Customer Educated is a Trainn Original podcast
Ever wanted to learn from customer education experts who say “Been there, done that”? We bring those very voices to the Customer Educated Podcast.
Join us in conversation with "pros" from diverse SaaS teams who've scaled their programs to the peak. Gain actionable strategies, real-world case studies and learn from their mistakes to build the best customer learning experience at your organization
Ready to get Customer Educated?
How Jason Gorman uses Gen AI to cut training creation time by 60%
Jason Gorman shares his practical approach to scaling GenAI adoption in customer education, from 25% to 75%, by building systematic processes for consistent results.
28 Oct 2024
Repurposing educational content for marketing, setting up content ownership and more with Shannon Howard
Access Shannon's Project Brief Template- https://docs.google.com/document/d/16w5tMjxkg5-4TuujCI2wZ7Wrz4QJPiFRR-Ae4MsSeBM/edit?tab=t.0
In part 1, Shannon discussed the importance of driving collaboration between marketing and educational teams.
In part 2, we continue to conversation with Shannon explaining the importance of setting up content standards, content ownership, and ways to repurpose content.
Dive in:
00:51 Topics discussed
02:02 Content coordination & ownership
03:43 Do product marketers make good SME’s?
05:56 How automations can help internal marketing
07:23 Following up while collaborating cross-functionally
09:16 Repurposing Educational content for marketing
11:43 Challenges you face while collaborating
14:13 Collaborating remotely requires intentionality
16:05 Why everyone must set Project briefs
18:10 Building a customer educator’s brand presence
22 Oct 2024
Setting up strategic collaboration between education and marketing teams with Shannon Howard
You spend months working on a course, launching your academy. But are you making sure if it reaches the right *eyes & ears*?
Listen to Shannon Howard, explain the importance of marketing to drive successful educational programs.
Don't miss out the *elephant in the room* - Driving successful collaboration between marketing & educational teams.
Topics discussed
00:00 Introducing the Episode
02:32 Key Podcast Topics
03:26 Content, Content, Content
04:27 Marketing lens on Customer Education
05:34 Education lens on Marketing
06:44 Pre & Post-Sale Education
08:51 Collaboration between Marketing & Education teams
10:49 Repurposing Intellum’s Educational Content
13:05 Shared KPI’s for Successful Collaboration
16:11 Unspoken Key to Driving Cross-Functional Collaboration
18:58 Planning Content Roadmap
20:54 Setting up Content Standards
24:25 Part 2- Content Coordination & Ownership
Stay tuned for Part 2
18 Sept 2024
Measure learning, behavioural change and reaction with every Instructor Led training with Dan Braithwaite
00:00 Intro
02:51 Exploring the Kirkpatrick Model for Measuring Learning Outcomes
05:47 Assessing Learning Through Surveys and Feedback
09:04 Scenario-Based Assessments in Training Programs
12:00 Instructor Reflection and Continuous Improvement
14:52 Behavioral Change and Support Ticket Reduction
18:14 Quantifying Support Ticket Costs and Impact
21:08 Instructor Performance and Knowledge Sharing
23:53 Key Takeaways for Aspiring Instructors
12 Sept 2024
What it takes to run successful Instructor-led training programs with Dan Braithwaite
In this two-part episode, Dan Braithwaite (https://www.linkedin.com/in/danjamesbraithwaite/) breaks down 10 years of insights on running great Instructor-Led Training programs.
00:00- Podcast Promo
03:21- VILT vs. E-Learning – What’s better?
03:55- Benefits of VILT
04:57- Designing ILT for decreasing tolerance levels
06:33- Grabbing attention quickly
08:21- Why stick to 3 topics per session?
09:02- Prioritizing ILT topics from support tickets
13:54- The "Tell me, show me, let me try" framework
17:35- Ideal length for an ILT session?
19:48- Structuring your session time wisely
21:12- Tapping into learner motivation
22:36- The secret to a successful ILT session
24:55- Helping shy learners speak up
26:25- Questions that “read” your audience’s needs
28:18- Unlocking group expertise in sessions
31:22- Measuring real engagement in ILT
36:04- Ending an ILT session perfectly
27 May 2024
Ep 6-(Part 2) Alex Turkovic talks sentiment analysis of NPS comments using GPT frameworks
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Timestamps
02:50 Using NPS Commons to Validate Training Roadmaps
05:06 Using Chat GPT for Sentiment Analysis
08:22 Making Informed Assumptions and Validating with Data
14:27 Trust and Confidentiality in Using AI Tools
22:32 Criticisms of NPS and the Value of Feedback
27:50 Improving Support Tickets and Customer Feedback
30:47 Meeting Customers Where They Are
33:07 Analyzing Churned Customers and Improving Retention
35:32 The Value of Education in Improving NPS and Customer Loyalty
27 May 2024
Ep 6 (Part 1)- Alex Turkovic explains NPS surveys must drive customer feedback, not just scores
Subscribe to our monthly Customer Educated Newsletter - https://customereducated.substack.com/
03:23 The Value of Connecting with People through Podcasts
08:21 NPS comments is what matters
11:15 Setting NPS Standards and Targets
15:31 The Ratio of NPS Scores to Written Feedback
16:30 Asking the Right Questions for Feedback
21:40 Segmenting personas for NPS
25:53 The Role of Education in NPS Feedback
29:31 Parsing Feedback and Identifying Themes
32:28 Collaboration between Customer Educators and Customer Success Managers
28 Mar 2024
Ep 5(Part 2) How Eric's automations save 20 hrs/week of instructor time and how he builds them.
