The Future of Customer Education in SaaS, with Todd Kirk and Casey Trujio

Episode notes

On this host-only episode of SaaS Therapy, Todd Kirk and Casey Trujillo discuss the challenges and opportunities within customer education in SaaS organizations, the disconnect between customer education teams and their impact on business outcomes, emphasizing the need for radical change in how customer education is approached. They understand the importance of collaboration with customer success teams, the pitfalls of traditional training methods, and innovative strategies that can enhance customer engagement and drive revenue growth. Takeaways Customer education teams are often not integrated into executive decision-making. Silos within organizations hinder the effectiveness of customer education. The focus should be on customer outcomes rather than just course completion. Data shows that traditional training methods are not effective. Customer education can unlock upsells and renewals if done correctly. There is a need for radical change in customer education strategies. Innovative approaches, like engaging with content creators, can enhance learning. Customer education should be viewed as a key resource for sales and success teams.