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Turn customer value from a missed opportunity into a competitive advantage with these resources to deepen your learning.
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Featured Blog Posts

Blockers
The Five Blockers Killing Your AI Scale Strategy (Including the One Nobody Talks About)
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So What
The QBR is Dead. Long Live the Value Review.
  • 124 views
Prevent
Prevent Value Cliffs with Quick and Meaningful Momentum
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Featured Videos

46% of onboarding teams say AI is their top priority this year. ⚠️ But . . . Only 15% are standardizing their process first. That's backwards. GUIDEcx's new State of Customer Onboarding 2026 report surveyed 200 onboarding professionals, and the data confirms what I regularly see: teams want to automate before they've defined the workflow they're automating. ⚠️ But . . . AI does not fix a messy process; it just makes the mess move faster. Right now, most AI use in onboarding is internal: summaries, task creation, workflow support. It hasn't touched the customer experience yet. Used well, AI does not replace your team. It frees them up for the judgment calls and the moments that matter. Standardize first. Automate second. Stay human where it counts. #aiinbusiness #customeronboarding #customersuccess #b2bsaas
AI & Customer Onboarding: The 2026 GUIDEcx Report Breakdown
Expansion isn't the final stage of onboarding. It's the stage that is ongoing. 🔄 The Expand stage of Orchestrated Onboarding® is where you grow customer value over time with value delivery, strategic planning, roadmap discussions, and expansion conversations that continue for the life of the account. You're likely already scaling this with newsletters, webinars, and user communities. 🤖 AI adds a sharper layer: usage analysis, ROI reports, renewal risk prediction, and expansion opportunities surfaced before you'd ever spot them manually. 🤖 An agent can score accounts by expansion readiness and draft the outreach angle. Your CSM still makes the call and has the conversation. AI doesn't replace the orchestration; it removes the manual grind of data gathering and pattern spotting so your team can focus on relationship and judgment. That's how expansion stops being "I have to go sell something" and becomes a data-backed motion. Dive Deeper: Read my articles: How to increase the lifetime value of your customers. And Now is a great time to re-onboard your existing customers. Question: Where is expansion still a manual push for your team? #customersuccess #b2bsaas #AIAndCustomerExpansion
AI & Customer Expansion: Stage 6 Orchestrated Onboarding
The Review stage of Orchestrated Onboarding® is where you step back from the tactical work of onboarding and prove the value you promised. Measure what you delivered, celebrate real wins, clear blockers, and point to the next milestone before customers fall off the value cliff. Here's where AI earns its keep: 🤖 Let AI build the business review deck internally: usage data, outcomes, business impact, compiled into one or two tight slides 🤖 Let AI draft the customer-facing value summary too, and send it before the meeting. When the data's already been shared, the meeting stops being a presentation and becomes a conversation. You talk less, listen more. That's when renewal and expansion risk actually gets managed. Dive Deeper: Read my articles on review meetings The QBR is Dead. Long Live the Value Review The Right Way to Conduct Review Meetings Question: How much of your review time is spent presenting versus listening? #businessreviews #ai #customersuccess
AI & Reviews: Stage 5 Orchestrated Onboarding Framework
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Featured Podcasts

Saas therapy
Onboarding Doesn’t Matter
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The Corporate Couch: Curiosity, Questions, and Customer Champions: Donna Weber’s Journey from Scotland to SaaS
Curiosity, Questions, and Customer Champions, The Corporate Couch
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Fuel Your Marketing Podcast
The Hidden Costs of Bad Onboarding & How to Fix It, Fuel Your Marketing Podcast
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Just One CS Thing: User Onboarding with Donna Weber
User Onboarding, Just One Customer Success Thing Podcast
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Featured Webinars

No First Value, No Future, with Client Success
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From Onboarding to Ongoing Engagement: Turning New Customers into Lifelong Champions, with Teamsupport
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Stop Volunteering Your Team Away, with ChurnZero
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Customer Value Index

Measure how effectively your company delivers customer value.

Find your revenue leak in just 5 minutes.

The Customer Value Index helps you quickly identify how wide a gap exists between the value you promise prospects during the buyer journey and the value customers actually receive.

Use your findings to work smarter by focusing your efforts on customer retention (keeping customers), expansion (growing value), and revenue efficiency (profitable growth).

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Schedule a confidential call with Donna today to determine your next best strategy to:

  • Accelerate time-to-value
  • Improve retention
  • Increase revenue.
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