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November 30, 2023
Director of Customer Success
Strategy on Customer Education is important but so is the Execution, and that is where Playbooks come in. Zooming out on each phase of the Customer Journey and deciding how Customer Education should work for each phase (Onboarding, Adoption, Support & Expansion) is Key.
do you think playbooks have a part to play when it comes to customer education
I think they absolutely do I think playbooks are really synonymous with customer outcomes and you know what kinds of um impact you want to drive from an Roi perspective internally as well as externally and so um I think there absolutely is some Synergy there between education strategy playbooks
how can businesses utilize playbooks to Target customer education across all the stages for example onboarding or adoption advocacy
targeting that education is a really critical piece of that overall customer education journey and strategy um you really want to be looking at you know what problem are we solving for our customers what do I want the customer to do what does the customer want to do within the application and kind of meeting in the middle for on both sides um and then you combine that with you know the the the challenges that I was sharing earlier about customers now need a way to continuously on board regardless of time zones and schedules they want to train their teams effectively to adopt the system on an ongoing basis they do want to manage turnover retraining of new hires and then also getting return on investment with their technology earlier too right so there’s a lot of different things at play um in that in that landscape so I think zooming out of that and looking at it from where on the customer Journey does this fit going back to that topic and then how does each piece leverage customer education and when you look at it from those four components right you have onboarding you have adoption you have support and then you have expansion those four buckets are those playbooks that you can start building out more effectively from proactive support let’s be predict predictive about where they might be getting stuck to expansion and increasing the number of use cases for their usage those are great lwh hanging fruit that you can see look at it from a Playbook perspective
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February 23, 2024
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