Photo by Eugene Zhyvchik on Unsplash Steve Cornwell is CEO and Founder of Northpass , the LMS that powers learning experiences for some of the top SaaS, sharing-economy, and subscription-economy companies. He joins us for the return of our CEO series, where we get CEO-level perspectives on the Customer Education market. In our discussion, Steve talks about the Evolution of Customer Education, pointing to the ways that it is maturing as a category. As the subscription economy matures, building he...
Apr 16, 2021•53 min
Photo by Eugene Zhyvchik on Unsplash Steve Cornwell is CEO and Founder of Northpass , the LMS that powers learning experiences for some of the top SaaS, sharing-economy, and subscription-economy companies. He joins us for the return of our CEO series, where we get CEO-level perspectives on the Customer Education market. In our discussion, Steve talks about the Evolution of Customer Education, pointing to the ways that it is maturing as a category. As the subscription economy matures, building he...
Apr 16, 2021•53 min
Photo by Larisa Birta on Unsplash Does Onboarding Matter? That’s what Donna Weber, veteran Customer Education professional and President of Springboard Solutions firmly asserts in her new book, Onboarding Matters ! She says: “Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship.” In her book, she outlines the reasons why onboarding is a crucial motion for B2B companies, especially those who experience...
Mar 30, 2021•53 min
Photo by Larisa Birta on Unsplash Does Onboarding Matter? That’s what Donna Weber, veteran Customer Education professional and President of Springboard Solutions firmly asserts in her new book, Onboarding Matters ! She says: “Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship.” In her book, she outlines the reasons why onboarding is a crucial motion for B2B companies, especially those who experience churn...
Mar 30, 2021•53 min
Photo by Drew Beamer on Unsplash Brian Childs , a customer education leader with experience at Moz , TapClicks, and more, has developed a Maturity Model that emerging Customer Education teams can use. In this interview, he describes how you can use the Training Maturity Model to scale your customer education team faster. Brian Childs has been building customer and adult education programs for over 20 years. In 2020, he developed the Training Maturity Model to understand the common challenges fac...
Mar 19, 2021•1 hr
Photo by Drew Beamer on Unsplash Brian Childs , a customer education leader with experience at Moz , TapClicks, and more, has developed a Maturity Model that emerging Customer Education teams can use. In this interview, he describes how you can use the Training Maturity Model to scale your customer education team faster. Brian Childs has been building customer and adult education programs for over 20 years. In 2020, he developed the Training Maturity Model to understand the common challenges fac...
Mar 19, 2021•1 hr
Photo by Lance Grandahl – Two become one. (or one becomes two?) On this episode of CELab we continue both our CEO Series and Customer Success Series as Michael Harnum , CEO of ESG Success, walks us through his journey to Customer Success as a Service. Typically, Education Services used to be standalone activities where customers would consume training credits, but that approach often left customers without access to proper training and providers with revenue recognition issues. In a world ...
Mar 05, 2021•52 min
Photo by Lance Grandahl – Two become one. (or one becomes two?) On this episode of CELab we continue both our CEO Series and Customer Success Series as Michael Harnum , CEO of ESG Success, walks us through his journey to Customer Success as a Service. Typically, Education Services used to be standalone activities where customers would consume training credits, but that approach often left customers without access to proper training and providers with revenue recognition issues. In a world of Saa...
Mar 05, 2021•52 min
Photo by the blowup on Unsplash Product-focused afterthought! – that’s what most Customer Success clients get wrong about Customer Education according Lincoln Murphy of Sixteen Ventures . But what does this mean, exactly? In recent episodes, SaaS executives and investors perceive Customer Education as a growing and integral part of scaling their organizations. This begins our “Customer Success Series” where we’ll talk with prominent leaders in the Customer Success space, ...
Feb 19, 2021•1 hr 2 min
Photo by the blowup on Unsplash Product-focused afterthought! – that’s what most Customer Success clients get wrong about Customer Education according Lincoln Murphy of Sixteen Ventures . But what does this mean, exactly? In recent episodes, SaaS executives and investors perceive Customer Education as a growing and integral part of scaling their organizations. This begins our “Customer Success Series” where we’ll talk with prominent leaders in the Customer Success space, starting with Lincoln Mu...
Feb 19, 2021•1 hr 2 min
Photo by Markus Winkler on Unsplash What are venture capitalists thinking about the potential for Customer Education and Customer Success? As the industry becomes more profitable, we’ve seen more investment activity in the space. Eugene Lee from OMERS Ventures joins us to talk about his view on investing in this market, and what he wants to see from Customer Education and Customer Success companies as the market develops. Eugene Lee , a Principal at OMERS Ventures, a venture capital fund with $1...
Feb 04, 2021•43 min
Photo by Markus Winkler on Unsplash What are venture capitalists thinking about the potential for Customer Education and Customer Success? As the industry becomes more profitable, we’ve seen more investment activity in the space. Eugene Lee from OMERS Ventures joins us to talk about his view on investing in this market, and what he wants to see from Customer Education and Customer Success companies as the market develops. Eugene Lee , a Principal at OMERS Ventures, a venture capital fund with $1...
Feb 04, 2021•43 min
Photo by Hans-Peter Gauster on Unsplash One theme that’s on the minds of many Customer Education professionals is learning how to “bridge the divide” between our teams and other education-focused teams. In Episode 19 (Sharing with Others) we kicked off this discussion. Growing organizations in the Software-as-a-Service (SaaS) marketplace follow standard patterns, and begin to introduce Learning and Development (L&D), Sales Enablement, and Customer Education. Ted Blosser , CEO of WorkRamp , c...
Jan 22, 2021•1 hr 1 min
Photo by Hans-Peter Gauster on Unsplash One theme that’s on the minds of many Customer Education professionals is learning how to “bridge the divide” between our teams and other education-focused teams. In Episode 19 (Sharing with Others) we kicked off this discussion. Growing organizations in the Software-as-a-Service (SaaS) marketplace follow standard patterns, and begin to introduce Learning and Development (L&D), Sales Enablement, and Customer Education. Ted Blosser , CEO of WorkRamp , c...
Jan 22, 2021•1 hr 1 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 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
