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Questions Training Managers Should Ask About Customer Success

Posted by Julia Borgini on Mar 6, 2017 6:38:02 AM

Customer Success is all about enabling software adoption and helping customers be successful in using your products. Or, as Lincoln Murphy, Customer Success Architect at Sixteen Ventures explains, customer success keeps them engaged, boosts their satisfaction, and reduces churn. Training plays an important role in customer success, however aren't always included in the CS discussion or workflow.  

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Topics: Customer Success Education, Customer Success, Training is Customer Success, Customer Education, Customer Outcomes

How To Train Your Customers To Reach First Value ASAP

Posted by Sarah E. Brown on Feb 25, 2015 3:42:00 PM

Onboarding is one of the most delicate (and critical) periods in the customer lifecycle. After the sale closes, when CSMs and CEMs first engage the customer (if they haven’t already come through pre-sales, to help drive success during a free trial), onboarding is the first chance to help your customers achieve success. Delivering the right customer training is paramount to ensuring your customers reach “First Value” as soon as possible during onboarding. “First Value” or “First Value Delivered” (FVD) is defined as the initial success your customer has with your software, according to your customer’s definition of success. Like Customer Acquisition Cost (CAC), ARR (annual recurring revenue), MRR (monthly recurring revenue), Customer Lifetime Value (CLTV), and churn, time to value (TtV) is now one identified by industry experts as a crucial metric that counts for SaaS customer growth and as a predictor of ongoing customer retention.1 

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Topics: Customer Success Education

Interview with Rob Castaneda and Lincoln Murphy: Customer Training and Customer Success

Posted by Sarah E. Brown on Feb 19, 2015 3:38:00 PM
We're pleased to share an interview with ServiceRocket's CEO Rob Castaneda and Gainsight's Customer Success Evangelist Lincoln Murphy. Rob and Lincoln discussed best practices for training and customer success, as well as their visions for the future of training and learning software.
Rob Castaneda
Founder and CEO
Lincoln Murphy
Customer Success Evangelist
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Topics: Customer Success Education

Creating an eLearning Course for Non-eLearning Developers

Posted by Bill Cushard on Feb 9, 2015 10:30:00 AM

3 Steps to Building Effective eLearning

I am often asked about how to create effective eLearning. My advice is always the same. And although my advice is supported by science, it runs counter to what many believe about how effective eLearning should be designed. Many people think eLearning is about animations and graphics and interactive gaming and scenario-based storylines. While these techniques can be used in an effective manner, they are not what makes an effective eLearning course.

Effective eLearning is much simpler than that, which is why it is so difficult to do.

Simplicity is the most difficult thing to secure in this world; it is the last limit of experience and the last effort of genius.

- George Sand

In fact, anyone can create effective eLearning if they understand just a few simple rules and have the right tools. In this blog post, I would like to describe three elements that make up effective eLearning. These three elements are so fundamental that no matter how fancy your art or scripts or videos are, your students will not achieve maximum learning outcomes without them.

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Topics: Customer Success Education

3 Ways CSMs Can Use Social Media For Customer Education

Posted by Sarah E. Brown on Oct 29, 2014 1:24:00 PM

While leveraging social media for customer education purposes is still a relatively new trend, customer success managers are increasingly realizing the extraordinary potential benefits of incorporating social media into their customer education program. The following are three immediately actionable strategies you can use to kickstart a successful customer education-driven social media campaign.

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Topics: Customer Success Education, Tools for Success

3 Hacks CSMs Can Use To Dramatically Increase Customer Happiness

Posted by Sarah E. Brown on Oct 14, 2014 1:09:00 PM

Customer happiness refers to the relationship between your product/company and your customer. Why is it so important to focus on driving customer happiness? Because customer happiness and success are highly correlated--if your happy customer never finds success, they will inevitably stop being happy and cancel their subscription. Given this relationship, it’s clear how important it is to prioritize improving customer happiness.

Here are three ways CSMs can dramatically drive customer happiness:

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Topics: Customer Success Education

Why CSMs and CEMs Need Buy-In From Other Departments

Posted by Rob Boone on Jul 21, 2014 12:45:00 PM

As a customer education or success manager, what happens when you get to the office and overhear a product engineer talking about a new feature the team just released...one of which you were completely unaware, and haven't integrated into your customer education campaigns?

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Topics: Interviews with Experts, Customer Success Education, Tools for Success

When Is The Right Time For Your Startup To Hire A CSM?

Posted by Sarah E. Brown on Jul 17, 2014 12:32:00 PM

At what point in a company's growth should the customer success manager (CSM) role be established? Is it important to hire a CSM early on in a startup environment?

Among experts, the verdict is still out. That being said, some best practices have emerged that companies can look to for guidance on when you should hire a CSM.

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Topics: Customer Success Education, Research and Trends

Announcing the Brand-New Learndot For Customer Education

Posted by Paul Lambert on Jul 9, 2014 4:00:00 PM

If you’ve been paying close attention (which I have no doubt you have), you’ll notice Learndot is looking a little different these days. We’ve been rolling out some major changes that I’m excited to finally start talking about. But first, the background story.

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Topics: Customer Success Education

A Voice for Customer Education: Welcome To The New Learndot Blog

Posted by Paul Lambert on Jul 9, 2014 9:30:00 AM


When interviewing customer success and education managers, I always ask something along the lines of “Do you have any regular blogs or watering holes? Anything you read to stay on top trends and share knowledge?”

These quotes are pretty representative of the whole:

“From an actual customer education perspective, there's not a lot out there. It’s something that bothers me a lot.”

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Topics: Customer Success Education, Tools for Success

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