Customer Education is, as Dave Derington says, “Both new and not new”. We review the book, “Customer Education” by Claudia Gaillard Meer and take time at the end of 2022 to reflect upon what has changed and how this practice – often thought of as adjunct to Customer Success – has resurfaced and is now ready to help organizations achieve scale.
We can trace the origin of the phrase at least back to 1984 – nearly 40 years ago! What’s new? (And … what’s not new?) Why did Customer Education not become a standard practice throughout our market? This is Part 1 of two deep-dive discussions where we consider the past, present, and future of Customer Education.