Customer Education
Roberto Aiello: “Not every problem needs a course”
"We need a course for this.” That sentence shows up in every CE inbox sooner or later, and it’s usually said with the best intentions. A course feels…
Customer Education
Kristine Kukich: “When customer education works, tickets don’t go away”
Should ticket deflection really be a relevant success metric in customer education? It’s tempting to say “yes” because fewer questions indicate customers are better educated. And of course,…
Customer Education
The real reasons customer success doesn’t scale (and what to do about it)
Customer success teams don't fail because they lack effort. When executives say “our CS doesn’t scale” what they usually mean is this: we've hired smart people to answer…
Customer Education
Stop sending one-size-fits-all onboarding emails
Are your onboarding emails getting ignored? More often than not, the cause isn’t a dull subject line or poor timing. Onboarding emails often assume that all customers need…
Customer Education
Is your onboarding playbook costing you renewals? Here’s how to fix it.
Customer success teams spend weeks perfecting onboarding sequences, rehearsing demos, and building slide decks. They watch completion rates climb and feel satisfied. Then, six months later, those same…
Customer Education
How to fund a customer education academy (without asking for more budget)
You’re trying to build a business case for launching a customer academy and budget is naturally a part of the conversation. But once you ask for funds, it…
Customer Education
How to launch a customer academy on a lean CS team in 30 days
Your customer success team is running the same onboarding call for the fifteenth time this month. Support agents are not doing any better, replying to tickets they have…
Customer Education
Guide for CSMs: How to design a lifecycle learning framework
For most Customer Success teams, the official part of customer training looks like this: you run the kickoff, walk new users through setup, send a recap email, and…
Customer Education
How to create always-on customer training programs to scale customer success
Customer success professionals juggle onboarding and training, renewals, support escalations, and never-ending rounds of product updates. Every week, the same questions pop up, the same how-to emails get…
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…