2019 may be in full swing, but that doesn’t mean your Customer Education Program (CEP) is set for the year. An effective CEP requires regular review and revision to ensure the content maintains relevancy. While a quick “gut-check” may seem sufficient, the key to maintaining and expanding your Customer Education Program is to use data to inform the changes you do (or do not) make.
Relatedly, as Customer Education teams, we are acutely aware of the impact our training programs have on our users. For true organizational buy-in (not to mention budget requests), other teams and leadership must see these benefits as well, and data is a great way to show our success.
During Skilljar Connect 2018 back in November, we hosted a panel with several of our customers to understand how they incorporate Customer Education data into their training programs. Some of the questions we asked include:
- What advice would you give to someone who is just getting started incorporating data into their Customer Education Program?
- What’s the most surprising data-driven decision you’ve made in regards to your training program?
- How do you balance quantitative and qualitative data?
- Should revenue be the most important metric of your program?
To hear what our panelists had to say, check out the video recording below, featuring the following panelists:
- Peter Goldstein, Manager, Instructional Design and Content Development, Quick Base
- Mojtaba Navid, Commercial Analysis Manager, Autodesk
- Maire Newton, Education Manager, Looker
- Karen Farmer, Program Manager, Customer Education, Zendesk
- Linda Schwaber-Cohen, Product Marketing, Skilljar