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Advice on Building Your Customer Education Dream Team

Posted by Julia Borgini on Apr 17, 2017 1:56:10 PM

Danielle Tomlinson knows a thing or two about building a customer education team. She's successfully lead customer education teams at SAP and Redhat and has now built the education services team at Hortonworks from scratch.

Because she's so passionate and interested in customer education, Danielle's dedicated a lot of time and effort into building the best customer education strategy—and team—at Hortonworks. She's seen first-hand the impact of education programs on a company's bottom line and knows how to build a successful customer education team.

In this post, we'll share some of Danielle's ideas on how to build a customer education dream team, including information on the roles and skills you need in your team, as well as the importance of internal collaboration with other teams in your company, like sales and marketing.

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Topics: Building Customer Training, business teams, Business of Customer Education, #CustomerSuccess

6 Steps For Making Training Metrics Actionable By Business Teams

Posted by Julia Borgini on Apr 6, 2017 9:33:00 AM

 

Customer education plays a crucial role in Customer Success. Training metrics can be a powerful driver of business outcomes because they can be used by and influence all departments in your organization: customer success, sales, marketing, finance, professional services, support, and more.

Training metrics show that the investment your company has made in training results in outcomes that make the activity worthwhile. Whether that's a clear line to revenue or increased website traffic or a more engaged customer community, training metrics show the impact to the entire company.

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Topics: Building Customer Training, business teams, Data, Business of Customer Education

How to Align Customer Education with Business Goals

Posted by Julia Borgini on Mar 1, 2017 5:15:54 PM

Signups, attendance, and webinar views. Those are just some of the traditional data points learning professionals use to measure their training programs. But what about other business KPIs that are impacted by training? These data points reveal the true effectiveness of your training better than any feedback survey. You may recognize some of them from your manager's quarterly reports, but hadn't thought of how training affects it. You may be surprised.

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Topics: Training, Customer Education, business teams, Customer Outcomes

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