Many people ask exactly how Customer Education can drive Revenue, reduce Churn, decrease Support tickets, and much more. Is it magic? Is it secret technology?
Nope. It’s actually not. It’s Calculus.
Seriously.
In this episode we’re going to talk with Niyati Shah about “The Area Under the Curve”. The point? All the little activities that we do – across departments and teams – that, if added up – make a mountain out of a molehill.
One training won’t do. Have you heard the term “Everboarding”? Yeah – that’s in here too.
Join us as Niyati and I geek out on Customer Education tech and show how you can drive some massive numbers
As WorkRamp says on their website, “Learning is a Growth Engine” for your business. At CELab, we talk about scale and growth tirelessly and how crucial it is for your customer’s ultimate success.
In this episode we are joined by WorkRamp’s Stephanie Middaugh, the Director of Enablement to talk about the challenges that make learning – both internally and externally – difficult. Per Stephanie:
“If I’m training my support team that needs to support my customers, why am I not giving them the exact same training as my customers? Or vice versa? Why am I not giving my customers the exact same training as my support team? […] Now you really have this hub of all of this great knowledge and training that you can share with anybody internally or you could potentially share it with other people externally if you needed to, as well.”
Bridging the gap between teams, such as Sales Enablement and Customer Education, is vital to your success. Scale demands collaboration and efficiency, and WorkRamp’s All-in-One Learning Platform can help scale learning and sharing of knowledge across your organization. We spoke back in January 2021 in Episode 53 with CEO Ted Blosser about consolidation of learning strategies. Now we expand upon that discussion by reaching across the aisle to understand better how Enablement and Education can be the “peanut butter and jelly” of your org, and how WorkRamp can help you make that happen!
Continuing our journey through the “State of Customer Education” reports that have come out in 2022, we explore TSIA’s report – The State of Education Services: 2022!
This year’s report focus on Education as a “Team Sport”, focused on four key subjects supporting XaaS initiatives, from digitalizing the personalization of learning, reviewing the customer’s experience within the education org, driving value, and gathering and sharing data.
Download and read the report and join us as we break down and react to this great report from Maria Manning-Chapman.
As the discipline of Customer Education has grown, this report dives deep into more of the evidence that you need to make your case for Customer Education. In this episode we continue our tour de force through the 2022 State of Customer Education Industry reports, featuring Thought Industries and IDCs joint report.
Spending is up. Revenue is up. And above all, KPIs such as Brand Awareness, Decision Making, success of Onboarding, Adoption, and more are all trending up because of the impact that we as Customer Education practitioners are making.
Listen in as we dissect yet another amazing report and make it fun. You won’t want to miss it.
Each and every year our emerging industry of Customer Education sees vendors and other organizations create their “State of Customer Education” reports, and this year is no exception to our typical coverage. These reports are crucial in understanding the developing trends.
Major themes this year that we discuss?
Measuring Educational Outcomes
Training Teams and Infrastructure
Content and Training Formats
We’re always excited to see these reports and discuss each year. What are the commonalities and differences between these reports? Make sure you read and follow along as we dive into this great material!
In this episode, we speak with Phil Byrne, Manager of Product Education at Intercom.
Through the lens of choosing the right metrics, Phil takes us on a journey through one of our favorite topics: breaking into Customer Education. Phil wasn’t always a Customer Education professional: in fact, he joined Intercom with a background in music and video production. In his time at the company, he’s been through a journey of experimentation, using metrics and data to create better videos and tie his educational efforts to behavior change. Over time, he took bolder bets to experiment with the value of self-service and proactive support techniques.
These days, Phil manages a variety of educational programs that have driven Intercom users’ success over time. Tune in to hear more about his journey and what he learned along the way, as well as what you can learn if you’re breaking into Customer Education.
Customer Education programs grow and mature alongside products and platforms as a software business grows. And, at some point, Localization becomes a hot topic.
What is Localization in Customer Education?
In this episode we welcom Courtney Sembler, Director of Hubspot Academy, to have a frank and honest discussion with Adam about Localization and, related subjects – translation and globalization too!
Why? As our organizations grow we need to able to provide product in multiple languages for global learners and users. How do they have resources to use our products in different languages?
How do we think about leadership in Customer Education? In previous episodes of the CELab Podcast, we have talked about next generation of leaders and what they need to do up to set the stage for the next generation of leaders?
In this episode, Alessandra Marinetti and Adam Avramescu discuss the book “Tribal Leadership” by Dave Logan, John King, et. al. Customer Education often finds it’s way into emerging and growing (start-up) cultures. This book gets to the core of organizational growth and how to help work cultures progress through the stages of innovation and productivity.
Join us as we work – out loud – to discuss different views on how we think about can better approach leadership, managing teams, and involving others in conversations about our work in Customer Education.
Customer Education is not a “walk in the park”. But in this episode, Adam and I take a stroll (literally) through the Hirim M. Chittenden Ballard Locks in Seattle, Washington and talk about our learning journeys.
This episode was recorded before Adam began his brand new role as VP of Customer Education and Engagement at Personio, and when Dave was brand new starting as the Director of Customer Education at ServiceRocket.
This is a more conversational discussion as compared to our typical episodes – but we are inviting you in to join us as we let our thoughts wander as we wonder through the Ballard Locks.
The Customer Education Playbook – A Great Addition to our Customer Education libraries!
For Leaders and Practitioners, there are few books out there on the market which appeal specifically to the Customer Education Market which is why we always put the spotlight on any new seminal work on the subject.
Join us for a fun and insightful discussion that follows the “origin story” of the book, and dives deep into the challenges that Barry and Daniel have seen in our emerging industry and how this playbook, with it’s 12- step approach, can help you build an impactful, scalable Customer Education program.
