Episode 153 - [Feed Drop] CXetera - Should CSMs do training?

This episode is a "feed drop" or crossover episode featuring Adam Avramescu and Dee Kapila's new show - CXetera! As our network grows, we will often feature other shows where you can go and continue your learning journey.

This is a topic that's relatable to all of us in the field of Customer Education: Should Customer Success Managers (CSMs) should be responsible for customer training? In this episode, Adam and Dee explore the complexities of training delivery across different company stages and contexts.

Top 3 Insights:

1. Training Expertise Matters: Not all CSMs have the skills to deliver effective training. Professional trainers bring specialized learning design expertise that ensures consistent, high-quality educational experiences.
2. Balancing Efficiency and Customer Experience: Companies should carefully evaluate their training approach, considering both operational efficiency and customer outcomes. The goal is to right-size training offerings that meet customer needs without overextending resources.
3. Contextual Training Strategy: Training approaches should adapt based on company maturity, product complexity, and market context. Early-stage companies might rely on CSMs, while mature organizations benefit from dedicated training teams and scalable educational programs.

The discussion emphasizes that while CSMs play a crucial role in customer success, specialized training is often best handled by professionals who can deliver consistent, high-quality learning experiences.

As our market continues to grow and change, it's crucial for us to keep on top of emerging trends. Make sure you check out and subscribe to the CXetera substack and check out the show on iTunes, Spotify, and all the other places where you catch your pods!