109: Donna Weber Marketing and Sales is Good at Leading Customers. Why Not Customer Success?

Donna Weber, President of Springboard Solutions, is back on the show to pile on the bone picking with too many software companies that don't listen to their customers. This is especially true during and sooner after the handover from sales to service. Donna argues that marketing and sales organizations are good at leading customers through a buying journey, and that when a deal closes, there is no equivalent or leading going on in services. Well Donna is leading the charge to change that by helping companies create orchestrated onboarding meant to bring internal teams together and lead the customer through the success journey. 

Donna's blog posts we talked about:

Customer engagement is the killer app: http://www.springboardin.com/blog/customer-engagement-is-the-killer-app Customer success starts with empathy: http://www.springboardin.com/blog/customer-success-starts-with-empathy Whoever understands the customer best wins: http://www.springboardin.com/blog/whoever-understands-the-customer-best-wins

Donna's company (Springboard Solutions): https://www.springboardin.com/

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