eBook
How Customer Education and Support Can Solve Each Other’s Biggest Problems
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Amplify Customer Success Through Education
Your existing customers matter now more than ever before. What you need is a proven and scalable strategy to engage and retain customers. Customer Education can help.
Why COVID-19 Makes Customer Education Essential
Changed Learner Behavior
50 percent of organizations* indicate that their learners are spending more time engaged with training in light of COVID-19.
In-Person Training Moving to Online
With in-person training an impossibility, online education is imperative to ensure customers feel well-supported.
New Enablement Needs
Customer Education content can be repurposed to drive product and service enablement for internal teams.
The right investments in Customer Education can equip customers with the information and skills to achieve their business goals, and in turn, improve customer retention and promote expansion.
Improve customer health & increase retention
Build long-term revenue with lifetime customers and partners
- With the shift towards the Subscription Economy, the customer relationship is paramount. Companies must constantly work to maintain their customer base and focus on the overall customer relationship to drive renewals and expansions. For technology companies in particular, lifetime value is based on a strong foundation of active, engaged users who understand the value of your product and experience that value regularly.
- A strong Customer Education program promotes greater rates of retention and expansion, as well as lower churn rates. When customers understand how to continuously derive value from your product via training, they are more likely to renew their contracts and become more loyal over time.
Further Reading
Nintex Case Study
Digital Process Automation Leader Secures 150+% Higher ARR for Trained Customers
150%+ Higher ARR
on trained accounts
— Nintex
Scale Your Customer Success Team
Better support your growing customer base while maintaining training consistency
- In the early days, most Customer Success teams embrace a personalized approach for each customer. While this approach helps the team identify patterns and best practices, it’s not scalable as the business grows and the number of customers expands. As your customer base grows, you’re also likely to see diversity in terms of needs and future growth potential.
- The right investments in Customer Education can be a game-changer in your scaling efforts and set you up for sustained long-term success. By providing access to on-demand training, you can both support more customers and create a faster, more consistent onboarding process. In supplying your customers with the right content exactly when they are seeking it, you help build the customer relationship and pave the way for long-term customer success.
Further Reading
Qualia Case Study
Real Estate Software Firm Increases Customer Success Productivity by 30% with Customer Training Platform
30%+
improved internal team productivity
— Qualia
A Technology Platform for Customer Education at Scale
The Skilljar platform is designed to offer your team the utmost flexibility in creating or updating a training site that is specific to the educational needs of your students. By switching to Skilljar, you’ll get:
- A beautiful, customizable student interface that encourages learning consumption
- Powerful integrations with all of your business systems
- Great administrative experience that’s easy to learn and manage
- Built-in certification engine
- Comprehensive data and analytics
- Secure, reliable and scalable performance you can trust
- The best implementation services and support in the business
- Strategic partnership to help your program reach new heights
