The Hidden 150 Hours Behind Customer Adoption with Casey Trujillo

Episode notes

Casey explores how hard customer education is for the customer’s point of contact. Using one SaaS example, he shows how private portals, automated communications, adaptive learning, and reporting can save time, scale training, and improve adoption without adding manual work. Key takeaways Customer education often creates hidden labor Manual comms slow down adoption Data helps customers act strategically Training must scale beyond live sessions Simplicity drives stronger product awareness Content 0:01 Intro and Todd’s absence 0:32 Setting up the customer example 1:13 What the private portal included 2:23 Why customer-sent comms work better 4:11 The 150 hours saved insight 5:19 Why manual communication breaks down 6:45 Why two people cannot train 8,000 users 9:08 How 700 employees were trained in under 30 days Resources ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