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.
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.