Sarah Nell-Rodriquez’s Post

💼 Empowering Customers Through Education: A Core Principle of Customer Success 💼 📚 Educating customers is one of the most powerful ways to drive long-term success. Here’s how my team prioritizes education to empower and support customers: 👩🏫 Customized Training: We go beyond basic onboarding by offering tailored training sessions that focus on each customer’s unique needs and use cases. By aligning our training to their specific goals, we help ensure they’re set up for success from the start. 📊 Data-Driven Insights: Regularly sharing insights and data about how they’re using the product allows customers to optimize their approach. When they understand how to leverage the full potential of our solution, they’re better equipped to achieve their desired outcomes. 🌍 Community Building: Bringing customers together through webinars, user groups, and knowledge-sharing forums allows them to learn from each other. These connections foster a sense of community and provide valuable peer-driven learning opportunities. 💡 One Example: We recently worked with a client who was struggling to increase team engagement with our platform. By tailoring training to their team’s workflow and sharing industry benchmarks, we helped them see measurable improvements. This not only solved their issue but also empowered them to continue optimizing their usage independently. 🔑 Key Takeaway: Education isn’t just an add-on; it’s a core component of Customer Success. Empowering customers with knowledge helps them grow, solve challenges, and maximize the value of their investment. #CustomerEducation #CustomerSuccess #Empowerment #ClientGrowth #CSM

Yes to all of this! 🙌 And I’d add always thinking about scalability. How does our content and the way it’s structured and organized serve our customers (and our organization) as we grow? How can we create content that will last and can be utilized for different purposes, clients, etc.?

🚀 Customer Education Weekly Highlights 🚀 Welcome to another edition of Customer Education Weekly! If you're passionate about Customer Education, Instructional Design, Customer Success, and Marketing, you're in the right place. Here's a quick roundup of the latest must-reads, events, and insights from our amazing community. Subscribe to the newsletter here: https://lnkd.in/dywC4XCd 🔗 Top Articles & Resources: 1. ChurnZero: How to Scale a Customer Education Program with a Small Team 2. Thinkific: Customer Education: Benchmarks and ROI Report 3. Skilljar: Drive Product Adoption and Prevent Customer Churn 💬 Community Voices: - Vicky Kennedy dives into the importance of curriculum. - Blair Mishleau is making you 2% better by improving your psychological safety. 📅 Upcoming Events: - July 23-24: 2024 Worlds of Learning Summit - July 24: Roundtable: Scaling Education Programs - July 25: Transform SaaS Onboarding: Effective User Adoption Strategies for CS Teams 🎙️ Podcasts: - CELab: Lila Krutel Meyer Meyer – From Vanity Metrics to ROI: How Gainsight is Connecting Education to Business Impact - The Digital CX Podcast: Future Proof your Teams and Career with Rod Cherkas of HelloCCO - The Talented Learning Show: Proving the Business Impact of Customer Education Join the conversation, share your insights, and let us know about your upcoming events. Together, we can elevate the Customer Education community! Peace, love, and a whole lot of happiness, Joe #CustomerEducation #InstructionalDesign #CustomerSuccess #CustomerMarketing #Community #LearningAndDevelopment #AI #EdTech

