On this host-only episode of SaaS Therapy, Todd Kirk and Casey Trujillo discuss the challenges and opportunities within customer education in SaaS organizations, the disconnect between customer education teams and their impact on business outcomes, emphasizing the need for radical change in how customer education is approached. They understand the importance of collaboration with customer success teams, the pitfalls of traditional training methods, and innovative strategies that can enhance customer engagement and drive revenue growth.
Takeaways
Customer education teams are often not integrated into executive decision-making.
Silos within organizations hinder the effectiveness of customer education.
The focus should be on customer outcomes rather than just course completion.
Data shows that traditional training methods are not effective.
Customer education can unlock upsells and renewals if done correctly.
There is a need for radical change in customer education strategies.
Innovative approaches, like engaging with content creators, can enhance learning.
Customer education should be viewed as a key resource for sales and success teams.
Curiosity and creativity are essential for evolving customer education practices.
Contents
00:00 Intro
1:14 The State of Customer Education
5:38 Challenges in Customer Education
10:30 The Role of Customer Success
14:50 The Disconnect in Objectives
20:36 The Need for Radical Change
24:53 Innovative Approaches in Customer Education
28:36 The Future of Customer Education
Resources
Credits
Show direction: Debra Wilson
Show manager: Angela Allred
Show assistant: Jenna Mollinet