Make your customers more confident and independent users with customer education, powered by Learndot.
As a CSM, you can leverage customer education as a scalable solution to offload the time you spend on repetitive tasks, such as onboarding new customers and educating existing ones. Free up your time to focus on strategic initiatives that will build value and strengthen the relationship with your customers.
Think of customer education as support before your customers need it. Besides well-trained customers:
- Use the product more so they will be less likely to switch to a competitor
- Become more independent so you spend less time hand-holding them
- Turn into power users so they are your product advocates
The bottomline is: educate customers to reduce churn.
Prevent churn with the right intel
Leverage the integration between Learndot and Gainsight to gain visibility into your customers’ learning activities. This new layer of data will help you find the correlation between customer education, product adoption, and customer retention. Knowing how engaged your customers are in training, can help you reveal valuable insights to:
- Identify product knowledge gaps and act on them by making data-backed training recommendations.
- Assign personalized training plans to selected customers right in Salesforce.
- Evaluate and adjust your customer education strategy to drive higher completion.
Proactively monitoring and analyzing learner engagement on an individual and account level, and correlating it with their overall health score, will help you identify what are your customers’ pain points and allow you to provide value where you would make the biggest impact.
Jasmin, a CSM at a startup software company, is managing five strategic customers. She notices that two of her customers (companies A and C) are very self-sufficient and rarely raise issues outside their scheduled check-ups, while the other three (companies B, D and E) require much more of her time and attention. Since her approach is consistent across customers, she wants to understand the root cause for the difference in support needs. She pulls her Customer 360 view for each customer to analyze the metrics and cross-reference the accounts, and she identifies the following patterns:
- All companies have been customers for over a year.
- The number of support tickets submitted by companies B, D and E significantly exceeds the number of tickets submitted by companies A and C.
- Most of the issues logged by companies B, D and E are not related to product performance but mostly to knowledge gaps in the product functionality.
- The employees at companies A and C have enrolled in an average of 5 training courses and have a completion rate of 80%. The employees at company B and E have enrolled in an average of 2 courses and only have a completion rate of 30%. No employees at company D have even enrolled yet.
- Furthermore, she looks at 3-month, 6-month, 9-month, and 12-month data and notices descending trend in the number of support tickets for companies A and C as their teams completed the assigned on-demand training and attended a full-day onsite product training.
After thoroughly analyzing the metrics, Jasmin concluded that she needs to take the following actions:
- She will conduct interviews to investigate what is the underlying reason employees at companies B, D and E haven’t taken their training. Is it the training format, time commitment, value or something else?
- Using automated reminders and reach outs in CoPilot, she will influence the employees at companies B, D and E to enroll and complete their assigned product training.
- She will propose to run a full-time onsite product training at a discounted price.
- She will evaluate again in 3 months to see if this strategy is working.