The other day I was lucky enough to participate in a webinar about customer education.
I was really excited to hear from Vicky Kennedy CEO of Echtus who’s a real expert in this field and Panos Siozos CEO of LearnWorlds.
They both had some seriously insightful things to say.
Ready to level up your customer education game? 💥 LearnWorlds is the platform to do it. Check out what it can do!
The Power of Customer Education: It’s Not Just About Content
Ready to level up your customer education game? 💥 LearnWorlds is the platform to do it. Check out what it can do!
We’ve all heard it before – customer education customer enablement product training they all mean pretty much the same thing.
It’s about equipping your customers with the knowledge they need to get the most out of your products and services.
But it’s gone way beyond just basic product tutorials.
It’s evolved into a powerful strategic tool that can significantly impact a company’s success.
The main takeaway I got from the webinar was that customer education isn’t just about throwing content at your customers.
It’s about creating a cohesive program that aligns with your overall business goals.
Vicky emphasized that you need to be strategic targeted and analytical to see real results.
The Six Dimensions of a Killer Customer Education Strategy
Vicky broke down a successful customer education strategy into six key dimensions:
1. Business Alignment: Your North Star
This is the foundation of everything.
You need to know exactly what you want to achieve with your customer education program.
Are you looking to boost retention? Increase product adoption? Drive sales? Whatever your goals are your education program needs to be designed to support them.
It’s like having a clear roadmap for where you want to go.
2. Audience Segmentation: Knowing Your Customers
Think about the different types of customers you have.
What are their needs motivations and challenges? Do they have any prior knowledge of your products or services? Understanding your audience is crucial for creating effective and engaging content.
3. Content Strategy: Delivering Value
This is where you start building the actual content.
You need to develop a strategy that aligns with your business goals and caters to your audience’s needs.
Make sure your content is relevant engaging and easy to understand.
And remember sometimes it’s better to build upon existing resources instead of starting from scratch.
4. Program Delivery: Choosing the Right Channel
How will you actually deliver your education program? There are tons of options available including instructor-led training self-paced online courses webinars and even interactive simulations.
Choose the delivery method that best suits your audience and your program goals.
5. Education Marketing: Getting Your Customers Onboard
Your marketing strategy plays a huge role in getting people to sign up for your program.
Think of it like this you can create the most amazing content but if you don’t let people know it’s out there they won’t benefit from it.
You need to market your program effectively emphasizing the value it provides to your customers.
6. Measuring Impact: Proving the Value of Your Program
You can’t just assume your customer education program is working.
You need to be able to track your progress and measure its impact on your business.
This is where a robust measurement framework comes in.
Measurement Matters: Proving the Value of Customer Education
Vicky introduced a framework that ties leading and lagging metrics together to demonstrate the ROI of customer education.
This is crucial especially when pitching your program to stakeholders.
Leading Metrics: Understanding Engagement
These metrics give you a good sense of how engaged your customers are with your program.
Things like completion rates quiz scores and attendance numbers are easy to track and offer insights into how well people are interacting with your content.
Lagging Metrics: Measuring Real-World Impact
While engagement metrics are important they don’t tell the whole story.
You need to go beyond the basic engagement to measure the real impact of your program on your business.
This is where lagging metrics like Net Revenue Retention (NRR) come in.
They show you the direct impact of your program on revenue which is something that’s easy for stakeholders to understand.
Connecting the Dots: A Case Study
Let’s imagine you have an “Enterprise Product Adoption” program aimed at boosting product adoption and stickiness amongst your B2B customers particularly those in the Enterprise segment.
Your goal is to demonstrate the program’s impact on NRR.
You can measure learning through quiz scores but you also need to track behavior – what’s actually changing in customer behavior?
This is where the connection between metrics becomes crucial.
High quiz scores should translate into increased product utilization which ultimately leads to higher NRR.
By showing this clear connection you can make a strong case for the value of your program and even request more resources for it.
The Power of a Great Customer Education Platform
Of course all this strategic thinking and planning needs to be backed up by the right tools.
A good customer education platform can make a world of difference.
Here are some features to look for:
- Engagement and Community: This is about fostering interaction and collaboration among your learners. Think forums chat groups and live Q&A sessions.
- AI Assistance: An AI assistant can personalize the learning experience and provide just-in-time support when needed.
- User Management: This is about segmenting your learners and delivering a more personalized experience.
- Branding and Customization: A good platform lets you customize the look and feel to match your brand identity.
- Mobile App: Make your program accessible to everyone anytime anywhere.
- Monetization Options: If you want to turn your customer education into a revenue stream you need the right tools. Think about selling certification programs or offering premium content.
LearnWorlds is an excellent choice for customer education offering a wide range of features from advanced AI to built-in content authoring tools and even a white-label website builder.
It also provides a ton of options for user management and monetization.
The Bottom Line: Customer Education is a Game Changer
Customer education is a valuable investment and when done strategically it can transform your business.
By focusing on the six dimensions of a successful strategy measuring your progress and selecting the right platform you can unlock the full potential of customer education and drive real results.
Ready to level up your customer education game? 💥 LearnWorlds is the platform to do it. Check out what it can do!