resource that encapsulates how successful companies transform new customers into loyal champions.
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Check out Donna's Website 👉 https://www.donnaweber.com/
Connect with her on LinkedIn 👉 https://www.linkedin.com/in/donnaweb
Check out Donna's book 'Onboarding Matters' 👉 https://www.donnaweber.com/book
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Connect with the podcast host Mausmi Ambastha on LinkedIn 👉https://www.linkedin.com/in/mausmiambastha/
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