Jill Liles

#open-share - October 15, 2024 at 08:32 PM

been in the customer education space for a while, so here are my suggestions: • navigating the eternal debate between paid vs free vs freemium • making sure you have cross functional support for content development (support, product management, etc) • what is your plan to embed customer education into the onboarding journey • how will you track the impact of education on lifetime value (ie, do trained people buy more) • how will you track the impact of education on deal close timing / renewals (ie, do trained people buy faster?)

#general - October 09, 2024 at 08:42 PM

I'll be there - my first time!

#cabs - October 08, 2024 at 02:07 PM

We have a virtual CAB coming up this week actually so this is fresh in my mind 😉 We do 1.5 hours, but keep each segment fairly short. We have one member interview/deep dive on a hot topic in the industry, and then a second segment is a guided open conversation amongst all the members where they've seen the questions ahead of time. We have been doing an in-person and a virtual 6 months apart, but we've recently begun toying with the idea of holding shorter virtuals each quarter, but keeping the 1 in-person.

#cabs - September 11, 2024 at 07:01 PM

We have had good results doing a "Voice of the Customer" section where we ask them to prep in advance to answer a set of questions (either with slides or just think about their answers). In the spring we were asking about their priorities for the year, roadblocks they were anticipating, and how we could help them meet & overcome them. It sparked a lot of conversation between the members who saw they all had a lot of similar issues.