In this episode, we return to our Instructional Design 101 series, where we informally cover key concepts from the instructional design world and apply them to customer education. In previous episodes, we’ve covered frameworks like…
Does Onboarding Matter? That’s what Donna Weber, veteran Customer Education professional and President of Springboard Solutions firmly asserts in her new book, Onboarding Matters! She says: “Onboarding is the most important part of the customer…
Brian Childs, a customer education leader with experience at Moz, TapClicks, and more, has developed a Maturity Model that emerging Customer Education teams can use. In this interview, he describes how you can use the…
On this episode of CELab we continue both our CEO Series and Customer Success Series as Michael Harnum, CEO of ESG Success, walks us through his journey to Customer Success as a Service. Typically, Education…
Episode 55 – Product-Focused Afterthought – Exploring Customer Education’s Role in Customer Success with Lincoln Murphy
- February 19, 2021
- Tagged as: Adam Avramescu, CloudApp, company, CSM, Customer Education, Customer Success, customer success teams, Customers, Dave Derington, education, experience, industry, Lincoln Murphy, Looom, people, product, question, result, Sixteen Ventures, startups, talk, training, understand, work
Product-focused afterthought! – that’s what most Customer Success clients get wrong about Customer Education according Lincoln Murphy of Sixteen Ventures. But what does this mean, exactly? In recent episodes, SaaS executives and investors perceive Customer…
What are venture capitalists thinking about the potential for Customer Education and Customer Success? As the industry becomes more profitable, we’ve seen more investment activity in the space. Eugene Lee from OMERS Ventures joins us…
One theme that’s on the minds of many Customer Education professionals is learning how to “bridge the divide” between our teams and other education-focused teams. In Episode 19 (Sharing with Others) we kicked off this…
In 2019 we did our first “pause and reflect” style episode over the holidays, which was one of our top five episodes of all time. With this episode we, once again, let loose and do…
Episode 51 – COGNITION 2020 – 6 Principles to Building a Customer Education Program
- December 10, 2020
- Tagged as: Adam Avramescu, Adoption, Agile, Asana, CELab, Churn, COGNITION 2020, Customer Education, Customer Education Manifesto, Customer Success, Data, Dave Derington, Expansion, Heap Analytics, Intercom, Learning, LTV, Moment of Need, Onboarding, Outreach, Retention, Salesforce Trailhead, Scale, Slack, Thought Industries, Twilio
On October 6th, we presented – live – at Thought Industries’ COGNITION 2020. This was a great event with many leaders from our Customer Education category. In this recording we unveil our Customer Education Manifesto….
In this episode, we’re celebrating some milestones from CELab! First, we are celebrating two amazing years of working out loud. We kicked off our very first episode, “Getting Started with Customer Education” on November 11th,…