In the previous two posts, we discussed the importance of measuring time to value and analyzing support tickets as a means of regularly evaluating your Customer Education program. In this final post of the series, we’ll discuss one additional question to consider: What is the relationship between Customer Health and Customer Education at your organization?

Summer is in full swing here in Seattle, and that means it was time for Skilljar to get out into the wild with our annual summer party! 

Laura: Tell me about your path to Skilljar - what were you doing before and how did you end up here?

In our previous post, we discussed evaluating your Customer Education program based on your company’s average time to value (TTV) by looking at this data from multiple perspectives. In this post, we will delve into an area primed for inter-departmental collaboration and optimization: support tickets. 

Your title is Customer Training Manager, but you’re also known as Skilljar’s internal customer. What exactly is your role at Skilljar?

Customer acquisition is often viewed as the primary driver of growth at many companies. However, there are several trends, the rise of the subscription business model being one, that are challenging this belief. As SaaS becomes the dominant model of software delivery and consumption, it’s becoming evident that customer retention and expansion are of paramount importance. By some estimations, it can cost five times more to acquire a new customer than keeping an existing one. 

Our Customer Spotlight blog series is all about sharing how Skilljar customers are building and evolving their Customer Education Programs to drive positive business results. Over the coming months, we will highlight companies whose Customer Training Programs have successfully addressed specific business needs.

This week, we’re profiling Opal, a collaboration platform purpose-built for the modern marketing teams of the world’s most exceptional brands. 

In our recent webinar, members of Skilljar’s Customer Success Team shared their insights on how to build a foundation and successfully scale your Customer Education program and team. Based on their experiences working with hundreds of companies of all sizes, the team recommended addressing the following four questions to ensure success:

In the past, customer acquisition was viewed as the primary means of revenue generation. However, if you’re in the Technology sector where the SaaS model is becoming increasingly popular, customer retention and expansion can be far more impactful and cost effective in driving growth. By some estimations, it can cost your company five times more to acquire a new customer than keeping an existing one. The bottom line: retaining your existing customers is extremely valuable.

This past week, we were honored to have startup veteran, Matt Shobe, join us in the Skilljar offices for our ongoing Chats with Interesting People Series (CHIPS).