In this episode of CELab, we broaden our conversation about inspiring a “culture of learning” that inspires innovation. We dive deep with Leila Ishtayeh Colburn , the Learning Platform Enablement Leader at Trimble , and Owen Chamberlain, the Senior Education Alliance Manager at Trimble. The discussion delves into Trimble's innovative approach to digital credentialing, exploring how they are leveraging this strategy to drive customer engagement, build brand equity, and foster a culture of continu...
Nov 15, 2024•1 hr 14 min
In this episode we had the pleasure of speaking with Neel Balar , the co-founder of Clueso . Clueso is a platform that aims to revolutionize the way Customer Education content is created, offering a fast and easy solution for producing high-quality videos and documentation. Key discussion points include: Clueso's origin story and the pivotal moment that led to its creation The impact of Clueso on the workflows of small and large customer education teams A deep-dive into AI-powered features autom...
Oct 31, 2024•1 hr 8 min
In this episode, we invite Samantha Murray discuss her journey of boomeranging back to Customer Education where we explore the importance of consolidating customer education programs, the challenges in the industry, and the need for career inspiration. Samantha shares her experiences in customer education at Shopify and Docebo , highlighting the value of cross-functional collaboration and the impact of customer education on the overall customer experience. What's the overlap between customer edu...
Oct 17, 2024•1 hr 3 min
In this episode, Dave Derington and Adam Avramescu explore the role of strategy and active listening in the field of customer education. They challenge the notion that rigid frameworks and pre-defined strategies are the key to success, arguing that the ability to adapt and deeply listen to customers and stakeholders is often more important. The value of slowing down and creating space for deeper conversations The discussion covers several key topics, including: The limitations of relying on gene...
Oct 03, 2024•51 min
Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the need for clear definitions and metrics, including leading indicators like adoption and performance metrics like open and click-through rates. Collaborat...
Sep 19, 2024•47 min
Adam Avramescu and Dan Ennis discuss the evolving field of digital customer success, emphasizing its focus on leveraging digital-led programs to improve customer outcomes, retention, and growth. Dan highlights the importance of proactive and reactive digital programs, such as email and in-app series, to engage customers at scale. He stresses the need for clear definitions and metrics, including leading indicators like adoption and performance metrics like open and click-through rates. Collaborat...
Sep 19, 2024•47 min
In the evolving world of business, customer education plays a crucial role in driving success. Yet, creating impactful, scalable programs can be challenging. Traditional methods often fall short, requiring innovative approaches to enablement and education. We’re joined by Melissa Kruminas , a global enablement leader, now at Docebo , where she focuses on customer education that connects business outcomes with learning. Join us as we explore Melissa's approach to value-led, product-supported educ...
Sep 05, 2024•51 min
In the evolving world of business, customer education plays a crucial role in driving success. Yet, creating impactful, scalable programs can be challenging. Traditional methods often fall short, requiring innovative approaches to enablement and education. We’re joined by Melissa Kruminas , a global enablement leader, now at Docebo , where she focuses on customer education that connects business outcomes with learning. Join us as we explore Melissa's approach to value-led, product-supported educ...
Sep 05, 2024•51 min
In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as w...
Aug 22, 2024•49 min
In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as we dive into the Learner-Centere...
Aug 22, 2024•49 min
In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as we dive into ...
Aug 08, 2024•53 min
In business, the need for engaging learning experiences is staggeringly important. Yet the “how” is elusive. Conventional educational approaches don’t work well. You can be tempted to fall back on trusted methodologies only to find them to be too slow, unwieldy, or frustrating. We’re joined by Michele Wiedemer, Customer Education consultant and expert who’s hard at work to learn more and to expand her already impactful approach to learning in B2B SaaS. Join us as we dive into the Learner-Centere...
Aug 08, 2024•53 min
Certification - it's a challenging and sometimes contentious topic for Customer Education professionals. At CELab, we hear this question come up quite a lot. Chances are good that you may be asked to create a certification, or decide that you want to offer one. So how do you get started? Should you even be trying to build such a program? In this "mini" episode, Adam Avramescu answers that question down including: Setting up certification programs, legal basis, and terminology Certification progr...
Jul 25, 2024•24 min
Certification - it's a challenging and sometimes contentious topic for Customer Education professionals. At CELab, we hear this question come up quite a lot. Chances are good that you may be asked to create a certification, or decide that you want to offer one. So how do you get started? Should you even be trying to build such a program? In this "mini" episode, Adam Avramescu answers that question down including: Setting up certification programs, legal basis, and terminology Certification progr...
Jul 25, 2024•24 min
Customer Education is evolving rapidly. We've come a long way from the days of " smile sheets " and attendance metrics being our guide to success. Gainsight , is one such innovative business that's showing how education data and usage data connect so we can measure its impact on business outcomes. Lila Meyer shares her journey at Gainsight, from early roles when the organization was new to her current position leading the Education Services team. We cover a lot of ground including the importance...
Jul 11, 2024•1 hr 3 min
Customer Education is evolving rapidly. We've come a long way from the days of " smile sheets " and attendance metrics being our guide to success. Gainsight , is one such innovative business that's showing how education data and usage data connect so we can measure its impact on business outcomes. Lila Meyer shares her journey at Gainsight, from early roles when the organization was new to her current position leading the Education Services team. We cover a lot of ground including the importance...
Jul 11, 2024•1 hr 3 min
As technology evolves at lightning speed, how can we keep up with educating our customers? We pose this question to the legendary Geoffrey A. Moore , author of the iconic book " Crossing the Chasm ". Geoff argues that while technology outpaces traditional education methods, the core customer problems remain the same. In this episode we'll discuss Geoff's perspective for understanding different customer segments and adapting education approaches. We'll also get his take on balancing product knowl...
