Deliver maximum value to customers and clients with this blueprint to customer successIn The Customer Education Playbook: How Leading Companies Engage, Convert, and Retain Customers, customer learning experts Barry Kelly and Daniel Quick explain how teaching customers to best engage with your products and services is the key to converting them from prospects to loyal advocates of your brand.In this book, you'll examine how to define success for your customer, create a customer education development plan, and pursue customer success and revenue metrics. You'll also:* Learn why you should prioritize customer learning and invest in customer training and education* Discover how to create a detailed customer success and retention plan that emphasizes delivered value* Determine how to implement a learning strategy that maximizes and scales lifetime customer valuePerfect for founders, executives, managers, and practitioners at companies of all kinds, The Customer Education Playbook is especially practical for SaaS company executives seeking to extract and provide maximum value from their customers over the long haul.

Introduction viiChapter 1 How Customer Education Transforms Prospects to Champions 1Chapter 2 Customer Education as a Catalyst for Business Growth 7Chapter 3 Step 1: Maximize Impact by Aligning Customer Education to Business Goals 19Chapter 4 Step 2: Motivate Customers by Curating Their Path to Awesome 39Chapter 5 Step 3: Personalize Learning by Focusing on What Your Customers Need to Know 51Chapter 6 Step 4: Execute Your Strategy Flawlessly with a Development Plan 63Chapter 7 Step 5: Video or Course? Choosing the Right Content Format for the Job 77Chapter 8 Step 6: Make Content Engaging and Efficient for the Busy Customer 95Chapter 9 Step 7: Who Trains the Trainers? Transforming Your Team into Experts 111Chapter 10 Step 8: Design Learning Experiences That Lead to Behavioral Change 127Chapter 11 Step 9: Make Sure Your Customers Consume Your Content 141Chapter 12 Step 10: Did It Work? Measuring the Success of Your Content 157Chapter 13 Step 11: Actionable Strategies to Improve Your Content 171Chapter 14 Step 12: Demonstrate the ROI of Customer Education 187Chapter 15 Your Roadmap to High-Performance Customer Education 199Chapter 16 Looking Ahead: The Future of Customer Education 209Acknowledgments 217About the Authors 221Index 223