Trainn’s Post

Last year, I took on our acquisition of Northpass (now lovingly called Gainsight CE for Customer Education) and I have absolutely loved learning about this space. One thing I'm talking about with our customers is understanding the true ⭐VALUE⭐ impact of their education program and I'd love to hear from others on this topic but here are some of our thoughts consolidated from the community blog I've written.... 🔍 Unlocking the True Value of Customer Education! 🔍 In today's competitive SaaS landscape, demonstrating the ROI of your Customer Education programs is essential. My latest article on the Gainsight Community delves into effective strategies to measure and communicate the impact of these programs. From boosting Net Promoter Scores to driving customer growth and product adoption, we explore key metrics that showcase tangible business value. 📊 Key Highlights: * Beyond "vanity" metrics: Focus on outcomes that matter, not just leading metrics like MALs, Course Completion %, etc... * Certification impacts: Higher NPS, GRR and expansion ARR/NRR * Tactical solutions: Cross-departmental collaborations for success. Dive deeper into the analysis and discover actionable insights for maximizing the value of your Customer Education initiatives. Read the full article that I wrote here - https://lnkd.in/gs2GFKkR #CustomerEducation #SaaS #ROI #CustomerSuccess #Gainsight How do YOU showcase the value of your Customer Education program to your leaders?

When does customer education begin? Many people say it starts BEFORE any contracts are signed or money changes hands. If so, what issues should you avoid at this stage? Find out as Lead Analyst John Leh sorts out key issues in less than 10 minutes with guest expert, Nick Eriksen, Founder & CTO of Eurekos on this episode of Customer Ed Nuggets! Listen/read/watch right here ▶https://lnkd.in/gD6qmMts #customereducation #marketing #presales #LMS #CX

When does customer education begin? Many people say it starts BEFORE any contracts are signed or money changes hands. If so, what issues should you avoid at this stage? Find out as Lead Analyst John Leh sorts it out in less than 10 minutes with guest expert, Nick Eriksen, Founder & CTO of Eurekos on this episode of Customer Ed Nuggets! Listen/read/watch right here ▶https://lnkd.in/gD6qmMts #customereducation #marketing #presales #LMS #CX

Why Top Global Companies Invest in Customer Education - And Why You Should Too ⬇️ Ever wondered why brands like Salesforce and Adobe remain leaders in their markets? The secret isn’t just great products it’s a powerful customer education program. Here’s why savvy businesses focus on educating their customers, not just selling to them: ⮞ Boosts Customer ROI: Investing in software means customers expect ↠ returns ↠ smooth operation ↠ and efficient use. Comprehensive customer training ensures they get just that, maximizing the value of their purchase. ⮞ Reduces Support Costs: Educated customers solve many issues on their own, reducing the strain on your support teams. This not only cuts costs but also speeds up resolution times for more complex issues that require support. ⮞ Builds Brand Loyalty: When customers understand how to get the most out of a product, satisfaction soars. This satisfaction turns into loyalty, which is much cheaper to maintain than the cost of acquiring new customers. ⮞ Encourages Continuous Engagement: Regular updates in customer training keep your user base engaged and informed about new features and optimizations, encouraging ongoing use and deeper integration into their workflows. Implementing Your Own Successful Customer Education Program ⤵️ 1. Start with the essentials: Ensure your training covers all foundational aspects of your product. 2. Use relatable analogies: Just as Salesforce and Adobe focus on accessibility and support, make your training relatable and accessible. 3. Keep content updated: Regularly refresh training materials to reflect product updates and new use cases. 4. Feedback is golden: Continuously gather user feedback to improve and adapt the training program. Investing in customer education might seem like a secondary priority, but it’s a powerful tool that can drive growth, reduce costs, and improve customer satisfaction. Make it a central theme, not just a peripheral activity. 📘 Interested in how customer education can transform your business? Connect with us to learn how we can help you build a scalable education program that drives results. #CustomerEducation #CustomerSuccess #BusinessGrowth #BusinessTransformation

How do you balance what your customers NEED to know with what they SHOULD know? For anyone in customer education or scaled customer success, this is a common challenge. Especially if your business is fast-paced, with constant product releases, new content, and improving processes. While I would love to say that customers are equally excited about every product improvement, the reality is that each of us can only pay attention to so many things. Your customers have their own jobs, and your product is only a finite percentage of their working world. So - how do you make the most of that percentage? Firstly, it helps to have some ground rules around your NEED-to-know requests. This might be things like: → Only promoting Tier 1 & 2 product releases → More than X number of users must be affected → Configuring send limits in your email tool Governance like this helps keep the number of urgent requests in check and ensures you still have room in your customer’s awareness. Secondly, it helps to use customer data and feedback to find the most important SHOULD know items.  → Is there a key part of your platform that, when used, leads to higher retention?  → What part of the customer journey is at the most risk for adoption drop-off?  → Is there training content that can be leveraged to help a specific audience? By identifying a couple of focus areas, you make it easier for your team to start communicating proactive information. With both of these mindsets put into practice, suddenly you find yourself with more room to communicate the SHOULD know and more engagement with the NEED to know. #dcs #digitalcustomersuccess #customereducation #customermarketing