In this episode, Akash Anil sits with Eric Mistry to understand the impact of building automations to make customer education teams more productive and data-driven- from making data talk between your LMS, CRM and google sheets, to finding the ideal source of truth, to how to building automations effectively using tools like Zapier, this podcast is a a must listen for those involved in customer education
Subscribe to the newsletter to get access to Eric's automation template - here (https://trainn.co/customer-educated-podcast/customer-education-automations/)
00:00 Introduction
00:59 The Significance of Automation in Customer Education
03:01 Building Automated Bot Responses in Slack
04:27 Expanding Automation Capabilities with Zapier's AI Tools
05:24 The Simplicity of Building Automations with Zapier
10:04 The Accessibility of Automation Tools for Non-Technical Individuals
12:28 Understanding the Workflow of Automations
15:20 Automating the Instructor-Led Training Booking Process
22:40 Templatizing Automations for Scalability
26:21 Learning Automation Skills and Resources
33:31 Breaking Silos and Bringing Data Together with Automations
38:23 The Impact of Automation on Customer Education
44:24 Driving Conversations on Automation in Customer Education
28 Mar 2024
Ep 5(Part 2) How Eric's automations save 20 hours per week of instructor time and how we builds them.
In this episode, Akash Anil sits with Eric Mistry to understand the impact of building automations to make customer education teams more productive and data-driven- from making data talk between your LMS, CRM and google sheets, to finding the ideal source of truth, to how to building automations effectively using tools like Zapier, this podcast is a a must listen for those involved in customer education
00:00 Introduction
00:59 The Significance of Automation in Customer Education
03:01 Building Automated Bot Responses in Slack
04:27 Expanding Automation Capabilities with Zapier's AI Tools
05:24 The Simplicity of Building Automations with Zapier
10:04 The Accessibility of Automation Tools for Non-Technical Individuals
12:28 Understanding the Workflow of Automations
15:20 Automating the Instructor-Led Training Booking Process
22:40 Templatizing Automations for Scalability
26:21 Learning Automation Skills and Resources
33:31 Breaking Silos and Bringing Data Together with Automations
38:23 The Impact of Automation on Customer Education
44:24 Driving Conversations on Automation in Customer Education
28 Mar 2024
Ep 5(Part 1)- Exploring the power of automations for customer education teams with Eric Mistry
At Heap, Eric Mistry had successfully developed 30+ automations that ended up saving 20 hours of manual work done by the Director of Customer Education.
In this episode we dive into the question 'Why is there no content on building automations for customer education teams"
00:00Introduction
01:29 Eric's Journey to Customer Education
07:54 The Lack of Content on Automation in Customer Education
08:26 The Role of Operations in Customer Education
10:21 The Role of Automation in Operations
11:49 Eric's Current Role and Expertise in Automation
15:39 The Definition of Automation
21:57 The Need for Automation in Customer Education
25:25 Common Problems and Tasks that can be Automated
27:55 The Value of Using Zapier for Automation
31:18 The Need for Automation vs. Subscribing to a Product
34:15 What to Automate and What Not to Automate
37:09 The Ideal Source of Truth for Training Programs
7 Mar 2024
$395 Giveaway Contest Alert (Check the description to enroll)
Customer Educated is Trainn original podcast
🏆 Win a FREE $395 seat in Vicky Kennedy's 6-week live training course:
"Create a Measurable Customer Education Strategy that Scales"
How to participate? It's simple!
Join our course contest giveaway:
1️⃣ Listen to Part 2 of the podcast with Vicky here (https://trainn.co/customer-educated-podcast/targeted-customer-education-to-drive-measurable-results/)
2️⃣ Propose a captivating episode title that reflects our discussion
3️⃣ Follow us on LinkedIn (https://bit.ly/3uSdBSG)for contest updates.
The top 3 "best worded titles" will win free access to Vicky's course!
6 Mar 2024
$1200 Podcast Giveaway Contest (Check Description for details)
Customer educated is a Trainn original podcast
6 Mar 2024
Ep 4 (Part 1) - Vicky talks targeted customer education to drive measurable results
Customer Educated is a Trainn original podcast
20 Feb 2024
Ep 3 (Part 2)- Vivian on shifting focus from technical-focused customer training to strategic customer success
Customer Educated is a Trainn (https://trainn.co/) original podcast
Vivian shares her experience about the limitations of one-on-one training and the process of convincing customers to use self-service resources.