🚀 Steal My Customer Education Strategy 🚀 When I think of the #CustomerEducation community, two words immediately come to mind: collaborative and open. Whenever I log into LinkedIn, I’m inspired by everyone’s willingness to share their ideas, best practices, and frameworks—many of them have made their way into our strategy at Gainsight. So, to keep that collaboration going, I want to share the strategy my team and I use to keep Gainsight University (GSU) humming on all cylinders. 🔑 Consistency and Maintenance is Key We're ALWAYS adding—and updating—courses to reflect the evolving nature of our products and the overall industry. Our goal? Update and/or add 4 to 6 courses a month. Not only does this steady stream of content make sure GSU stays current, but it keeps our learners engaged and coming back for more. It’s a win-win. 👥 Cater to Multiple Personas We know people come to GSU for different reasons, which is why we offer courses and content catering to different learning needs. Want to learn more about Gainsight Customer Success? There are courses for that. Trying to improve your report building skills? GSU has you covered. If you have the bandwidth to create courses for different use cases—do it! You’ll end up with an academy that becomes the go-to resource for a broader audience (which makes it easier to maintain leadership buy-in). 💡Always Opt for Interaction While there’s certainly a time and place for passive content, we almost always opt for its interactive counterparts—think quizzes, tutorials, and practical exercises—to ensure our learners retain and apply the knowledge in their day-to-day lives.  🛤️ Learning Paths Are a Must Learning paths are the backbone of GSU. Why? Because they strategically guide our learners through a journey tailored to their unique goals and needs. Said another way, they help ensure our learners are achieving the intended outcomes of our courses. 📊Analytics-driven Decisions I have no problem admitting that I don’t know what I don’t know. What courses in GSU are helping our learners? Which ones are falling short? I get these answers by monitoring and analyzing our course performance and evolving our strategy in real-time to ensure we’re delivering maximum impact. That’s the core of our customer education strategy at Gainsight. Do these resonate with you? How does your strategy differ from ours?

I’m back! And here are my words: Learn, Align, Test, and Plan. Those were my focus during my first 90 days as Director of Customer Education at VAST Data, building out a new Customer Education function for the business. Here’s what was involved in each of those words in my journey in case it’s helpful… “Learn” really looked more like a scavenger hunt— looking for things that already existed and needed to be found, and those that still needed to be built. No SOP for that? No problem. Adding it to my list, etc. Internal training already built for something I’ll need to do external training on? Amazing— adding it to my artifacts. “Align” looked like summarizing the observations from my scavenger hunt and sharing them with others to check for accuracy. It also looked like being open-handed with the way I’ve been accustomed to approaching processes or tools, and matching my environment. I learned new tools and brought tools with me (NotebookLM has especially been a game changer) “Test” meant I could take on any customer training already in play, both to free up team members and also to find out how things worked when we had something to deliver. This was a great way to discover what was important to prioritize. Sometimes there isn't a great process for something but it doesn't have a big impact. Other times, a little gap causes a lot of disruption. You can't know until you test. “Plan” was about getting a clear strategy and roadmap from all this other work I was also doing. For my context that meant thinking about what I needed to measure and how to set this up, and what big rocks over the next 3-6 months I needed to move. In my experience of the many plot twists in tech, for a new program all you can do is plan 6 months out and future-proof decisions the best you can. These words gave me me enough of a guiding light, and came through Customer Education mentoring conversations with Dave Derington. What about anyone else who’s built out a customer education program? Any guiding words you used? I’ve been on a break from LinkedIn but I’m dipping my toes back in. I love getting to learn from the community on here! #customereducation

🚀 Customer Education Weekly Highlights 🚀 Welcome to another edition of Customer Education Weekly! If you're passionate about Customer Education, Instructional Design, Customer Success, and Marketing, you're in the right place. To see everything, subscribe to the newsletter here: https://lnkd.in/dywC4XCd Here's a quick roundup of the latest must-reads, events, and insights from our amazing community: 🔗 Top Articles & Resources: 1. Kathleen Kenny: Measuring the Value and ROI of Your Customer Education Program 2. Intellum: How to Make a Customer Education Business Case 3. Echtus: Customer Education’s Missing Link: The Program Manager 💬 Community Voices: - Gainsight is offering 2-for-1 tickets to Pulse Europe until July 1 - Neel Balar gives 5 tips on using video during customer onboarding - Lila Krutel Meyer shares her CE strategy on leveraging your customers’ expertise 📅 Upcoming Events: - June 24: Intellum Roundtable: Metrics & Measurement - June 26: Using AI to Create Quality Instructional Videos - June 27: CE Beers EMEA, Gaining Buy-In: How to Market Your External Training Program Internally 🎙️ Podcasts: - Customer Ed Nuggets: How to Syndicate Learning Content - The Digital CX Podcast (formerly Digital Customer Success Podcast): AI-Powered Customer Success & Predictive Analytics with Arun Balakrishnan and Preetam Jinka - SaaS Therapy: Move on from Vanity Metrics with Dave Derington, Co-Founder @CELab Join the conversation, share your insights, and let us know about your upcoming events. Together, we can elevate the Customer Education community! For even more Customer Education highlights, subscribe to the newsletter here: https://lnkd.in/dywC4XCd Peace, love, and a whole lot of happiness, Joe #CustomerEducation #InstructionalDesign #CustomerSuccess #CustomerMarketing #Community #LearningAndDevelopment #AI #EdTech

