What is strategy? A quick dictionary search on Merriam-Webster shows it can mean "a careful plan or method" and "the art of devising or employing plans toward a goal". In sports or war, strategies are pretty clear, because no matter what changes during the course of the event, the end goal is the same: to win. In business it's not so clear; in Customer Education (CE) it becomes even murkier.
This blog post is about how to use a maturity model in a very practical sense, but before we get into the how, let's define what a good maturity model does. A maturity model describes each stage of an organization's maturity and what things are generally happening at each stage. This is useful to understand because each organization is at a different stage of development and has different levels of capabilities, resources, and technology to support its operations. For example, a customer education team of eight people with a VP-level leader has a much different level of capability and maturity than a one person education team that just became a full-time role last week.
Before you even think about developing a customer education strategy, you must begin with a goal. It sounds simple enough, but too often, people who lead efforts to develop software training programs for customers just start developing a strategy, or worse, just start training customers on product features, without a clear vision for why education is necessary in the first place.