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! 

Innovations are pointless unless people and organizations harness them to achieve their goals. While we may not be able to predict the future, that does not mean we should sit idly by as the tides of change wash over us. One of the most effective mechanisms to ensure customers are continuing to derive value from your innovative products and services is by investing in Customer Education. 

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

At Skilljar, we don’t just talk the Customer Education talk, we walk the walk. That’s why we’re thrilled to announce that a new course series, Marketing Fundamentals, is now available on Skilljar Academy, our very own customer training platform. 

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. 

After several wild and mostly wonderful years as a quota-carrying AE (Account Executive), I recently moved into an ADR (Account Development Representative) leadership role here at Skilljar, and it turns out that this critical and oft-misunderstood function has evolved considerably since I last prospected full time. After three months, here are my observations so far.

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.