Mehtaphysical Musings: Customer Success Starts with Customer Education
In its best form, Customer Success pulls an entire company together to orient it around the customer—from value proposition to verified outcomes.
There are a few different paths to getting there, and one helpful avenue is aligning with other industries that aspire to that same mission. We did this when we expanded our platform to incorporate both PX and the Digital Hub, which have taken the Customer Success community to the next level. As such, I am excited to re-share a HUGE announcement in bringing Customer Success and Customer Education together. In case you missed it last week, watch the video below and wait for the ending!
I’m SO fired up to welcome Northpass to the Customer Success community! Northpass is a Customer Education Learning Management System and has been recognized by G2 and SIIA CODiE Awards as a leader in Customer Education. I have a lot more to say about this partnership between Customer Success and Customer Education in the blog post below (and expect more in the weeks and months to follow!). But for now, the future is looking bright for our shared industries.
Gainsight Acquires Northpass: Five Reasons Customer Success Starts with Customer Education
What comes to mind when you think about education? Maybe you think of memorizing the periodic table of elements in a summer camp? (just me? I guess you all had FRIENDS growing up…) Or maybe like me, your kids are teaching you all of the ways you act like a boomer. Whatever the case, one thing is for sure — education has a special meaning when it comes to Customer Success.?
Customer Education is defined as follows: “programs that provide content designed to onboard, engage, and retain customers, delivered at scale via a Learning Management System (LMS) platform,” and in just that definition, there’s an immense amount of crossover with Customer Success. Essentially, both are about helping a customer adopt behaviors to drive the business outcomes they are seeking. And it’s that aligned mission that makes it a natural step in the evolution of Customer Success.
As such, here are five reasons Customer Success starts with Customer Education (CE).
I’ve always been a little bit of a nerd (but who’s judging). Whether it was nerding out in high school, or learning the Gen Z selfie technique (0.5x!) from my oldest daughter, I’m an eternal student. And I couldn’t be more excited to have Northpass, a leader in the Customer Education industry, joining Gainsight. Let’s learn from each other and bring company-wide Customer Success to reality!
You can check out the full blog post here.
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Current Mood
Listen — I’m really fired up for Northpass, I’m so optimistic for the future of Digital CS, and I’m inspired by Generative AI’s potential. But I’m also emotionally exhausted from keeping up with so much change, and I maintain a healthy amount of skepticism about the future, too. Add all that together, and “overwhelmed” is an understatement. But I’m grateful to have such a supportive, extraordinary CS community to help guide me through.
PULSE IS HAPPENING IN AMSTERDAM
And you don’t want to miss out on Early Bird prices. Can’t wait to see you there, November 15-16, 2023? ??
In Case You Missed It!
Director of Operations |Partnership | Innovating Sales & Customer Success Operations to Impact Revenue
1 年Kosima Koerner-Guenther
Head of Customer Success @ CarbonCloud
1 年Erika Oliveira
Director of Customer & Content Marketing | 2x Top 100 CMA | Curator & Connector
1 年Thanks for sharing this, Nick! I'm curious how you think about customer success versus digital or scaled CS versus customer education versus CS ops versus customer marketing. Feel like there is a rise in supporting customers, and I am here for it, but seems like a lot of overlap in the definitions of these roles.
I activate customer engagement strategies to help B2B SaaS companies improve product adoption and retention.
1 年Here’s how I would edit your definition… “Customer Education is defined as follows: programs that provide strategically designed learning content designed to onboard, engage, and retain customers, delivered at scale through any and all necessary customer-facing channels.” A learning management system might be my most sophisticated channel for customer education but by no means is it my only channel nor even always my most far-reaching channel. Many of us in small and scrappy startup world must do customer education for years (2 years in my case!) without an LMS, utilizing channels such as email, digital adoption platform, community, knowledge base, and VILTs. If customer education isn’t multi channel we aren’t going to be very effective.
Next Trend Realty LLC./wwwHar.com/Chester-Swanson/agent_cbswan
1 年Thanks for Sharing.