Gainsight

FEBRUARY 23, 2024

At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. That’s why we’ve made significant investments in our own customer education program, Gainsight University. And the results speak for themselves.

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Gainsight

FEBRUARY 2, 2024

The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process. As a result, it’s common for these customers to quickly abandon new platforms. In short, customer training leads to customer retention.

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Gainsight

SEPTEMBER 26, 2023

For SaaS companies in 2023, it simply isn’t possible for Customer Success Manager (CSM) headcount to keep pace with business growth. That means self-service resources that guide customers through onboarding to fast value realization have become table stakes, for both low-touch and high-touch CS models. Let’s dive in.

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Gainsight

SEPTEMBER 22, 2023

Digital customer education has traditionally been tied to the post-sale stages of the customer journey—think onboarding and ongoing product adoption. Here’s how to win more business with digital customer education —and how it can help you stand out from the crowd in the increasingly complex business world.

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InMoment XI

APRIL 25, 2024

The benchmarks serve as a valuable tool for organizations looking to assess their reputational performance, set goals, make informed decisions, and drive continuous customer experience improvement. This can be done in a variety of ways, and you are going to need effective strategies that resonate with your customers.

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Financial Management 2024 Banking 260

ChurnZero

APRIL 5, 2022

This is a guest post by Paula Naba , director of Customer Success at Northpass. Did you know that 32% of customers stop doing business with a brand they love after only one bad experience? How about this: customer-centric companies are 60% more profitable than companies that don’t focus on customers.

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Help Scout

JULY 15, 2021

When thinking about education, most of us tend to think only about teachers and other administrative staff — frontline workers, so to speak. It makes sense; frontline educators are incredibly important and often underappreciated. In reality, the education ecosystem is like an iceberg: What you see is just a small fraction of the whole.

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Bill Quiseng

FEBRUARY 15, 2022

Don’t offer customer service training. And the job of employees is to serve to satisfy the customer. And the job of employees is to serve to satisfy the customer. The mission is to TAKE CARE of the customer. Instead, have customer service education. Your education is interactive and frequent.

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ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education, and most positive actions: a desire for change. The same principle applies to customer education.

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Webinar Customers Customer Journey Engagement 98

Gainsight

OCTOBER 10, 2023

These are the headline-grabbing use cases, but the rise of AI is trickling into other industries, including Customer Education. While still early in its evolution, AI is helping Customer Education teams create more impactful content with fewer resources. your goals should really come from your customers and team.

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Provide Support

MARCH 15, 2022

The post How to Provide Educational Customer Experience appeared first on Provide Support Blog.

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Customer Bliss

JANUARY 3, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. As we ease back into our regularly scheduled routines, I hope you’ve come back to work with a fresh and renewed attitude regarding customer-driven growth. Don’t Keep Your Customers in the Dark.

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CustomerSuccessBox

MAY 24, 2022

Especially in a subscription-based model, where customer retention is built into the business model, losing a customer shouldn’t be due to little or no understanding of how your product works for them. Hence it’s essential to incorporate a customer education program into your processes.

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Gainsight

JULY 11, 2023

By now, you’ve heard the big news (but just in case you didn’t): Gainsight acquired the leading Customer Education Platform Northpass. What comes to mind when you think about education? Whatever the case, one thing is for sure — education has a special meaning when it comes to Customer Success.

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CSM Magazine

JANUARY 20, 2022

When you think about customer service, it’s often tied to businesses that offer products and services to consumers. Be that as it may, customer service is an essential skill in most industries.Take education, for instance. The schools and staff provide a service to the customers (i.e., students and parents).

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CSM Magazine

MARCH 4, 2022

Delivering great customer service is essential in the education industry. According to expertwriting.org and common day-to-day experience, there is an increasing distrust of education, especially the public school system. One way schools and colleges can build trust is by providing a better customer experience.

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ChurnZero

APRIL 21, 2023

Has customer training become a full-time job for your CSMs? Instead of focusing on account churn risks and growth opportunities, CSMs spend their days demoing features, reciting answers to FAQs, and resending lost resources to customers. Enter digital customer education. Steve: You’re not alone in this concern.

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Comm100

MARCH 11, 2021

If you work in post-secondary education, you’ll know just how competitive an industry it is. Education institutions invest great amounts into enrolment strategies, particularly building personal connections with prospective students. Likewise, Western Governors University invested $1.3 Boost digital connections with live chat.

