You know how important customer onboarding is and how it plays a crucial part in both getting your customers to first value quickly and starting a long-lasting relationship.

Time to value (TtV) is a valuable business metric: it describes the amount of time it takes for your customer to get actual value from using your product. In other words, it is the time it takes your customer to experience the value they were promised.

Many customer success leaders find themselves in a situation in which they have to convince others of the benefits of using training for customer retention, satisfaction and engagement. In this article, we will give you some pointers on how to convince the leadership team to invest in a customer academy.

Customer Onboarding is a crucial time for your customers’ success as it can set the tone in terms of product adoption, usage, satisfaction and relationship with your brand and product. One of the questions we get asked frequently is: what makes a great onboarding training programme. Here’s the answer.

Are you a digital trailblazer that works with a software as a service (SaaS) product? Have you been navigating the realms of app integration, organic growth and cloud reliability? Are you ready to take on the challenge of creating the perfect user guide for your product? Then this article is for you.

Have you realized that your customer training academy is a valuable source of customer feedback? This article will delve into this topic and help you understand the usefulness of your learning academy in gathering customer insights.

Product adoption and client engagement are key factors to the success of any business. That said, not all companies are already leveraging customer education’s benefits for customer success.

Some products (especially SaaS) can go through several product updates in short periods of time. This can make it difficult for you to help your customers keep up with the updates and, if this is not handled correctly, can have a deep negative impact in your customer’s product usage and satisfaction.

Managing a contact centre requires a huge amount of flexibility: organisations needs to be able to successfully manage the daily operations of the workforce across multiple channels in order to ensure that every customer request — regardless of channel and personal journey — is fulfilled. This means juggling many activities, different people, diverse time zones… let alone the onboarding, ongoing training and reporting for all agents at all locations. This is a very demanding job, no doubt. But there is one thing that can help you ease this load and overcome some of the challenge of contact centre management: online video training.

Over the last few years, the use of video in content marketing has been consistently on the rise. A video academy is an excellent way to harness the power of relevant content through video while collecting valuable data: three of the best tactics rolled into one enticing learning platform.