Why You Should Invest in Customer Education in 2017 (And Your Customers Will Thank You)*
For many companies, the most successful customers with the highest LTV are the ones who are educated - not just about product features, but also about key workflows, best practices, and maturity in the broader industry.
Many early-stage Customer Success teams haven't begun to use Customer Education as a key to scale. Customer Success teams who make a true investment in Customer Education will see a positive change in the way their team's tribal knowledge scales out to have an impact on Sales, Marketing, and even Product.
If your CSMs are doing trainings, and your support agents are writing articles, with no centralized guidance, then you have a recipe for linear growth in your customer success team. Your individuals are likely spending a lot of time creating duplicate content, and it probably takes them longer to do it because you didn't hire them to create scalable content, so they don't have the competency and they're task-switching to do it. Even one professional dedicated to capturing the expertise of your Customer Success heads will help you create reusable, scalable content.
Key Performance Indicators of an Education Program
What direct impact does your Customer Education program have on your business?
Beyond that, if you have the ability to measure attribution, determine how education consumption drives increased adoption of key features, or average speed to first value.
*This article is an excerpt of the article Adam Avramescu published on Linked In on January 6, 2017.