00:00 The Impact of Customer Education on Customer Success KPIs
01:20 Challenges of Implementing Self-Serve Resources
03:18 Ideal Tools for a Customer Education Program
04:15 Complexities of Scaling Self-Service Resources
05:08 How to Convince Customers to Use Self-Serve Resources
06:07 Issues with One-on-One Training
08:33 Customers Don't Care about Recorded Training Sessions
09:03 The Technical Focus of Training Sessions
09:59 The Lack of Strategic Customer Success
10:26 The Mechanical Nature of Customer Success
12:50 American Companies Can Do it, But Not Us
16:11 The Impact of Culture on Customer Success Activities
17:40 Personal Journey towards Self-Serve Resources
13 Feb 2024
Ep 3 (Part 1) Vivian explains why Brazilian companies haven't prioritized on customer education yet!
Customer Educated is a Trainn (https://trainn.co/)original podcast
Have you ever wondered about the impact of culture on the way companies and customers operate?
Vivian Toledo is embarking on a mission to transform the perception of Brazilian companies regarding customer education.
In this podcast, she delves into the reasons why Brazilian customers lack awareness of self-serve resources and why Brazilian companies often overlook the importance of customer education assets.
23 Jan 2024
Ep 2 (Part 2) - Raman Bindra on Measuring Product Adoption, Effective CSM Tactics, Post Churn analysis
Customer Educated is a Trainn (https://trainn.co/)original podcast
In continuation from Part 1, Raman Bindra delves into explaining the true definition of product adoption and driving value to customers to prevent them from churning, he also gives a detailed guide into post churn analysis to prevent future churns from taking place.
From 6:16 we introduce an interesting discussion on real life customer churn incidents that CSM's go through and how they need to handle these situations- Missing features, bad customer success practises, low product usage etc.
00:00 Fastening the Aha Moment Cycle
02:14 Measuring Product Adoption
04:22 The Importance of Time to Value
06:16 Handling Customer Issues with Missing Features
11:37 Rebuilding Customer Trust in Account Transition
16:51 The Role of Customer Success Manager in Retaining Customers
20:15 Dealing with Competitor's Lower Price
22:07 Managing Customers Who Are Not Using the Product
26:55 Learning from Customer Churn Incidents
17 Jan 2024
Ep 2 (Part 1): Raman Bindra Debunks The Myth About Happy Customers Churning
Customer Educated is a Trainn (https://trainn.co/)original podcast
In Part 1 Raman Bindra sheds light on an often overlooked aspect of customer churn: Can happy customers churn?
In the podcast, he ventures into
Challenging the misconception that associates happy customers with loyal customers.
Identifying 5 main reasons why happy customers may still churn.
Preparing account plans to capture critical information on customers to prevent churn
Fostering strategic collaboration between customer success and internal stakeholders to mitigate churn.
Strategically prioritizing features to enhance customer satisfaction.
Evaluating high ROI customer education tools for Saas companies
Episode 2 is a two-part episode.
Follow us on LinkedIn (https://www.linkedin.com/company/trainn)to watch high-impact reels from Raman's episode
27 Dec 2023
Ep 1 (Part 2): Monica Discusses Tech, Video Training Content & Customer Research to Execute Customer Education Programs
Customer Educated is a Trainn (https://trainn.co/)original podcast
In Part 1 Monica discussed the importance of support tickets and phases 1-4 of the customer education program.
In Part 2 Monica dives deep into the customer education tools, content & assets to build a sustainable program and phases 5 & 6.
Importance of getting the right tech stack/data architecture for your customer education program
Leveraging ADDIE model for Needs analysis for Instructional design
Importance of Video training content & complexities with creating them
Should you monetize your Training content?
Monica's 3 final takeaways for scaling startup customer education
Follow us on LinkedIn (https://www.linkedin.com/company/trainn)to watch high-impact reels from Raman's episode
21 Dec 2023
Ep 1: How Monica Sindwani Leveraged The Power of Support Tickets At Agentsync (Part 1)
Customer Educated is a Trainn (https://trainn.co/)original podcast
This podcast is dedicated to those starting or building customer education programs from scratch.
Monica Sindwani discusses her journey of starting the customer education program and successfully growing it from seed to unicorn stage at Agentsync.
In Part 1, she talks about the power of building a support ticketing culture and how to leverage support tickets to build a successful customer education program.
1. Essential questions to ask customer-facing teams before starting a program.
2. Phases of building a customer education program.
3. Importance of support tickets and her strategy to battling them.
Follow us on LinkedIn (https://www.linkedin.com/company/trainn)to watch high-impact reels from Raman's episode
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