Episode 55 - Product-Focused Afterthought - Exploring Customer Education’s Role in Customer Success with Lincoln Murphy

Product-focused afterthought! – that’s what most Customer Success clients get wrong about Customer Education according Lincoln Murphy of Sixteen Ventures. 

But what does this mean, exactly? 

In recent episodes, SaaS executives and investors perceive Customer Education as a growing and integral part of scaling their organizations.  This begins our “Customer Success Series” where we’ll talk with prominent leaders in the Customer Success space, starting with Lincoln Murphy – Customer Success Growth Expert, Consultant, and Thought Leader.

Customer Education, as we know it today, is undergoing the same kind of Category Creation that Lincoln experienced in the early days of the Customer Success industry.  And it’s even more critical as COVID-19’s “been like five years of change and evolution” to the Customer Success market.

In Episode 55 we explore: 

• how we have in common with Customer Success leaders the role of playing detective to uncover our customers’ core needs
• how customer education fits into a customer success strategy
• whether CSMs do training, or do we centralize that function into a Customer Education team?

And, of course, we get back to the question of what is product-focused afterthought!

Listen in for another great episode, or enjoy the full transcript below!