It's difficult to know what customers want in general, but this is especially true when it comes to their education needs. Customers say one thing but then want another. There's a clear discrepancy between customer feedback and the numbers you gather from your education programs. How can customer education managers balance the two to truly determine what education their customers need and then create the right offerings for them?
I have a confession: I'm not a big fan of videos. Any time I see one on a website or in an online course I'm interested in, I tend to click away. Or look for the transcript of the session. That leaves me in the minority, however, as recent studies say that 98% of all organizations include video in their learning strategies. So learning professionals, I give you this challenge: can you create an engaging and effective training course that would work for a cynical and non-video lover like me?
Technology and business are rapidly evolving, and it can be hard for learning professionals to keep up. You need to create more content that's more relevant than ever before, and do so more efficiently than in the past. So ask yourself, "Can I continue to use ADDIE to develop their learning programs?"
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.
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."
Last year Gainsight reorganized their post-sales teams to increase customer success. They wanted to put customer success first and designed their organization around customer needs. This included moving their training team to the "front" of the customer funnel, giving them more access to both customer feedback and product development. Gainsight already had a training team set up, but by including them in their customer success department, they were able to infuse the training team with customer success principles, setting them up for greater success down the road.
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.
In today’s fast-growing software world, a branded LMS is key to your business. It is crucial to