Jun 27, 2024•32 min
As technology evolves at lightning speed, how can we keep up with educating our customers? We pose this question to the legendary Geoffrey A. Moore , author of the iconic book " Crossing the Chasm ". Geoff argues that while technology outpaces traditional education methods, the core customer problems remain the same. In this episode we'll discuss Geoff's perspective for understanding different customer segments and adapting education approaches. We'll also get his take on balancing product knowl...
Jun 27, 2024•32 min
How do you get from 6th grade science to a role leading Customer Education at Notion ? It's a great story that's behind the evolution of customer education at Notion, where our guest - Zoe Ludwig - focused on bridging the gap between product adoption and user success. From emphasizing the importance of understanding the audience's needs - to codifying knowledge to create a single source of truth for users check out this episode with so many topics including: Transitioning from teaching to custom...
Jun 14, 2024•1 hr 1 min
How do you get from 6th grade science to a role leading Customer Education at Notion ? It's a great story that's behind the evolution of customer education at Notion, where our guest - Zoe Ludwig - focused on bridging the gap between product adoption and user success. From emphasizing the importance of understanding the audience's needs - to codifying knowledge to create a single source of truth for users check out this episode with so many topics including: Transitioning from teaching to custom...
Jun 14, 2024•1 hr 1 min
In this episode we're joined by Special Guest - Shannon Howard - as we dive into the Intellum-sponsored study from Forrester: “Driving Business Success Through Customer Education”. This is a refresh of the 2019 report, which is crucial for those in our field to review and absorb. What's changed? Are there new trends? Highlights? Here are just a few we cover: Around 86% of respondents said they had a positive ROI from customer education, with another 10% saying they at least broke even. This sugg...
Jun 01, 2024•1 hr 15 min
In this episode we're joined by Special Guest - Shannon Howard - as we dive into the Intellum-sponsored study from Forrester: “Driving Business Success Through Customer Education”. This is a refresh of the 2019 report, which is crucial for those in our field to review and absorb. What's changed? Are there new trends? Highlights? Here are just a few we cover: Around 86% of respondents said they had a positive ROI from customer education, with another 10% saying they at least broke even. This sugg...
Jun 01, 2024•1 hr 15 min
"If you just focus on educating your customers, you're missing a HUGE opportunity!" says Mark Kilens , Co-Founder of HubSpot Academy and Drift, and now CEO and Co-founder of TACK ⛵️ & ClubPF . In previous episodes, we've shared how leaders in the industry see education as the core of our programming. Here, Mark shares a human-first perspective on how education should be a fundamental pillar of your GTM Strategy. Why? The importance of integrating education into marketing strategies is crucia...
May 24, 2024•43 min
"If you just focus on educating your customers, you're missing a HUGE opportunity!" says Mark Kilens , Co-Founder of HubSpot Academy and Drift, and now CEO and Co-founder of TACK ⛵️ & ClubPF . Check out Mark's projects at tacknetwork.com and tackinsider.com . In previous episodes, we've shared how leaders in the industry see education as the core of our programming. Here, Mark shares a human-first perspective on how education should be a fundamental pillar of your GTM Strategy. Why? The impo...
May 24, 2024•43 min
In this episode we welcome Katie Felton - Director of Academies, Global Education Services at Anthology Inc. to continue our exploration into Pricing and Packaging for Customer Education. This episode dives deep into the world of customer education programs for software companies, featuring an EdTech expert. Here are some key highlights: Launching a Unified Academy: Learn how a company with 40+ products overcame language and product alignment challenges to create a single training platform. Pric...
Apr 25, 2024•50 min
In this episode we welcome Katie Felton - Director of Academies, Global Education Services at Anthology Inc. to continue our exploration into Pricing and Packaging for Customer Education. This episode dives deep into the world of customer education programs for software companies, featuring an EdTech expert. Here are some key highlights: Launching a Unified Academy: Learn how a company with 40+ products overcame language and product alignment challenges to create a single training platform. Pric...
Apr 25, 2024•50 min
How do we price our Customer Education programs? It's a hugely challenging task, even for the experienced - and one that CELab listeners have asked for! We welcome Mindy Barenblat to the show - an Austin-based an education & enablement strategist and consultant, formerly GM/VP of Education Service at Blackbaud and Eloqua. Tune as we discuss: Subscription-based learning model with ala carte options Integrating training with product sales Pricing and packaging for software products Integrating...
Apr 05, 2024•1 hr 22 min
How do we price our Customer Education programs? It's a hugely challenging task, even for the experienced - and one that CELab listeners have asked for! We welcome Mindy Barenblat to the show - an Austin-based an education & enablement strategist and consultant, formerly GM/VP of Education Service at Blackbaud and Eloqua. Tune as we discuss: Subscription-based learning model with ala carte options Integrating training with product sales Pricing and packaging for software products Integrating...
Apr 05, 2024•1 hr 22 min
In this conversation we are joined by Emily Brogan , the Customer Education Manager at Dovetail. Emily's experience (and ours!) expresses and dives into the importance of putting the customer first, and the role of Dovetail in providing customer insights. Emily shares her experience in building the Dovetail Academy and the challenges of scaling customer success and education - particularly focusing on collaboration and listening to customers as the company grows. The need for simplicity, custome...
Mar 21, 2024•49 min
In this conversation we are joined by Emily Brogan , the Customer Education Manager at Dovetail. Emily's experience (and ours!) expresses and dives into the importance of putting the customer first, and the role of Dovetail in providing customer insights. Emily shares her experience in building the Dovetail Academy and the challenges of scaling customer success and education - particularly focusing on collaboration and listening to customers as the company grows. The need for simplicity, custome...
Mar 21, 2024•49 min
