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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Customer Success How To Self Service Course 52

Provide Support

MARCH 15, 2022

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

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Customer Experience How To Customers Tips 97

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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Chief Customer Officer Video Course Social Media 170

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.

Competitive Advantage 52

Competitive Advantage Leadership NPS Sales 52

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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Customer Success Customers Customer Centricity CRM 98

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 Banking Insurance 260

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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Tips Self Service Customer Service Training 115

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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Customer Service Training Training Customer Service Loyalty 78

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.

Self Service 52

Self Service Training Course Customers 52

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.

Self Service 98

Self Service Software Knowledge Base Resources 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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Course How To Healthcare Transportation 52

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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ijgolding

JANUARY 4, 2017

When it comes to the world of Customer Experience, business people and Customer Experience Professionals all around the world will be thinking of and dreaming about, a more customer centric 2017. Education, education, education! This year, rather than looking backwards, I have chosen to look forwards.

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Customer Experience Customer Centricity Customers Government 148

Blake Morgan

JUNE 6, 2023

That’s the reality for customers of some of the world’s leading beauty brands, thanks to an innovative digital strategy that combines technology and the human touch. Popatia says one of the biggest industry changes in the last few years has been the growing interest in education.

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Brands Loyalty Programs Innovation Connections 52

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?

Customer Journeys 52

Customer Journeys Course Training Customers 52

Michelli Experience

SEPTEMBER 6, 2018

Assuming you have developed a customer journey map based on a core segment persona, you are likely expecting that this design tool will help you improve the experience you deliver to this customer group. To maximize the effectiveness of a persona-based journey map, you must do three things well – validate, educate, and activate.

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Customer Journeys Infographics Groups Customers 100

Vonage

MARCH 8, 2016

Back this vision up with customer service education and other measures and you can transform your business for the better. This vision can serve as a guiding light for customer service education and to focus your efforts now and in the future. It provides a platform on which to build customer service education programs.

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Customer Service Airlines Transportation Travel 120

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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Help Scout

SEPTEMBER 28, 2023

Using the Help Scout and Jira integration helps Panorama Education's Client Success, Product, and Engineering teams stay on the same page. Read the full article

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Customers 52

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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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

inSided

SEPTEMBER 7, 2022

Now, we dive into how community, customer education and predictive analytics fuels customer empowerment. It's the third post of our Pulse 2022 blog series! First, we covered why community needs a seat at the table and the shared mission between Community and CS.

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Analytics Customers 52

inSided

DECEMBER 3, 2021

In Episode 16 of The inSide Scoop on Customer Success, we tackle a very important topic: Building a Community Strategy with Customer Education. Listen in as our VP of Customer Success and podcast hostess with the mostess, Anika Zubair, talks to Adam Ballhaussen , Director of Customer Education at Docebo.

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Strategy Customer Success Customers 52

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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Tips Customer Service Handbook Customer Service Training 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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Social Media Engagement Video Entertainment 52

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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Training Customer Success Metrics Customers 52

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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Meeting Customers Customer Journeys Software 64

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 B2B Customers Customer Engagement 52

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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Leadership B2B Competitive Advantage CRM 40

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.

Self Service 52

Self Service How To Software Knowledge Base 52