CELab: The Customer Education Lab - podcast cover

CELab: The Customer Education Lab

CELab•customer.education
Technology
Business
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CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
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Episodes

Episode 44 - Chip Ramsey - Start with Science

In this episode we talk with Chip Ramsey – Founder and CEO of Intellum and one of the early pioneers in our field with the first ever platform for Customer Education.  We talk about the transition to creating a great platform and how Chip says to “start with science” to make amazing material that helps both your customers and your business. Many Customer Education Professionals may know Intellum as the platform that powers incredible customer and partner education and...

Aug 25, 2020•51 min

Episode 44 - Chip Ramsey - Start with Science

In this episode we talk with Chip Ramsey – Founder and CEO of Intellum and one of the early pioneers in our field with the first ever platform for Customer Education. We talk about the transition to creating a great platform and how Chip says to “start with science” to make amazing material that helps both your customers and your business. Many Customer Education Professionals may know Intellum as the platform that powers incredible customer and partner education and customer experience programs...

Aug 25, 2020•51 min

Episode 43 - Mailbag - Part 2 - Where Does Customer Education Belong?

Part 2 of our Customer Education Mailbag episode continues the conversation with our listeners.  How do Content Developers become more self-sufficient with their LMS? How many people can we expect to join a new program? Where does Customer Education Belong? Listen in to find out! This podcast and website are not about our opinions and perspectives.  We focus on our community of Customer Education professionals.  All of us are learning and growing from the experiences we have helpi...

Aug 05, 2020•45 min

Episode 43 - Mailbag - Part 2 - Where Does Customer Education Belong?

Part 2 of our Customer Education Mailbag episode continues the conversation with our listeners. How do Content Developers become more self-sufficient with their LMS? How many people can we expect to join a new program? Where does Customer Education Belong? Listen in to find out! This podcast and website are not about our opinions and perspectives. We focus on our community of Customer Education professionals. All of us are learning and growing from the experiences we have helping learners unders...

Aug 05, 2020•45 min

Episode 42 - Customer Education Mailbag - Part 1

Early listeners will remember that we used to do a segment on the show called “Customer Education Mailbag” where we would answer a quick question at the end of the episode, usually unrelated to the main topic.  We’re finally brushing the dust off all those envelopes and open some of the letters that have been coming in. We actually asked our listeners to record their questions, so listen into this episode to hear it in their own voices! We hope to do this periodically, so if you want to sen...

Jul 24, 2020•46 min

Episode 42 - Customer Education Mailbag - Part 1

Early listeners will remember that we used to do a segment on the show called “Customer Education Mailbag” where we would answer a quick question at the end of the episode, usually unrelated to the main topic. We’re finally brushing the dust off all those envelopes and open some of the letters that have been coming in. We actually asked our listeners to record their questions, so listen into this episode to hear it in their own voices! We hope to do this periodically, so if you want to send in y...

Jul 24, 2020•46 min

Episode 41 – Intellum and Forrester show how to Increase Revenue and Improve Customer Retention Through Customer Education Programs

Our next “State of the Industry” report review comes from Forrester and Intellum with their 2019 paper: “Increase Revenue and Improve Customer Retention Through Customer Education Programs”. This report differs from previous ones in that it focuses on how Customer Education programs can contribute to revenue and customer retention. Customer Education is growing, driving a measurable impact in bottom-line revenue, customer retention, and support costs.

Jul 07, 2020•35 min

Episode 41 – Intellum and Forrester show how to Increase Revenue and Improve Customer Retention Through Customer Education Programs

Our next “State of the Industry” report review comes from Forrester and Intellum with their 2019 paper: “Increase Revenue and Improve Customer Retention Through Customer Education Programs”. This report differs from previous ones in that it focuses on how Customer Education programs can contribute to revenue and customer retention. Customer Education is growing, driving a measurable impact in bottom-line revenue, customer retention, and support costs....

Jul 07, 2020•35 min

Episode 40 - Skilljar - 2020 Customer Education Benchmarks and Trends Report

In this episode we look at Skilljar’s 2020 Customer Education Benchmarks and Trends report. This report is one of the most comprehensive to-date featuring insights from over 250 customer and partner education teams. Come listen to our response to this report’s insights related to COVID-19 impacts, budgets, target audiences, training formats and engagement, completion rates, monetization strategies, and more!

Jun 30, 2020•1 hr

Episode 40 - Skilljar - 2020 Customer Education Benchmarks and Trends Report

In this episode we look at Skilljar’s 2020 Customer Education Benchmarks and Trends report. This report is one of the most comprehensive to-date featuring insights from over 250 customer and partner education teams. Come listen to our response to this report’s insights related to COVID-19 impacts, budgets, target audiences, training formats and engagement, completion rates, monetization strategies, and more!...

Jun 30, 2020•1 hr

Episode 39 - Thought Industries - 2020 State of Customer Training Report

In this episode we react as we discover that “only 14% of respondents believed that their customers were adequately trained.” Join us as we break down a report from Thought Industries and Claire Schooley (formerly of Forrester Research) that gives us an eye into what training professionals really think about the State of Customer Training in 2020.

Jun 23, 2020•20 min

Episode 39 - Thought Industries - 2020 State of Customer Training Report

In this episode we react as we discover that “only 14% of respondents believed that their customers were adequately trained.” Join us as we break down a report from Thought Industries and Claire Schooley (formerly of Forrester Research) that gives us an eye into what training professionals really think about the State of Customer Training in 2020.

Jun 23, 2020•20 min

Episode 38 - The State of Education Services 2020 - Part 1

In this episode we kick off a new series that focuses on “The State of Customer Education” in 2020. We take a deep dive into Maria Manning-Chapman’s report for the Technology Services Industry Association, or TSIA.

Jun 16, 2020•39 min

Episode 38 - The State of Education Services 2020 - Part 1

In this episode we kick off a new series that focuses on “The State of Customer Education” in 2020. We take a deep dive into Maria Manning-Chapman’s report for the Technology Services Industry Association, or TSIA.

Jun 16, 2020•39 min
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