On this month’s episode of The Customer Success Channel Podcast, brought to you by Planhat, I chatted with Bill Cushard, General Manager at Dragonboat about everything you need to know about customer education.
Bill recently joined Dragonboat, the product portfolio management platform for outcome-driven product teams. He’s also a former host of Helping Sells Radio, the world’s longest-running customer success podcast.
One of Bill’s specialties is helping software companies design their customer education business model and strategy in order to enable customers, grow customers, win customers, and create new markets of customers. So where does customer education fit into customer success?
In our discussion Bil helps answer some of the critical questions when it comes to customer education and customer success:
- When should a SaaS company start adding customer education into its business?
- How do you start customer education? How do you enable customers?
- Training the market is so important because customers are so in the know and do their research, how you use customer education to continue to educate the market?
Some key takeaways from this discussion:
- Doing training courses is one way to help a customer learn, use, adopt, learn the next thing, and educate their new employees on how to use your software
- You need to start with figuring out your company’s culture and what works for your company. The smaller you start, the less permissions and approvals you have to get from people. I usually say, the more of the customer education that I do, the less customer success work I need to do
- You should always be thinking, what can I do by Friday to help a customer learn something?
Make sure you listen to the full episode and let me know your thoughts in the comments!
