Customer Educated is a Trainn original podcast

Customer Educated is a Trainn original podcast

Vivian shares her experience about the limitations of one-on-one training and the process of convincing customers to use self-service resources.

01:20 Challenges of Implementing Self-Serve Resources

03:18 Ideal Tools for a Customer Education Program

04:15 Complexities of Scaling Self-Service Resources

05:08 How to Convince Customers to Use Self-Serve Resources

06:07 Issues with One-on-One Training

08:33 Customers Don't Care about Recorded Training Sessions

09:03 The Technical Focus of Training Sessions

09:59 The Lack of Strategic Customer Success

10:26 The Mechanical Nature of Customer Success

12:50 American Companies Can Do it, But Not Us

16:11 The Impact of Culture on Customer Success Activities

17:40 Personal Journey towards Self-Serve Resources

Customer Educated is a ⁠Trainn ⁠original podcast

Vivian Toledo is embarking on a mission to transform the perception of Brazilian companies regarding customer education.

In this podcast, she delves into the reasons why Brazilian customers lack awareness of self-serve resources and why Brazilian companies often overlook the importance of customer education assets.

Customer Educated is a Trainn original podcast

In continuation from Part 1, Raman Bindra delves into explaining the true definition of product adoption and driving value to customers to prevent them from churning, he also gives a detailed guide into post churn analysis to prevent future churns from taking place.

From 6:16 we introduce an interesting discussion on real life customer churn incidents that CSM's go through and how they need to handle these situations- Missing features, bad customer success practises, low product usage etc.

02:14 Measuring Product Adoption

04:22 The Importance of Time to Value

06:16 Handling Customer Issues with Missing Features

11:37 Rebuilding Customer Trust in Account Transition

16:51 The Role of Customer Success Manager in Retaining Customers

20:15 Dealing with Competitor's Lower Price

22:07 Managing Customers Who Are Not Using the Product

26:55 Learning from Customer Churn Incidents

Customer Educated is a Trainn original podcast

In Part 1 Raman Bindra sheds light on an often overlooked aspect of customer churn: Can happy customers churn?

In the podcast, he ventures into 

Follow us on LinkedIn to watch high-impact reels from Raman's episode

In Part 1 Monica discussed the importance of support tickets and phases 1-4 of the customer education program.

In Part 2 Monica dives deep into the customer education tools, content & assets to build a sustainable program and phases 5 & 6. 

Customer Educated is a ⁠Trainn ⁠original podcast

This podcast is dedicated to those starting or building customer education programs from scratch.

Monica Sindwani discusses her journey of starting the customer education program and successfully growing it from seed to unicorn stage at Agentsync.

In Part 1, she talks about the power of building a support ticketing culture and how to leverage support tickets to build a successful customer education program.

1. Essential questions to ask customer-facing teams before starting a program.

3. Importance of support tickets and her strategy to battling them.