If you've been on LinkedIn at all in the past year, you've likely seen brands launching "Academies" or "Customer Education" for their platforms, tools, and services.
But when you ask each team...
- What is customer education?
- Who owns the customer education program?, (or better yet)
- Who does your Customer Education team report to?
... you'll find that every team has a different definition of "Customer Education" and they all often report to different leadership functions.
Customer education is a framework for many customer interactions. And it's part of an overall customer success ideology.
But, it’s not just a “customer success” function.
As teams work together more closely, much of what was “education” should become “marketing,” “sales,” and “success.”
As a result, having a clear definition of “Education” and the individuals served through the education team’s output is critical for scoping the initiatives and success of your customer education work.
To help teams in this process, we've -
- Published our own definition of Customer Education that reinforces the broader impact a training program has on an organization.
- Highlighted the 2 distinct approaches for implementing a customer training program or academy.
Take a moment to check out the full Article where we breakdown the very definition of Customer Education, and how your definition informs the implementation of your strategy.