📢 Webinar Invitation: "Empower Your Customers Through Education" Hosted by MSX International - Join MSX International on April 25th 2pm (CET) for an enlightening webinar designed to transform your approach to customer engagement: “Empower Your Customers Through Education.” This session is essential for leaders, marketers, and educators seeking to deepen their understanding of the customer's learning journey and leverage this knowledge for business success. Exclusive insights on: 💡 The Unmapped Customer Learning Journey: Explore the nuances of how customers seek information and make decisions, shedding light on opportunities to guide and support their journey effectively. 💡 Effective Retail Strategies for Today's Market: Unveil tactics that blend education with customer experience, ensuring your retail strategies are aligned with consumer needs and behaviors. 💡 Overcoming Challenges in Customer Retention: Dive into the complexities of keeping your customers engaged and loyal in a competitive landscape. 💡 Elevating Customer Training: Discover how to design and implement training programs that not only educate but also enchant your customers, fostering a deeper connection with your brand. 💡 Adopting a Customer-Centric Approach: Learn how to put the customer at the center of every decision, from product development to marketing and service delivery. 💡 Delivering Real Value: Strategies for ensuring that every customer interaction is valuable, enriching your customers' experiences and bolstering your brand's value proposition. Why Attend? Hosted by MSX International, a leader in fostering innovative customer engagement strategies, this webinar promises to arm you with the tools and insights needed to educate and empower your customers effectively. By understanding and addressing the educational needs of your customers, you can enhance satisfaction, drive loyalty, and ultimately, achieve sustainable growth. 📆 Reserve Your Spot Today: Date: April 25th, 2pm to 2:45pm (CET) Host: MSX International Registration Link: https://lnkd.in/d4prNWWV Don’t let this opportunity to redefine your customer engagement strategy through education pass you by. “Empower Your Customers Through Education” is not just a webinar; it’s a stepping stone to creating lasting relationships with your customers. Join us and start your journey toward a more informed, empowered, and loyal customer base.

Investing in your customers PAYS OFF! Discover the power of customer education programs: https://lnkd.in/dUdHHXjT A strong customer education program can: ✅ Increase customer satisfaction ✅ Reduce churn rate ✅ Boost product adoption Did you know 87% of customers say they'd be more likely to do business with a company that invests in customer education? #customerengagement #learning #customerexperience #customersuccess #eLearning #LMS #LMSSoftware #LMSPlatform #Edtech

Today is a transformative moment for customer education and experience—Introducing LearnUpon and Planhat! 🤝 As companies strive to onboard, retain, and grow their customers, LearnUpon and Planhat are joining forces to empower customer experience teams in new and innovative ways. This strategy partnership allows businesses to blend powerful customer data with targeted, on-point education to drive customer #onboarding, #adoption, #retention, and long-term growth. Here’s why this is a game-changer: 🎯 Enhanced Customer Experience This partnership is designed to empower organizations to build a comprehensive customer experience ecosystem. With businesses increasingly adopting customer education initiatives, our collaboration enables them to meet key performance indicators in onboarding and retention—two critical areas that directly influence satisfaction and growth. 💡 Seamless Data Connection Together, LearnUpon and Planhat are enabling businesses to connect their solutions for seamless data exchange, automating the delivery of personalized education at every stage of the customer journey. By combining customer insights with education, we’re providing unprecedented visibility into the customer lifecycle, helping businesses to optimize engagement and outcomes. 📊 Results that Matter Through this collaboration, businesses can leverage customer education as a key driver for their goals, whether that’s retention or long-term customer success. Planhat’s customer data, paired with LearnUpon’s education solutions, will create powerful tools to help our clients meet—and exceed—their objectives. We’re excited about the future of customer education, and this partnership is just the beginning of a journey to help businesses excel in onboarding, retention, and growth. 🚀 Get all the details here 👉 https://lnkd.in/eigstkfY #CustomerEducation #StrategicPartnership #CustomerExperience #Growth #LearnUpon #Planhat #Innovation

Think customer education starts after the sale, with onboarding? Think again. The missing link is presales education that leads prospects to your door. How can you avoid common pre-sales customer education oversights? Read/watch/listen this mini-podcast, as our Lead Analyst John Leh compares notes with Nick Eriksen, Founder and CTO of Eurekos ▶ https://lnkd.in/gD6qmMts #customereducation #lms #cx #presales #marketing

🎯 Driving Product Adoption: Best Practices for Effective Customer Education in B2B SaaS Customer education is key to driving product adoption and ensuring long-term success. Here are some best practices for you to consider: 📝 Checklist - Create checklists to help users discover and activate core features. These can serve as a roadmap for users, ensuring they make the most of your product from the start. ✅ Onboarding tooltips - Drive feature adoption with contextual tips that guide users on how to use specific features effectively. 🤖 Interactive product walkthroughs - Provide step-by-step guidance through new features to help users understand and use them confidently thus making it easier for them to adopt and integrate it into their workflow. 🖥 In-app resource center - Offer a centralized resource within the product where users can access tutorials, FAQs, and other educational materials. 🈯 Localized content - Adapt your training materials to the language and cultural context of your target customers for better comprehension and engagement. By implementing these best practices, you can create a more engaging and effective customer education program, driving higher product adoption and customer satisfaction. Any other tips for educating customers for improving product adoption #customersuccess #customeradoption #onboarding #productadoption