Our next “State of the Industry” report review comes from Forrester and Intellum with their 2019 paper: “Increase Revenue and Improve Customer Retention Through Customer Education Programs”. This report differs from previous ones in that it focuses on how Customer Education programs can contribute to revenue and customer retention. Customer Education is growing, driving a measurable impact in bottom-line revenue, customer retention, and support costs.
In this episode, we speak with Phil Byrne, Manager of Product Education at Intercom. Through the lens of choosing the right metrics, Phil takes...
It’s increasingly clear that a big part of a Customer Education leader’s role also includes “Digital Transformation” or Automation. In other words looking at...
While Customer Education has been around for many years, we at CELab attribute it’s re-emergence to the Customer Success movement. And with that, we...