🚀 Customer Education Weekly Highlights 🚀 Get the full newsletter here: https://lnkd.in/dywC4XCd Welcome to another edition of Customer Education Weekly! If you're passionate about Customer Education, Instructional Design, Customer Success, and Marketing, you're in the right place. Here's a quick roundup of the latest must-reads, events, and insights from our amazing community: 🔗 Top Articles & Resources: 1. WorkRamp: How to Make a Training Module For Online Learning (2024 Guide) 2. CloudShare: Knockout! Customer Education Boosts Revenue and Cuts Costs 3. LearnWorlds: 10 Warning Signs You Need a Customer Education Program ASAP 💬 Community Voices: - Karessa Parish defines Digital Customer Success. - Matt Wood is challenging you to improve your knowledge base. - Bloomreach Academy dives into the neuroscience of learning. 📅 Upcoming Events: - July 10: The Power of Customer Education to Drive Growth - July 11: Developing Human-first Learning Content - July 18: Optimizing Reach: How to Market Your External Training Program to Learners 🎙️ Podcasts: - The Digital CX Podcast (formerly Digital Customer Success Podcast): Transformative Digital Experiences through AI and Customer Education with Eric Mistry of Contentsquare Join the conversation, share your insights, and let us know about your upcoming events. Together, we can elevate the Customer Education community! Peace, love, and a whole lot of happiness, Joe #CustomerEducation #InstructionalDesign #CustomerSuccess #CustomerMarketing #Community #LearningAndDevelopment #AI #EdTech

My learning progress in the Empower Her Community bootcamp; Customer Success Management Track! Week 2 gave an introduction to customer success fundamentals, I learnt about the customer's journey and the stages involved in the customer's journey. A customer journey map is a roadmap of all the interactions and experiences that a customer has with a business or brand, before, during and after a purchase. There are 5 stages of the customer's journey map 1. Awareness 2. Consideration 3. Purchase 4. Retention 5. Advocacy. Every stage is important as it helps the brand analyse the customer needs and the best way to guarantee the customer's satisfaction. My amazing Tutor Gloria Michael (CCSM) challenged us to come up with a Customer journey map. As a mom of 2 young beautiful daughters who are very active (I can't keep up with their truckload of energy😭) I'm always looking for ways to keep them engaged and kid's learning apps is one way I do that. This is my journey as a Customer looking for an Educational App for my 2kids. #letsconnect #customersuccess “#EHCNTBootcamp2.0”, “#EHCNTBootcampparticipant” “#EHCNTBootcamp”

As someone passionate about delivering exceptional customer experiences, I'm always on the lookout for courses that can enhance my skills. Recently, I completed the "Essential Customer Success" course on Udemy. Here are a few highlights from the course that I found incredibly valuable: 1️⃣ Comprehensive Content: The course covers all aspects of customer success, from understanding customer needs to implementing strategies for long-term success. It's a comprehensive guide that caters to both beginners and experienced professionals. 2️⃣ Practical Insights: The instructors share real-world examples and practical insights that helped me gain a deeper understanding of customer success principles. I could immediately apply what I learned to my role and see positive results. 3️⃣ Engaging Format: The course is well-structured and engaging, with video lectures, quizzes, and downloadable resources. The pacing is just right, allowing for a thorough learning experience without feeling overwhelmed. #CustomerSuccess #ProfessionalDevelopment #UdemyCourse