Original published February 23, 2017 on Business Wire.
PALO ALTO, Calif.--(BUSINESS WIRE)--ServiceRocket, a leader in software adoption, announced today its partnership with Gainsight to co-host the third-annual Business of Customer Education Conference (BOCE)™ at Pulse 2017, to bring customer education to the fast growing Customer Success category. This announcement coincides with the fifth annual Pulse 2017: Customer Success Industry Conference, which brings together thousands of Customer Success leaders to the Oakland Convention Center in Oakland, CA on May 9-11, 2017.
BOCE™, hosted as a “conference-within-a-conference” at Pulse 2017, draws together the community of software training leaders, professional services teams and customer success advocates who believe education is a key component of software adoption. To advance this vision, ServiceRocket is partnering with the Customer Success Industry leader, Gainsight, to reach an ever-widening audience.
By partnering with ServiceRocket to host BOCE™ as a Titanium Sponsor and announcing expanded customer education offerings at Pulse 2017, Gainsight is taking the next step in developing the Customer Success ecosystem, of which customer education is a cornerstone.
An Educated Customer Is A Successful Customer
Technology is moving so fast, companies need to help customers learn new skills in order for any change adoption to occur. According to CSO Insights, less than 40% of CRM implementations have full scale end-user adoption. Contributing to this failure is a lack of training. Walker reports that by 2020, customer experience will outweigh the importance of price and product. Customer education is a crucial part of that experience.
"We work with some amazing customers and partners like Gainsight that are pushing the boundaries for how they get their customers to love their software and grow their adoption rates,” said ServiceRocket Founder and CEO Rob Castaneda. “There is an ongoing convergence.”
Proper customer education is required to drive the correct use of your product, and ultimately, the level of adoption that is required for a customer to achieve the goals they identified during your sales cycle with them. Although optimizing customer training and education processes is not the only component required to make a customer successful, it is a critical piece to the puzzle, without which delivering desired customer outcomes would not be achievable.
At BOCE™, attendees will learn about the role education plays in increasing successful software adoption, how to hire and retain great customer education teams built for scale, how to turn customer education from a cost center to a revenue center, and how to break down siloes and get exec buy-in, plus marketing, sales, and other departments on board with your education initiatives, and more.
Coinciding with BOCE™ and Pulse, Gainsight is also expanding its customer education offerings using Learndot, the leading learning management system (LMS) from ServiceRocket, designed specifically to enable fast-growing software companies to develop and build customer education programs.
“There are hundreds of learning systems and vendors on the market. ServiceRocket is unique in that for the past 15 years they’ve been running holistic education programs for software companies,” said Gainsight Vice President of Marketing Anthony Kennada. “As the learning space evolves, we’re excited to partner with ServiceRocket to show software companies how they can build customer education experiences that play a key role in Customer Success.”
To register for BOCE and Pulse 2017, visit https://www.servicerocket.com/boce
ServiceRocket is trusted by thousands of enterprises, helping them get the most out of their software and transforming the way they do business. Headquartered in Palo Alto with offices around the world, our products and services help clients accelerate alignment, reduce friction and connect with their teams, partners and customers. Learn more at http://www.servicerocket.com
Gainsight™, the leading Customer Success company, helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight’s product helps you touch customers effectively, track customer health consistently and transform the way your company orients around the customer. Gainsight provides a 360° view of customers and drives retention across Customer Success, sales, marketing, executive and product management. Learn how leading companies like Adobe, Box, DocuSign, HP, Marketo, Nutanix and Workday use Gainsight to help their customers succeed at www.gainsight.com.