Customer Education: Why Smart Companies Profit by Making Customers Smarter

by Adam Avramescu

Today’s software companies can’t afford to be passive with their customers. As software moves to the web and becomes more consumerized, software companies can only grow if their current customers renew and grow over time. Otherwise those customers will leave, creating a “leaky bucket” of revenue. So, what are smart, innovative companies doing before they end up with severe churn problems? Forward-thinking companies invest in Customer Education early as a way to drive customer growth and maximize lifetime value in a scalable way. Over time, this function has the potential to differentiate a company in the market. Consider this book a survival guide to investing in a Customer Education function, -How to drive a Customer Education strategy across your customer lifecycle -Tips for creating killer content that will actually lead to customer performance -What tools to implement as part of your technology stack -Measurement strategies for improving your content and showing ROI -And more…

Genres: Business

308 pages, Kindle Edition

Published January 9, 2019

Reviews

[kelly · Rating 4 out of 5]

This was a huge help to me back when I was first considering a career in customer education. As an instructional designer, I knew about software training, but not about customer success and the business customer education. This had a lot more information and detail than I needed as the company I joined already have a mature program, but I'm certain it would be a goldmine for someone starting a CE program from the ground up or re-evaluating an existing one.

[Enfys · Rating 5 out of 5]

This book is on-point, quick and fun to read, and jargon-free: everything I want from a business book but rarely get! I love Adam's wit and clever ways to explain concepts, and how he cheerleads for the importance of quality customer education while also staying close to the "brass tacks" of how, what, when, and why. This book is both entertaining and practical. Highly recommended for anyone working for a tech company interested in expanding their customer education efforts.

[Keegan · Rating 4 out of 5]

If you are starting a Customer Education program from scratch this is your new best friend. I did opt for 4 stars as I did get a lot of the content from the authors podcast CELab, but it’s nice to have it in writing too. Great reference.

[Nude Literária · Rating 4 out of 5]

Good book! It's very conceptual, but I figured that it would be impossible to actually write about what to do. It's more focused to beginners so they can get their heads around central themes instead of tools and ways to achieve results. But the writing is quite good, conversational and clear.

[Max Booher · Rating 5 out of 5]

I wish I’d read this book 2 years ago when I first purchased it!

“If you can out-learn your competitors, you can out-educate them.” -Adam Avramescu

[Ms. · Rating 3 out of 5]

Useful, but the text heirarchy of headings is so wack in these kinda books

[Ryan Panzer]

A thorough and thoughtful primer by a true OG of the field.