The Customer Education Playbook
How Leading Companies Engage, Convert, and Retain Customers
1st Edition
Published on 14. June 2022
Book
Hardback
224 pages
978-1-119-82250-9 (ISBN)
Description
Deliver maximum value to customers and clients with this blueprint to customer success
In The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers, customer learning experts Barry Kelly and Daniel Quick explain how teaching customers to best engage with your products and services is the key to converting them from prospects to loyal advocates of your brand.
In this book, you'll examine how to define success for your customer, create a customer education development plan, and pursue customer success and revenue metrics. You'll also:
Learn why you should prioritize customer learning and invest in customer training and education
Discover how to create a detailed customer success and retention plan that emphasizes delivered value
Determine how to implement a learning strategy that maximizes and scales lifetime customer value
Perfect for founders, executives, managers, and practitioners at companies of all kinds, The Customer Education Playbook is especially practical for SaaS company executives seeking to extract and provide maximum value from their customers over the long haul.
In The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers, customer learning experts Barry Kelly and Daniel Quick explain how teaching customers to best engage with your products and services is the key to converting them from prospects to loyal advocates of your brand.
In this book, you'll examine how to define success for your customer, create a customer education development plan, and pursue customer success and revenue metrics. You'll also:
Learn why you should prioritize customer learning and invest in customer training and education
Discover how to create a detailed customer success and retention plan that emphasizes delivered value
Determine how to implement a learning strategy that maximizes and scales lifetime customer value
Perfect for founders, executives, managers, and practitioners at companies of all kinds, The Customer Education Playbook is especially practical for SaaS company executives seeking to extract and provide maximum value from their customers over the long haul.
More details
Language
English
Place of publication
New York
United States
Target group
Professional and scholarly
Dimensions
Height: 231 mm
Width: 156 mm
Thickness: 23 mm
Weight
418 gr
ISBN-13
978-1-119-82250-9 (9781119822509)
Copyright in bibliographic data and cover images is held by Nielsen Book Services Limited or by the publishers or by their respective licensors: all rights reserved.
Schweitzer Classification
Other editions
Additional editions
Daniel Quick | Barry Kelly
The Customer Education Playbook
How Leading Companies Engage, Convert, and Retain Customers
E-Book
04/2022
1st Edition
Wiley
€18.99
Available for download
Daniel Quick | Barry Kelly
The Customer Education Playbook
How Leading Companies Engage, Convert, and Retain Customers
E-Book
04/2022
1st Edition
Wiley
€18.99
Available for download
Persons
Daniel Quick is Vice President of Learning Strategies at Thought Industries. He previously led customer education at Optimizely and Asana.
Barry Kelly is Co-founder and CEO of Thought Industries, a world leading B2B customer training platform and developer of the world's first cloud Learning Business Platform. His company has worked with hundreds of clients to improve their customer training and increase customer engagement and retention.
Barry Kelly is Co-founder and CEO of Thought Industries, a world leading B2B customer training platform and developer of the world's first cloud Learning Business Platform. His company has worked with hundreds of clients to improve their customer training and increase customer engagement and retention.
Content
Introduction
Chapter One: How Customer Education Transforms Prospects to Champions
Chapter Two: Customer Education as a Catalyst for Business Growth
Chapter Three: Step 1: Maximize Impact by Aligning Customer Education to Business Goals
Chapter Four: Step 2: Motivate Customers by Curating Their Path to Awesome
Chapter Five: Step 3: Personalize Learning by Focusing on What Your Customers Need to Know
Chapter Six: Step 4: Execute Your Strategy Flawlessly with a Development Plan
Chapter Seven: Step 5: Video or Course? Choosing the Right Content Format for the Job
Chapter Eight: Step 6: Make Content Engaging and Efficient for the Busy Customer
Chapter Nine: Step 7: Who Trains the Trainers? Transforming Your Team into Experts
Chapter Ten: Step 8: Design Learning Experiences that Lead to Behavioral Change
Chapter Eleven: Step 9: Make Sure Your Customers Consume Your Content
Chapter Twelve: Step 10: Did It Work? Measure the Success of Your Content
Chapter Thirteen: Step 11: Actionable Strategies to Improve Your Content
Chapter Fourteen: Step 12: Demonstrate the ROI of Customer Education
Chapter Fifteen: Your Roadmap to High Performance Customer Education
Chapter Sixteen: Looking Ahead: The Future of Customer Education
Acknowledgments
About the Author
Index
Chapter One: How Customer Education Transforms Prospects to Champions
Chapter Two: Customer Education as a Catalyst for Business Growth
Chapter Three: Step 1: Maximize Impact by Aligning Customer Education to Business Goals
Chapter Four: Step 2: Motivate Customers by Curating Their Path to Awesome
Chapter Five: Step 3: Personalize Learning by Focusing on What Your Customers Need to Know
Chapter Six: Step 4: Execute Your Strategy Flawlessly with a Development Plan
Chapter Seven: Step 5: Video or Course? Choosing the Right Content Format for the Job
Chapter Eight: Step 6: Make Content Engaging and Efficient for the Busy Customer
Chapter Nine: Step 7: Who Trains the Trainers? Transforming Your Team into Experts
Chapter Ten: Step 8: Design Learning Experiences that Lead to Behavioral Change
Chapter Eleven: Step 9: Make Sure Your Customers Consume Your Content
Chapter Twelve: Step 10: Did It Work? Measure the Success of Your Content
Chapter Thirteen: Step 11: Actionable Strategies to Improve Your Content
Chapter Fourteen: Step 12: Demonstrate the ROI of Customer Education
Chapter Fifteen: Your Roadmap to High Performance Customer Education
Chapter Sixteen: Looking Ahead: The Future of Customer Education
Acknowledgments
About the Author
Index