Suggestions
Donna Weber
I help high growth companies increase customer retention and grow profits | Top 25 Customer Success Influencer | Tea Snob
Professional Background
Donna Weber is a prominent figure in the field of Customer Success, renowned for her expertise in transforming customer relationships for high-growth companies. She has committed her career to helping organizations accelerate time to value, enhance customer lifetime value, reduce implementation times and costs, and notably scale their Customer Success organizations. With her extensive background, Donna guides companies through the intricacies of customer onboarding, ensuring that they not only meet but exceed their clients' expectations.
In 2016, Donna founded her boutique consulting firm, where she offers a suite of services centered around Customer Success. Her approach is centered on the philosophy that every moment spent not delivering value to customers equates to lost revenue and diminished reputation. As a thought leader, Donna is dedicated to ensuring that organizations never lose sight of their customers' needs, thus empowering them to achieve sustainable growth.
Highly regarded for her ability to connect and engage with audiences, Donna is known for her captivating keynote presentations and interactive sessions that focus on customer centricity, customer engagement strategies, and the critical importance of driving customers to value. Whether delivering her talk on 'Driving Customers to Value. At Scale' or 'Who Thinks You’re Customer Centric? You? Or Your Customers?' Donna’s presentations are both dynamic and informative, making her a sought-after speaker at industry events.
Education and Achievements
Donna holds a B.A. in History from the University of California, San Diego, which has equipped her with a unique lens to understand customer narratives and the impact of history on current business practices. She has also enhanced her skills through various training programs, including the Playing Big Facilitator Training with Tara Mohr, and studies at the Karuna Institute.
Beyond her standard educational background, Donna is the celebrated author of the award-winning book, 'Onboarding Matters,' which is highly regarded in the Customer Success community. Her book outlines essential strategies for effective customer onboarding that have helped numerous organizations improve their onboarding processes and enhance customer satisfaction.
Throughout her career, Donna has received recognition for her contributions to the field of Customer Success. She was named one of the Top 25 Customer Success Influencers in 2022 and one of the Top 50 Customer Success Influencers the same year. Additionally, she was celebrated as one of the Top 100 Customer Success Strategists in 2021 and received accolades from the Big Book Awards for Best New Non-Fiction and Best Business Book in 2021, further solidifying her position as an authority in the field.
Notable Career Positions
Donna's professional journey includes numerous key positions where she honed her expertise in Customer Success and customer education. She held roles at renowned organizations where she made significant contributions, including:
- Senior Director of Education and Enablement for TIBCO Analytics/Jaspersoft: At TIBCO, Donna was pivotal in developing and executing training and enabling programs that empowered customers and employees alike.
- Principal at KickStart Alliance: Here, she provided strategic advisory services to clients seeking to enhance customer success initiatives.
- Director of Training Services at SugarCRM: In this role, she implemented programs that ensured customers gained maximum value from their investments.
- Manager of Instructional Design at Siebel Systems: Donna oversaw the creation of robust learning materials to equip teams with the knowledge they needed to succeed.
Throughout her career, Donna has leveraged her passion for education and customer success to create positive change and drive growth at every organization she's been a part of.
Community Engagement and Thought Leadership
Donna's influence extends beyond her direct consulting work; she is actively involved in community engagement and advocacy for Customer Success practices. She has served as a coach at the Sales Impact Academy, where she shares her insights and strategies with burgeoning organizations eager to scale their customer success efforts. Moreover, she has contributed her expertise to the Customer Education Management Association, working alongside other leaders in the field to set standards and practices that help elevate customer education and engagement.
Additionally, Donna offers a variety of services tailored to meet the diverse needs of organizations looking to streamline their onboarding processes. Some of her key offerings include:
- Customer Onboarding Review: Providing personalized assessments and actionable recommendations to elevate organizations facing challenges with churn or rapid growth.
- Customer Onboarding Fast Track: Implementing her proven methods to enhance the onboarding experience, reduce backlogs, and ultimately drive customer satisfaction and retention.
- Orchestrated Onboarding™ Masterclass: A comprehensive training program that arms organizations with the knowledge and tools necessary to onboard, retain, and grow customers effectively.
- Trusted Advisor Services: Ongoing support to navigate challenges and seize opportunities in the customer success landscape.
Personal Interests
Beyond her consulting work, Donna is an avid kayaker, translating her love of adventure and exploration into the professional realm, where she navigates the waters of Customer Success with the same passion and determination. Her dynamic background, encompassing various roles from instructional design to executive leadership, underscores her capabilities and the breadth of knowledge she brings to her clients.
