It’s one thing to say that you “Lead with Data” (emphasize air quotes). It’s another thing entirely to build the kind of dashboards and reports that will allow you to do it.
In this episode Christy Hollingshead, Senior Director of Customer Education at Heap, guides us into safely into that territory. While many of us lean on metrics like Completion Rates or attempt to use the Kirkpatrick Model to assess the performance (and value) of their content which doesn’t take into account how one’s educational material impacts the business.
In B2B Software-as-a-Service (SaaS) businesses we gauge performance through a different kind of vocabulary, using terms such as Adoption, Churn, Retention, which are often new and perhaps alien concepts to those new to the discipline of Customer Education. Focus on these kinds of metrics can and do earn Customer Education and Enablement leaders a seat at the executive table.
We think that anybody can easily work with data they have about their program to build helpful Reports and Dashboards or simply gain insights into how customers’ are using educational material to help their businesses