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7 Tips for Effective Virtual Training

Before Customer Success even existed, ESG already had a long history of robust experience in customer education – selling and operationalizing training sessions for some of the country’s largest software companies. As technology evolved, so did training modalities – moving from primarily in-person instructor led to include virtual training and on-demand options. Through this experience, […]

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The Customer Education Maturity Model

Like many things in the world today, the role and purpose of education organizations inside companies is very dynamic. Once a stalwart of technology offerings, education departments were able to get by with producing quality content and scheduling courses to deliver that content for many years. With the dawn of the digital era, much of […]

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Where Does Education Fit into the Customer Lifecycle?

Ignoring the impact of education on Customer Success simply isn’t an option. When Customer Success (CS) and Education Services (ES) teams are successfully aligned, product usage rates go up, and churn rates go down. Education within the customer lifecycle So, if more training equals higher adoption and less churn, the question then becomes, “where does […]

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Is Your Training Evolving? Modalities You Should Know & Use

Ensuring that your customers are well-educated and well-trained on how to use that awesome software they just purchased is key to ensuring that they actually use it. According to TSIA, 87% of software users are able to work more independently after taking training. Since independence in utilizing a new tool is critical to making it […]

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Upgrade from Freemium to Premium with Tech Touch

Everyone loves free stuff — like free samples of fancy cheese at the grocery store. But there’s a reason the store hands out free samples, and it’s not out of the goodness of their heart. They want you to spend money on a whole block of the fancy cheese. Freemium SaaS models — where the […]

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Step Out of the Customer Success Silo and into the Light of Education Services

Let’s be honest. If it were possible to just make one sale, stop there and have a “forever customer,” everyone would be a Customer Success (CS) pro. That isn’t quite our reality though. The CS reality is a lot more complex, nuanced and ultimately scientific. It requires relationship building, thoroughly understanding customer needs, advocating for […]

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