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Business of Customer Education Conference Recap and Session Audio Recordings

Posted by Bill Cushard on Jun 26, 2017 4:08:22 PM

In May 2017, we co-located our Business of Customer Education Conference (BOCE) at the Gainsight Pulse Customer Success Conference. The session audio was recorded, and we wanted to make them available. We had speakers from Workplace by Facebook, Atlassian, Gainsight, Cloudera, MuleSoft, Couchbase, and ServiceRocket, each of which shared their stories for how customer education plays a role in customer success. Below is a brief recap of each session and a link to the audio recording.  

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Topics: Atlassian, Gainsight, Customer Education, Couchbase, MuleSoft, Cloudera, Workplace by Facebook, Facebook, #CustomerSuccess

Here Are The KPIs Linking Training to Customer Success

Posted by Julia Borgini on Jun 12, 2017 1:57:18 PM

MRR. Churn. CPA. ARC. LTV. If you're in the SaaS business, you're familiar with these terms.* Do a quick search for "customer success KPIs" and you'll find a dozen more. It can be a challenge trying to figure out which KPIs to use to measure the effectiveness of your training team and the programs you produce. 

Further complicating matters is if you're being asked to tie your training metrics to customer success. According to customer education thought leaders like Wayne McCulloch, senior vice president of Salesforce University, "education has never played a more important part in customer success than in a cloud-based organization."

Here are some of the training metrics you should be tracking when it comes to customer success.

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Topics: Building Customer Training, Training is Customer Success, Customer Education, Software Training, Education Services, KPIs, #CustomerSuccess

5 Best Practices Of Customer Education Teams Focused On Customer Success

Posted by Sarah E. Brown on May 24, 2017 3:53:34 PM

Customer Education is a critical component for scaling your customer success function and delivering successful customer outcomes. Leveraging education enables your customers to successfully adopt your product and achieve the goals they identified during the sales cycle. This is the pathway to increased customer retention, expansion and reduced churn. Here are five best practices drawn from software companies who are leading the way in delivering Customer Education focused on customer success. 

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Topics: Customer Education, Business of Customer Education, #CustomerSuccess

Success Story: How Chef Uses the Learndot LMS

Posted by Julia Borgini on Apr 24, 2017 3:19:58 PM

“We were smitten with Learndot the first time we saw it...”

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Topics: Building Customer Training, Testimonials, Learning Management System, LMS, Learndot, Customer Outcomes, #CustomerSuccess

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

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