Customer Education
The real reasons customer success doesn’t scale (and what to do about it)
Key takeaways Customer success doesn't scale when knowledge lives in individual conversations rather than reusable systems. The core problem is inconsistent onboarding, content that can't keep pace with…
Customer Education
Stop sending one-size-fits-all onboarding emails
Key takeaways One-size-fits-all onboarding emails fail because they ignore differences in customer maturity, use case, role, industry, and learning preferences. Replace linear email sequences with self-directed learning pathways…
Customer Education
Is your onboarding playbook costing you renewals? Here’s how to fix it.
Key takeaways Adoption stalling after a few months, supports tickets surging, and low activation and feature usage are signals your onboarding playbook is broken. Outdated, static, and one-size-fits-all…
Customer Education
How to fund a customer education academy (without asking for more budget)
Key takeaways Most of the funding you need to launch a customer education academy is already there. You just need to make leadership see it. Reframe the conversation…
Customer Education
How to launch a customer academy on a lean CS team in 30 days
Key takeaways A focused four-week roadmap can help you build a customer education academy that delivers results even if you are a lean team. Identify your most urgent…
Customer Education
Guide for CSMs: How to design a lifecycle learning framework
Key takeaways A lifecycle learning framework is a structured system that maps educational content to specific stages of the customer journey. It reduces support volume, saves CSM time,…
Customer Education
How to create always-on customer training programs to scale customer success
Key takeaways Always-on customer training shortens time-to-value, reduces support volume, and gives CSMs their time back. For a successful always-on support layer, map training to the customer journey,…
Customer Education
How to build a customer education program from start to finish
When it comes to attracting, engaging, and retaining customers, customer education stands out as one of the most effective and long-term solutions. By integrating a customer education program…
Customer Education
How to choose a customer success LMS that pays off
Customer success teams are under pressure to speed up onboarding, drive product adoption, and prove their impact on NRR without growing the budget. That’s why LMS platforms are…
Customer Education
How to build a community-led academy to boost product adoption
“If you want adoption, start with belonging.” That was the argument from Alexander Aidun, Director of Education & Documentation at Dremio, in conversation with Brett Hamilton, Customer Success…
Customer Education
Start here: three repeatable customer success processes to automate for impact
Customer success work takes a toll on you. You’re dealing with back-to-back calls, replying to repeat questions that could have been avoided, and constant pressure to prove you’re…