So you’re thinking about starting a Customer Education program? Increasingly, companies are investing in Customer Education programs at an earlier stage. Sometimes these programs support the company’s Customer Success or Marketing strategies. Sometimes it’s just because they realize their employees are spending so much time training that they should devote a full-time person to do the job.

So if you’re the executive spinning up a Customer Education function, or you’re the first Customer Education person in-seat, how do you think about starting a team?

In our first episode of CELab, the Customer Education Lab, Dave Derington and Adam Avramescu explore how mature your organization needs to be before investing in Customer Education. Our perspective is that most organizations start too late, which is why companies are now investing earlier and earlier. The organizations that invest in Customer Education earlier are able to scale.

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One of the most common questions we get asked from people who are starting Customer Education programs is, “Do I need a Learning Management System?”

An LMS seems like a standard part of a Customer Education Program and it’s usually the first system to be implemented. But is it right for everyone?

Startups can’t always get the budget for it or justify the ROI. Even more established companies find that their LMS doesn’t always work for them.

Is Customer Education just Customer Training? Or is it something more?

Whether you’re scoping out your program for the first time, or consolidating separate functions into one Customer Education experience, you have to know which programs to include — and which ones to leave out.

But we think that whether you call it Customer Education, Enablement, or Education Services, you’ve got to think bigger than just training.

Welcome to the Pilot episode of CE Labs – the Customer Education Laboratory!

This podcast series is devoted to you – The Customer Education pioneers out there – to share what we, and others have learned from hard-won experiences in the trenches of fledgling SaaS companies and tech startups.  

  • Maybe you’re a member of a Customer Success team realizing that you need to invest in Customer Education — or that you have an interest in doing it yourself
  • Perhaps you’re the first Customer Education hire at a growing company
  • Maybe you’re part of the growing community of Customer Education Heroes.

In this episode we introduce ourselves and our mission and begin challenging the assertion:  “You don’t need a customer education team until your company is mature”.

You need Customer Education earlier than you think. Starting Customer Education early in a business will help you scale customer adoption and growth.