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The Importance of Customer Education Data

Posted by Colin Spikes on August 22, 2017

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Data empowers businesses to transform decisions from ones based on gut instinct and status quo assumptions to data-driven processes, in which evidence is used to identify patterns and adapt program strategy.

Educating customers to drive product adoption and prevent churn requires understanding customer usage and proficiency in your product. Specifically, student engagement data helps training teams understand their customers’ knowledge of key concepts. With this information, you can then identify trends within your data set, and drive changes that lead to a more effective training program or intuitive product.

Continue reading to learn more about the importance of customer education data:

Education Program Evolution

Data about customer engagement can be used to adapt your education program, content, and structure. By analyzing how students interact with your content (i.e. how long and how often courses are accessed, the length of time videos are watched, and performance on assessments), trends can be identified to create more effective lessons. For example, analytics on video views and when students drop-off while viewing a video may be used to create shorter, more bite-size videos for learners with shorter attention spans.

Product Updates

Product teams often leverage user feedback, interviews, and surveys to collect information about how to improve the user experience (UX). Similarly, data from your customer education program can help you identify features that may require more training for customers to fully grasp. Student evaluation data, courses enrolled, and the frequency at which content is accessed, can all be used to inform Product Managers and Designers about where their products may benefit from UX and design updates.

Summary

When you make assumptions and perpetuate the status quo, this can negatively impact business decisions, causing missed opportunities, and ultimately, high customer churn or low adoption rates. To deliver truly effective training programs that enable customers to discover the full value of your products, data must be integrated into the decision making process to facilitate evidence-based changes to program strategy.

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Topics: Training, Analytics & Metrics

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