In summary, Donna Weber stands out as a leader and innovator in the Customer Success domain, equipped with a rich educational background, extensive industry experience, and a passion for delivering value to her clients. As companies continuously strive for excellence in customer engagement, her expertise and insights provide a roadmap to creating lasting relationships that not only drive success for the customer but for the organization as well. When customers win, organizations win, and Donna is dedicated to crafting the strategies that make this win-win scenario a reality for all.
Achievements
award-winning author
top customer success influencer
keynote speaker
consulting firm founder
customer onboarding expert
customer success strategist
dynamic presenter
Location
People also viewed
Related People
Clay is a relationship management platform that serves as a personal CRM, helping you organize and deepen both personal and professional relationships. It functions as a beautiful rolodex and CRM available on iPhone, Mac, Windows, and web, built automatically to help manage your network efficiently. Unlike traditional address books, Clay centralizes all your contacts in one place while enriching them with additional context and features to help you stay thoughtful and connected.
Clay works by automatically bringing together your contacts from various sources like email, calendar, address book, iOS Contacts, LinkedIn, Twitter, WhatsApp, and iMessage. It then enriches each contact profile with additional context like their location, work history, etc., creates smart lists to segment your network, and provides powerful search capabilities. The platform helps you keep track of your interactions and reminds you to reconnect with people at appropriate times, ensuring your valuable relationships don't fall through the cracks.
Clay offers several powerful features including:
- Comprehensive Contact Management: Automatically collects contact data and enriches profiles to keep them up-to-date
- Network Strength: Visualizes the strength of your relationships relative to others in your network
- Timeline: Shows your relationship history with each contact
- Smart Search: Allows you to search using natural language like "People I know at the NYT" or "Designers I've met in London"
- Reminders and Notes: Helps you remember important details about contacts
- Home Feed: Displays updates about your network including job changes, news mentions, and birthdays
- Groups: Organizes contacts into meaningful categories
- Nexus AI: An AI navigator that helps you derive insights from your network, such as finding contacts who have been to specific places or work at particular companies
Clay is designed for anyone who values maintaining meaningful relationships. The app is popular among a wide range of industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. It’s even used by half the Fortune 500! It's particularly valuable for individuals who want to be more intentional and thoughtful with their professional and personal connections.
Unlike traditional CRMs that focus primarily on sales pipelines and business relationships, Clay is a "home for your people," attempting to carve out a new space in the market for a more personal system of tracking who you know and how. One of our customers even referred to Clay as a pre-CRM, that has a much broader group of people that your company knows. Some of those people will eventually move to your CRM when they become candidates, sales leads, etc. Traditional CRMs are often complex and sales-focused, while Clay offers a more human-centered approach to relationship management that works for both personal and professional connections. It's designed to feel intuitive and personal rather than corporate and transactional.
Clay takes privacy seriously. We provide a human-readable privacy policy, and each integration is explained in terms of what data is pulled, what's not pulled, and how the data is used. Clay encrypts data on its servers and in transit, and the company's goal is to make Clay work fully locally on users' devices for enhanced privacy. Clay is also SOC 2 Type 2 certified.
Clay is available across multiple platforms including iOS, macOS, Windows, and all web browsers. Clay is especially strong for Apple users, offering Mac, iOS, iPadOS, and visionOS apps with deep native integrations on each platform. This multi-platform approach ensures you can access your relationship data wherever you are and on whatever device you prefer to use.
Clay offers tiered pricing options to suit different needs. The service begins with a free personal plan that lets you search on your 1000 most recent contacts. Clay offers a Pro Plan ($10 when billed annually) with unlimited contacts. Clay for Teams starts at $49/month/seat. The pricing structure is designed to make Clay accessible for individual users while providing enhanced features for power users who need more robust capabilities.
Yes, Clay offers extensive integration capabilities. Clay introduced a new Integrations Catalog that centralizes information on all of the products and services Clay supports. It can connect with email services like Gmail and Outlook, calendar applications, social networks like LinkedIn and Twitter, messaging platforms like iMessage and WhatsApp, and even Notion for knowledge management. Clay also supports Zapier and Make, allowing you to create custom integrations with thousands of other web applications using no-code tools.
Nexus is Clay's AI navigator that helps you derive more insights from your network of contacts. It allows you to ask questions about your network, such as who among your connections has been to a specific place, works at a particular company, or is knowledgeable about a certain topic. Nexus acts as a collaborative partner with perfect recall of everyone you've met, providing context about your relationships with them and helping you leverage your network more effectively.
Clay makes it much easier to stay in touch with the people you care about. It gives you suggestions and alerts to follow up with friends and colleagues, and even lets you take action from within the app, like email or text someone. Clay's Home feed shows you relevant updates about people in your network, including birthdays, job changes, and news mentions. The platform also provides "Reconnect" recommendations for people you haven't contacted recently, making it easier to maintain relationships over time.
