Photo by Philippe Bout on Unsplash
With all the online tools we use today at the office, it's no wonder training professionals find it a challenge to get their content out to a wider learning audience. Employees have access to so many apps and logins it's hard as training pros to squeeze your way into anyone's tool stack or busy schedules.
As more companies have Customer Success (CS) teams onboard new customers to their products, they're unintentionally missing an opportunity to drive revenue by adding Customer Education programs up front.
Alexa. Siri. The Google Assistant. The chatbot pop-up on a website. The suggested films and shows created just for you on Netflix. What do all these have in common? Artificial Intelligence (AI) and machine learning.
Career management is a fancy term for what companies do to manage an employee's work experience within the organization. They often highlight it during the recruiting process because they know of the positive effects it has on their organization. A survey by PluralSight and CEB found that just one hour of training a week saved 1.8 hours per week in productivity gains (or nearly 84 hours per year).
Having all the right people on your Customer Education (CE) team can make it much easier to produce the content your customers need to be successful. As a CE leader, you want to create a high-performing team, but it can be hard to find and retain CE professionals in a highly competitive world.
“The days of monolithic five-day courses are gone and have been replaced with training subscriptions, serving up modular, subject matter expert created and curated content with personalized and adaptive learning paths." - Dirk Braune, CEdMA Programs Trustee and Director Education Offering Design and Development at BMC Software GmbH
Companies are always looking for ways to increase productivity, efficiency, and performance. Most turn to new technology to accomplish that, however the way you introduce the technology to the organization can have a big impact on its success. There's a lot of pressure to find the 'right' technology and integrate it in a timely manner to the organization. Done incorrectly, it can be disastrous for those who use it and the organization as a whole.
Customer success (CS) and customer experience (CX) are big buzz words today. According to the American Marketing Association, the majority of companies say improving the customer experience is one of their top priorities. This has led to an explosion of CS and CX teams. How does customer education (CE) fit into the new landscape? Can CE increase CX by itself or does it need to align with CS teams to have a greater impact?
Topics: customer success
