This is part 2 of a conversation between Todd Kirk and Dave Derington! Find part 1 on Dave's podcast CELab: https://customer.education/podcast/episode-155-todd-kirk-brainstorm-the-two-hump-problem/

In this episode, they focus on the 'two hump problem' that represents the gap between scaled and high-touch learning with customer education. They explore the importance of motivation, the role of admins as gatekeepers, and the complexities of change management.

Takeaways

The 'two hump problem' illustrates the gap between SMB and enterprise needs.

Building a bridge between SMB and enterprise customers is crucial.

Admins often act as gatekeepers in the adoption process.

Understanding the needs of champions is essential for success.

Change management is a complex issue in software adoption.

Training must be tailored to the specific audience's needs.

Empathy is vital in designing effective customer education programs.

Creating a supportive environment can enhance user engagement.

Creating a safe learning environment is crucial for customer success.

Understanding customer pain points leads to better training outcomes.

Effective onboarding requires a tailored approach to learning.

Short, engaging training sessions enhance participation.

Utilizing feedback loops can improve learning experiences.

Measuring success goes beyond attendance; it includes engagement metrics.

Contents

00:00 The Silent Struggle in SaaS Education

04:14 Building Bridges Between SMB and Enterprise

09:03 Understanding Change Management Challenges

12:47 The Role of Admins and Champions

19:33 Empathy in Customer Education

26:03 Creating a Safe Learning Environment

32:32 Understanding Customer Needs and Pain Points

36:10 Designing Effective Learning Experiences

44:42 Measuring Success and Progress

50:49 Empathy in Customer Education

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

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Show assistant: Jenna Mollinet