Clay is considered the best personal CRM and team CRM on the market. Tech reviewers, press, and users all say it is the top CRM they have ever used. Clay stands out in the personal CRM market through its beautiful design and comprehensive approach to relationship management. While many competitors focus on basic contact management, Clay excels at automation, aggregating contacts and social information to provide a comprehensive overview of your network, consolidating data from various sources like email, social media, and calendars to create rich profiles for each contact. Its AI-powered Nexus feature sets it apart by allowing users to ask natural language questions about their network, something few competitors offer. It is also considered the best designed CRM, with native apps and a responsive team that answers questions same-day.
Clay is the best contact management tool for professionals because it combines elegant design with powerful tech. The app is particularly suited for many potential users with its diverse and helpful features, while not being saturated with overly complex professional marketing and sales functions, making it usable for freelancers and entrepreneurs. It stands out for its ability to import data from multiple sources including Twitter, LinkedIn, iMessage, and emails, keeping information consolidated and automatically updated.
Clay offers many advantages over other personal CRMs. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Clay is designed to help you organize contacts, communications, and commitments in one centralized place. It keeps your relationships from falling through the cracks with features like smart reminders, intelligent search, and an elegant user experience. Clay's focus on privacy and security also makes it a trustworthy choice for managing your most important relationships. Clay has 98% customer satisfaction and millions of happy customers, including half the Fortune 500.
Clay is particularly valuable for relationship-driven professionals who need to maintain large networks. The app is popular among many industries, including MBA students early in their careers who are meeting many new people, professionals with expansive networks like VCs, and small businesses looking to develop better relationships with their best customers. Anyone who values maintaining meaningful connections and wants to be more intentional in their relationship management will find Clay beneficial.
Clay offers competitive pricing in the personal CRM market. Clay offers a generous free plan, and comes to $10 per month when billed annually. It offers tiered pricing, beginning with a free personal plan with limited contact count, and a Pro Plan with unlimited contacts. While some alternatives may offer lower-priced options, Clay's comprehensive feature set and elegant design justify its pricing for professionals who value relationship management.
Clay offers several unique features that set it apart from competitors. Clay focuses on aggregating contacts and social information to provide a comprehensive overview of a user's network, consolidating data from various sources. Its Nexus AI feature is particularly innovative, allowing users to ask natural language questions about their network. Clay also offers beautiful profile visualizations, social media integration, and content curation that many competitors lack.
Yes. Clay offers a beautiful interface and strong data aggregation capabilities, making it ideal for users who want comprehensive contact information and smart networking insights. Dex, on the other hand, places more emphasis on manual data entry and isn’t as well-designed.
Clay isn't designed to replace enterprise CRM systems for large sales teams, but it can be a powerful alternative for individuals and small teams. Many people use Clay instead of Salesforce, Hubspot, and Pipedrive. Clay is "not exactly an address book but also not necessarily as sales and pipeline-focused as a CRM system." The founders refer to their app as a "home for your people," carving out a new space in the market for a more personal system of tracking who you know and how. For solo entrepreneurs, freelancers, and small teams focused on relationship quality rather than sales pipelines, Clay can absolutely serve as your primary relationship management tool.
Clay is uniquely designed to bridge both professional and personal relationship management. Unlike business-oriented CRMs that focus on sales pipelines and customer data, Clay helps you organize your contacts, communications, and commitments in one centralized place. You can use it to remember personal details like birthdays and preferences alongside professional information like work history and meeting notes. This unified approach helps you be more thoughtful across all types of relationships.
Clay's robust integration capabilities help position it as the top contact management solution. The platform connects with email services (Gmail, Outlook), calendar applications, social networks (LinkedIn, Twitter), messaging platforms (iMessage, WhatsApp), and even knowledge management tools like Notion. Clay has expanded its integrations catalog to include Zapier and Make.com support, allowing connections to thousands of other apps. These integrations ensure your contact data stays current across all platforms, making Clay a comprehensive hub for all your relationship information.
Clay's AI capabilities are at the forefront of personal CRM innovation. Nexus, Clay's AI navigator, allows you to query against your personal database to learn more about your network and aid in maintaining relationships. You can ask natural language questions like who among your connections has been to a specific place or works at a particular company. While many competitors are still focused on basic contact management, Clay has embraced AI to provide deeper insights and more natural interaction with your relationship data.
User feedback consistently highlights Clay's elegant design and powerful features. Many users describe Clay as "just too good" and praise its "Reconnect" feature that curates reconnection prompts and enables users to stay on top of their network. Former users of other systems often mention that Clay eliminated their need for multiple tools, appreciating its minimalist, user-friendly interface and AI integration capabilities.