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Why Customer Education is a Good Customer Success Strategy

Posted by Julia Borgini on Oct 25, 2017 3:40:07 PM

Sarah Sproehnle was Cloudera Employee #20, so she's seen the company through a lot of interesting times. From when it was just a small start-up to its new IPO state, Sarah's seen it all. While initially hired to build a training organization, Sarah is now the VP of Customer Success. She brought the idea of having a formal CS department to Tom Reilly, the CEO of Cloudera, since she knew it would help the company achieve some of the overall business goals they were working on.

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Topics: Customer Success, Customer Education, Cloudera, Sarah Sproehnle, Tom Reilly

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

3 Scalable Customer Education Methods of Enterprise Software Companies

Posted by Bill Cushard on Jun 30, 2016 5:00:00 AM

One of the questions I get asked most by early stage enterprise software companies that begin to train customers is how to build scalable customer education programs. I even get this question on open forums. The trouble with this question is that the answer is always, "It depends." Although there are several ways to deliver scalable customer education, not each method will work for each company depending on maturity level of that organization. It is important, therefore, to understand various ways to deliver scalable training to customers, so you can make decisions about which method will work for you and your customers. 

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Topics: eLearning, Customer Education, LMS, Docker, MOOC, Couchbase, Coursera, Udemy, EdX, MuleSoft, Chef Software, Udacity, Cloudera, SugarCRM

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