The two-hump problem in Customer Education with Dave Derington, host of CELab podcast

Episode notes

This is part 2 of a conversation between Todd Kirk and Dave Derington! Find part 1 on Dave's podcast CELab: In this episode, they focus on the 'two hump problem' that represents the gap between scaled and high-touch learning with customer education. They explore the importance of motivation, the role of admins as gatekeepers, and the complexities of change management. Takeaways The 'two hump problem' illustrates the gap between SMB and enterprise needs. Building a bridge between SMB and enterprise customers is crucial. Admins often act as gatekeepers in the adoption process. Understanding the needs of champions is essential for success. Change management is a complex issue in software adoption. Training must be tailored to the specific audience's needs. Empathy is vital in designing effective customer education programs. Creating a supportive environment can enhance user engagement. Creating a safe learning environment is crucial for customer success. Understanding customer pain points leads to better training outcomes. Effective onboarding requires a tailored approach to learning. Short, engaging training sessions enhance participation.