SaaS Therapy

Move on from vanity metrics with Dave Derington, Co-Founder @CELab

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Listen to Todd Kirk and Casey Trujillo's conversation with Dave Derington, a thought leader in customer education. They discuss the challenges and misconceptions in customer education, the importance of focusing on learning outcomes, and the principles of effective customer education.

Dave shares insights on shifting from traditional teaching to customer education, the need to measure business impact, and the mindset required to succeed in customer education.

Takeaways

  • The focus in customer education should be on guiding customers to value, not just educating them on every feature.
  • Measuring class activity is a vanity metric; the focus should be on data tied to business outcomes.
  • Agile methodologies and designing experiences are essential in effective customer education.
  • Shifting from traditional teaching to customer education requires a change in mindset and approach.
  • Customer education professionals need to collaborate with executives and data teams to measure and demonstrate business impact. Customer education plays a crucial role in driving business outcomes and should be aligned with business goals and metrics.
  • Leadership needs to understand the fluid nature of education roles and the impact of customer education on business outcomes.
  • Engaging with the C-Lab podcast and community can provide valuable insights and connections for those involved in customer education.

    • Contents

    • 00:00 Introduction
    • 05:20 The Challenge of Measuring Impact in Customer Education
    • 11:26 Shifting Mindset: Traditional Teaching vs. Customer Education
    • 15:40 Principles of Effective Customer Education
    • 26:12 The Importance of Business Alignment in Education

      • Resources

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      Credits

      Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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