When it comes to most software solutions, customers have numerous options and switching between solution providers has become easier and more cost-effective. To secure customer loyalty it is crucial that customers feel that they are deriving value from the software and in fact, can’t live without it.
Topics: customer success, customer education
Topics: executive, customer success, customer education
If you are a leader in Education Services at a Technology company, answer this question – do your sponsors and stakeholders value Education Services? I often talk to technology training leaders. A pet peeve for a vast majority of them is their inability to get executive attention, funding and buy-in for their services. The few exceptions are leaders who work for SaaS companies or enlightened leaders. My own experience inside industry-leading hardware and software companies was similar. I invested more time and effort in selling the value of Education Services to internal stakeholders than selling the services to customers!
Topics: executive, customer success, customer education
The past 18 months have been surreal. Change and uncertainty left no global stone unturned. Work from home mandates forced the long-overdue shift to hybrid, virtual staffing models that those of us deep into the software industry had already begun to embrace (crowdsourcing, gig economy-based teams, etc.). Companies struggled to make the shift from in-person technology training to online eLearning platforms.
Topics: customer success
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
