))
The two-hump problem in Customer Education with Dave Derington, host of CELab podcast
Manage episode 492421867 series 3675461
Content provided by BrainStorm. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by BrainStorm or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://ppacc.player.fm/legal.
This is part 2 of a conversation between Todd Kirk and Dave Derington! Find part 1 on Dave's podcast CELab: https://customer.education/podcast/episode-155-todd-kirk-brainstorm-the-two-hump-problem/
In this episode, they focus on the 'two hump problem' that represents the gap between scaled and high-touch learning with customer education. They explore the importance of motivation, the role of admins as gatekeepers, and the complexities of change management.
Takeaways
The 'two hump problem' illustrates the gap between SMB and enterprise needs.
Building a bridge between SMB and enterprise customers is crucial.
Admins often act as gatekeepers in the adoption process.
Understanding the needs of champions is essential for success.
Change management is a complex issue in software adoption.
Training must be tailored to the specific audience's needs.
Empathy is vital in designing effective customer education programs.
Creating a supportive environment can enhance user engagement.
Creating a safe learning environment is crucial for customer success.
Understanding customer pain points leads to better training outcomes.
Effective onboarding requires a tailored approach to learning.
Short, engaging training sessions enhance participation.
Utilizing feedback loops can improve learning experiences.
Measuring success goes beyond attendance; it includes engagement metrics.
Contents
00:00 The Silent Struggle in SaaS Education
04:14 Building Bridges Between SMB and Enterprise
09:03 Understanding Change Management Challenges
12:47 The Role of Admins and Champions
19:33 Empathy in Customer Education
26:03 Creating a Safe Learning Environment
32:32 Understanding Customer Needs and Pain Points
36:10 Designing Effective Learning Experiences
44:42 Measuring Success and Progress
50:49 Empathy in Customer Education
Resources
Credits
Show direction: Debra Wilson
Show manager: Angela Allred
Show assistant: Jenna Mollinet
91 episodes
Share
