Our next “State of the Industry” report review comes from Forrester and Intellum with their 2019 paper: “Increase Revenue and Improve Customer Retention Through Customer Education Programs”. This report differs from previous ones in that it focuses on how Customer Education programs can contribute to revenue and customer retention. Customer Education is growing, driving a measurable impact in bottom-line revenue, customer retention, and support costs.
Recent Episodes
- Episode 153 – [Feed Drop] CXetera – Should CSMs do training?
- Episode 152 – NetExam – Beyond Customer Training: Demystifying Channel Partner Education
- CELab – Ep 151 – Elli Neeld – Building AI Chatbots for CX
- CELab – Ep 150 – Celebrating 150 Episodes – Reflections on our Journey in Customer Education
- CELab – Ep 149 – Julie Cochrane – Balancing Instructor-Led Delivery Costs with Customer Value: A Pricing Playbook