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Education Services Group

APRIL 28, 2020

Like many things in the world today, the role and purpose of education organizations inside companies is very dynamic. Once a stalwart of technology offerings, education departments were able to get by with producing quality content and scheduling courses to deliver that content for many years. Do I have a health index by subscriber?

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Document Customers Customer Success Sales 52

ijgolding

DECEMBER 16, 2015

As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of ‘annual cyclical’ questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning’s for the year. What exactly do I mean? Work as intended.

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Customer Experience Definition Customer Centricity Hospitality 59

Totango

NOVEMBER 14, 2019

It defines how you and your customer communicate, establish common goals, and begin the customer journey. Above all, it is an educational process. You want to teach your customers how to integrate your product into their daily workflows as quickly and thoroughly as possible. Why Onboarding Matters. Standardized Practices.

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Customers Customer Journey Demo Definition 64

Education Services Group

DECEMBER 11, 2020

I recently hosted an industry session for training and education professionals working inside the technology sector at the virtual TSIA Interact. The attendees have responsibility for understanding, creating and delivery on the education needs of their thousands of end customers. Both big and small companies were represented.

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Gainsight

JULY 11, 2023

By Steve Cornwell, July 11, 2023 This morning, we announced that Gainsight acquired Northpass in the most exciting moment in my 20 years of company building and the most defining moment in the history of Digital Customer Education. I want to share how this acquisition came together and what it means for our customers and industry.

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Customers That Stick

JANUARY 12, 2015

Today we are releasing our new guide to customer service and customer experience higher education programs. I have a Certificate in Customer Experience from the Center for Services Leadership at Arizona State University. We believe this is a first-ever attempt to catalog and collect these programs in one location.

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CustomerSuccessBox

OCTOBER 19, 2021

Your goal as a business is to reduce churn, increase customer retention, product adoption, and aim for customer success. The underlying theme for all of these is customer education. Research by TSIA shows that customer education can immensely enhance your retention. What is customer education?

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Consulting Customer Success Net Promoter Score Management 52

CSM Magazine

APRIL 21, 2023

Marketing is only one small piece of the puzzle when it comes to a successful business and connecting with your customers. That’s why you need to start thinking outside of traditional marketing and instead focus on educating your audience so they can truly understand how your product or service fits into their lives.

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Education Services Group

MARCH 13, 2020

Ignoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Trained customers see 135% increase in product usage. Education within the customer lifecycle.

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Customer Success Metrics Customers Customer Journey 52

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

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Culture Customer Centricity Customer Journey Feedback 378

inSided

SEPTEMBER 4, 2020

In our recent webinar with Skilljar and joint customer Glint—or Glint’s Customer Empowerment team, we discussed how combining an online customer community platform and a Customer Education program can deliver serious value for B2B SaaS companies in the form of increased customer engagement and brand advocacy.

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Engagement Webinar B2B Customers 52

Up Your Service

OCTOBER 25, 2016

Many companies provide customer service training for some or all of their employees. To address this gap and answer this question, we must understand the difference between customer service training and actionable service education. Let’s start with customer service training. First, consider the word “training”.

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Customer Service Training Customer Service Culture Customers 110

ChurnZero

NOVEMBER 18, 2021

Customer education is why I live in a jungle. So, how does this relate to customer education? What inspired me to improve my gardening skills is the same catalyst that inspires customer education and most positive action: a desire for change. The same principle applies to customer education.

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Webinar Customers Customer Confidence Retail 52

InMoment XI

APRIL 24, 2024

From swift resolution of customer issues to optimizing operational efficiency, our software empowers you to achieve better outcomes more efficiently. This capability empowers you to elevate customer experiences on a global scale. Those aiming to elevate their digital transformation journey are embracing integrated customer experiences.

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Strikedeck

DECEMBER 18, 2020

Vincent Manlapaz, in an interview with Steve McDougal as he shares his insights on why relationships are won or lost during key moments.

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Customer Bliss

NOVEMBER 21, 2017

Have you ever thought about the end-to-end customer experience of a student in higher education? From interfacing with the admissions department to the platforms used to register and access school resources – the overall customer and user experience impacts a student’s success and perception of the program.

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