by CELab
CELab is the Customer Education Lab for Innovative Customer Success, Enablement, and Marketing Teams. Our mission is to explore how to build Customer Education programs, experiment with new approaches, and exterminate the myths and bad advice that stop growth dead in its tracks.
Language
🇺🇲
Publishing Since
11/11/2018
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March 27, 2025
This episode is a "feed drop" or crossover episode featuring Adam Avramescu and Dee Kapila's new show - CXetera! As our network grows, we will often feature other shows where you can go and continue your learning journey. This is a topic that's relatable to all of us in the field of Customer Education: Should Customer Success Managers (CSMs) should be responsible for customer training? In this episode, Adam and Dee explore the complexities of training delivery across different company stages and contexts. Top 3 Insights: Training Expertise Matters: Not all CSMs have the skills to deliver effective training. Professional trainers bring specialized learning design expertise that ensures consistent, high-quality educational experiences. Balancing Efficiency and Customer Experience: Companies should carefully evaluate their training approach, considering both operational efficiency and customer outcomes. The goal is to right-size training offerings that meet customer needs without overextending resources. Contextual Training Strategy: Training approaches should adapt based on company maturity, product complexity, and market context. Early-stage companies might rely on CSMs, while mature organizations benefit from dedicated training teams and scalable educational programs. The discussion emphasizes that while CSMs play a crucial role in customer success, specialized training is often best handled by professionals who can deliver consistent, high-quality learning experiences. As our market continues to grow and change, it's crucial for us to keep on top of emerging trends. Make sure you check out and subscribe to the CXetera substack and check out the show on iTunes, Spotify, and all the other places where you catch your pods!
March 10, 2025
In this episode of CELab, we engage in a comprehensive discussion with Brett Strauss and Dan Boyle about the intricacies of customer education and partner training. They explore the evolution of NetExam, the importance of access management, and the role of AI in enhancing training experiences. The conversation delves into best practices for creating effective training programs, the significance of informal learning, and the necessity of building trust with partners. The episode emphasizes the need for simplicity and consistency in training while also addressing the complexities of managing partner relationships and ensuring successful customer outcomes. Highlights: Partner training is essential for scaling customer education. NetExam evolved from a content management system to a specialized LMS for partner training. Building trust with partners is crucial for successful training programs. AI can enhance training by analyzing performance and providing feedback. Informal learning should be recognized and credited in training programs. Training should be simple and accessible to partners. Certification requirements should be balanced to avoid overwhelming partners. Custom learning paths can enhance the training experience. Measuring success should go beyond just certification completion. The relationship with partners should be nurtured from day one.
February 23, 2025
In this conversation, Adam Avramescu and Elli Neald discuss the evolution of customer education and support through the implementation of AI chatbots. They explore the challenges faced in the "old-school" customer support models, the transition to an AI-first strategy, and the ongoing optimization efforts that have led to significant improvements in resolution rates and customer satisfaction. Ellie shares insights on the importance of testing, data sources, and proactive education in enhancing the customer experience. Key Takeaways from this episode: The transition to AI can significantly improve resolution rates. Content maintenance is a major challenge in customer support. Testing and iteration are crucial for successful AI implementation. Proactive education can enhance customer experience and product adoption. AI chatbots can serve as growth levers rather than just cost centers. Understanding customer needs is key to effective support strategies. Data architecture plays a vital role in AI chatbot performance. Regular optimization is necessary to maintain high customer satisfaction. Engaging with support teams helps identify areas for improvement. AI can personalize responses based on user-specific data.
Trainn
NPR
The New York Times
Jason Bateman, Sean Hayes, Will Arnett
Alex Turkovic
Tim Ferriss: Bestselling Author, Human Guinea Pig
Jennifer Gonzalez
Hidden Brain, Shankar Vedantam
Pushkin Industries
Freakonomics Radio + Stitcher
iHeartPodcasts
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