Photo by Gabriel Bassino on Unsplash In 2019 we did our first “pause and reflect” style episode over the holidays, which was one of our top five episodes of all time . With this episode we, once again, let loose and do a “fun” episode to close out the year and start off the new one. And after this year, we definitely need to let loose a bit! To bridge the end of 2020 and the beginning of 2021, we’re going to continue our tradition of asking what music and art can teach us about Custo...
Jan 08, 2021•1 hr 6 min
Photo by Gabriel Bassino on Unsplash In 2019 we did our first “pause and reflect” style episode over the holidays, which was one of our top five episodes of all time . With this episode we, once again, let loose and do a “fun” episode to close out the year and start off the new one. And after this year, we definitely need to let loose a bit! To bridge the end of 2020 and the beginning of 2021, we’re going to continue our tradition of asking what music and art can teach us about Customer Educatio...
Jan 08, 2021•1 hr 6 min
On October 6th, we presented – live – at Thought Industries’ COGNITION 2020 . This was a great event with many leaders from our Customer Education category. In this recording we unveil our Customer Education Manifesto . This is composed of six guiding principles that we believe can help Customer Success organizations strategically accelerate account and user growth. Most Customer Success organizations know, or soon discover, that acquiring customers is hard. But retaining those...
Dec 10, 2020•59 min
On October 6th, we presented – live – at Thought Industries’ COGNITION 2020 . This was a great event with many leaders from our Customer Education category. In this recording we unveil our Customer Education Manifesto . This is composed of six guiding principles that we believe can help Customer Success organizations strategically accelerate account and user growth. Most Customer Success organizations know, or soon discover, that acquiring customers is hard. But retaining those hard-won customer...
Dec 10, 2020•59 min
Photo by Guillaume de Germain on Unsplash In this episode, we’re celebrating some milestones from CELab! First, we are celebrating two amazing years of working out loud. We kicked off our very first episode, “ Getting Started with Customer Education ” on November 11th, 2018. Like many of you who have found yourselves here – in this field and listening to this podcast – we dove in head first and in – understanding isn’t necessarily where you have to begin Bill ...
Nov 25, 2020•1 hr 16 min
Photo by Guillaume de Germain on Unsplash In this episode, we’re celebrating some milestones from CELab! First, we are celebrating two amazing years of working out loud. We kicked off our very first episode, “ Getting Started with Customer Education ” on November 11th, 2018. Like many of you who have found yourselves here – in this field and listening to this podcast – we dove in head first and in – understanding isn’t necessarily where you have to begin Bill Cushard , the host of Helping Sells ...
Nov 25, 2020•1 hr 16 min
Photo by Chris Montgomery on Unsplash This is the time of year where we see conferences like DevLearn (which we spoke at last year), The Guild’s Learning Conference, and this year, for the first time ever, we had a three-week run of Customer Education conferences! Now, these were all online conferences since we’re in the midst of Covid-related travel and gathering restrictions, but in a way this may have enabled us to see what we saw this year - three customer education conferences in a row! So ...
Nov 12, 2020•57 min
Photo by Chris Montgomery on Unsplash This is the time of year where we see conferences like DevLearn (which we spoke at last year), The Guild’s Learning Conference, and this year, for the first time ever, we had a three-week run of Customer Education conferences! Now, these were all online conferences since we’re in the midst of Covid-related travel and gathering restrictions, but in a way this may have enabled us to see what we saw this year - three customer education conferences in a row! So ...
Nov 12, 2020•57 min
In October we attended Skilljar Connect 2020 and hosted a Live Mailbag episode at the event! Attendees submitted really amazing questions. We couldn’t tackle them all – so stay tuned for yet another Mailbag episode soon! In this episode we’ll answer some questions that may be on your mind too including: Photo by Sharon McCutcheon on Unsplash What advice do you have for those that are working with one other employee, or manage a very small team, on how to take the next step and ...
Oct 29, 2020•29 min
In October we attended Skilljar Connect 2020 and hosted a Live Mailbag episode at the event! Attendees submitted really amazing questions. We couldn’t tackle them all – so stay tuned for yet another Mailbag episode soon! In this episode we’ll answer some questions that may be on your mind too including: Photo by Sharon McCutcheon on Unsplash What advice do you have for those that are working with one other employee, or manage a very small team, on how to take the next step and grow their impact,...
Oct 29, 2020•29 min
Let’s put Microlearning in focus for Customer Education (Photo by Markus Spiske on Unsplash ) In this “mini” episode, we focus on microlearning and share some things we learned from one of the industry experts on the subject. At DevLearn 2019, we had the great opportunity to talk with Carla Torgerson , the Director of Instructional Design at Bull City Learning immediately following her “ Create Effective Microlearning ” course. We covered our experiences at DevLearn...
Oct 13, 2020•8 min
Let’s put Microlearning in focus for Customer Education (Photo by Markus Spiske on Unsplash ) In this “mini” episode, we focus on microlearning and share some things we learned from one of the industry experts on the subject. At DevLearn 2019, we had the great opportunity to talk with Carla Torgerson , the Director of Instructional Design at Bull City Learning immediately following her “ Create Effective Microlearning ” course. We covered our experiences at DevLearn in Episode 28 . What does mic...
Oct 13, 2020•8 min
Welcome back to Instructional Design 101, where we’ll ask whether Customer Educators need to care about Bloom’s Taxonomy . What’s that, you ask? Bloom’s Taxonomy , created in 1956 by educational psychologist Benjamin Bloom , is used by many K-12 educators and instructional designers to categorize learning objectives by what the learner is expected to know or do.The taxonomy has been revised since its original creation, but today it categorizes whether learners will be expected to do things like:...
Sep 24, 2020•25 min
Welcome back to Instructional Design 101, where we’ll ask whether Customer Educators need to care about Bloom’s Taxonomy . What’s that, you ask? Bloom’s Taxonomy , created in 1956 by educational psychologist Benjamin Bloom , is used by many K-12 educators and instructional designers to categorize learning objectives by what the learner is expected to know or do.The taxonomy has been revised since its original creation, but today it categorizes whether learners will be expected to do things like:...
Sep 24, 2020•25 min
In this episode of the CELab Podcast, we’re joined by Maria Manning-Chapman , the VP, Education Services Research at TSIA where we expand upon the TSIA’s “State of Education Services 2020” report – which we covered in Episode 38 of this podcast. Photo by Arlington Research on Unsplash Here, we’re diving deeper into monetization strategies which our listeners and the network that we’re in as Customer Education Professionals are interested in getting more help with. Custom...
Sep 09, 2020•1 hr 5 min
In this episode of the CELab Podcast, we’re joined by Maria Manning-Chapman , the VP, Education Services Research at TSIA where we expand upon the TSIA’s “State of Education Services 2020” report – which we covered in Episode 38 of this podcast. Photo by Arlington Research on Unsplash Here, we’re diving deeper into monetization strategies which our listeners and the network that we’re in as Customer Education Professionals are interested in getting more help with. Customer Education tends to “ni...
Sep 09, 2020•1 hr 5 min
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
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
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
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
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
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
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
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
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
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
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
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
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
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
