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Start small: How customer education teams can scale up their metric use

Posted by Julia Borgini on Feb 13, 2018 11:00:00 AM

Data analytics at any scale is intimidating, especially to customer education teams who aren't used to looking at numbers. There are so many pieces of data available that it's hard to know where to start.

Like with any new thing, if you start small and learn to master it before moving on to the next thing, it becomes easier. If your management team just said to you, "All right, customer education, it's time to get on the analytics bandwagon" you're in the right place.

Let's take a look at how customer education can start small with metrics and then scale up their analysis slowly to be useful and valuable.

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Topics: Analytics, Customer Education, Data, Scale, Metrics

Data Matters, Especially to Customer Education Teams

Posted by Julia Borgini on Jan 18, 2018 4:41:02 PM

Big Data. KPIs. ROI. Average whatevers. These days it's pretty hard to get away from numbers. Companies are using their data to uncover all sorts of information that's driving their customer success programs, sales and marketing, and even customer education. After all, there's only so many ways you ask for a customer's feedback after they take your training, right?

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Topics: Customer Education, Data, Wishpond, Groove, Churn

6 Steps For Making Training Metrics Actionable By Business Teams

Posted by Julia Borgini on Apr 6, 2017 9:33:00 AM

 

Customer education plays a crucial role in Customer Success. Training metrics can be a powerful driver of business outcomes because they can be used by and influence all departments in your organization: customer success, sales, marketing, finance, professional services, support, and more.

Training metrics show that the investment your company has made in training results in outcomes that make the activity worthwhile. Whether that's a clear line to revenue or increased website traffic or a more engaged customer community, training metrics show the impact to the entire company.

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Topics: Building Customer Training, business teams, Data, Business of Customer Education

How to Tie Customer Education to Business Results: A Customer Success Approach

Posted by Bill Cushard on Oct 18, 2016 12:39:00 PM
If you run your customer education business with profit and loss responsibility, you have a  revenue and profit margin target to hit each period. Revenue and profit are just about the most objective metrics to know whether your customer education team is performing well. After all, if your training offerings are not good, or you were not effective at selling training to customers, you would not make your revenue or profit numbers, and you would be under performing. 
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Topics: Enterprise Software, Learning Management System, Salesforce, LMS, Data, Evaluation

One Simple Way to Measure Demand for Customer Education

Posted by Bill Cushard on Feb 4, 2016 4:30:00 AM

Many leaders in the customer education business are trying to figure out a way to understand the demand for customer education. I hear this all the time, “Customer ask us for training. Then we offer training and no one shows up.” There are many factors involved here, and just because someone tells you they want to do something, doesn’t mean they actually will. 

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Topics: Training is Data, collaboration, Analytics, Customer Education, Data

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