Businesses that focus on customer education typically see significant growth in revenue and increased customer spending.

Why? Educated customers adopt solutions faster as well as remain loyal to the company for longer and are more likely to expand their investments. In this article, we'll show you how to leverage the power of education for customers to increase adoption, boost renewals, and drive growth. The guide is complete with actionable insights and real-world examples to support your journey.

  Skip ahead:  

1.         An Unseen Growth Lever: Why Customers' Education is the Key to Business Success
2.         the Acquisition Trap The Reasons Traditional Growth Models are failing in 2024
3.         Transform Customer Education into your most powerful growth Engine. A Strategic Framework
4.         Customer Education Success Stories: Real Success Stories from Companies that Did It Right
5.    Frequently Asked Questions About customer-led growth (FAQ)
6.         What's the future of Growth is Education-Led

Let's look at a strategy for scaling (and sustainable) growth. Let us help you turn education into a strategic growth driver.

A secret growth driver: Why customer education drives business success

Although companies invest 5X more in to acquire customers rather than keeping the ones they have, 90% of firms are aware of the positive effects of investing in customer education. Moreover, educational content has substantially increased the probability of purchasing from customers by 131%.
 
 The company you work for can assist more customers use your product with easy-to-follow education paths and step-by-step guides.

The impact of teaching customers extends beyond making them use a product. When they track how their customers interact and interact with their products, companies can spot any problems early and fix the issues before they force customers to quit. This method creates a distinct possibility for growth through showing the value and advantages.

As customers learn more through education, they find different ways to make use of the products, test out new features, and look into the related items. The simple purchase of a subscription transforms into a thriving partnership.

The Acquisition Trap The Reasons the traditional growth model is failing by 2024

The SaaS industry is currently facing substantial problems, which puts a lot of stress on companies who rely on recurring revenue. Just getting more customers isn't enough to grow any longer.

These numbers reveal a disturbing story: it costs 5 times more to acquire a new customer than to retain an existing one. Yet, the majority of trial users do not convert into paying customers. In addition is that 97% of users churn without warning signs and 80% of them consider their experience to be as vital as the product itself.

They're alarming signs that the traditional methods of growth aren't sustainable anymore. While costs for customer acquisition continue to climb and retention is becoming more important companies realize the importance of their Net Dollar Retention (NDR) strategy must undergo an overhaul, focusing on customer education and experiences as key drivers for long-term growth.

Transform Customer Education Into Your Most Powerful Growth Engine: An Strategic Framework

Customer education doesn't have to be just about imparting information, but rather strategically engaging customers at pivotal moments to drive business outcomes.

Here's how to implement this effectively:

  1. Launch an Strategic Onboarding Course

• "Quick wins" (Days 1-7) covering essential setup
• "Core features" (Days 8-15) with a focus on everyday usage
• "Advanced Implementation" (Days 16-30) to improve efficiency and scale.

Utilize your selected tech stack and team to create automated tracking for five core metrics: feature adoption rate as well as time-to-first value, course completion rate, NPS scores and support ticket reduction - ensuring that the new customer hits the key success indicators 40% faster over traditional onboarding.

  2. Design Engagement-Focused Learning Paths

• Embed quick-win activities that show immediate value
• Design and create customized training track based on user roles and goals

Split each of the features into micro-learning sessions lasting 5-10 minutes Combining

• Video tutorials
• Step-by-step instructions
• Hands-on exercises that users can complete within your product.

Create role-specific tracks (Admin Track, End-User Track Developer Track, End-User Track Track) with tailored content and relevant usage cases specific to each individual.

  3. Make use of data-driven intervention points

Your data is a valuable resource You should use it to determine what's happening with your clients. Create an early warning system that flags users who haven't logged in for 7 days, or completed important setup actions, or show declines in usage of the core functions. Design specific "rescue campaigns" featuring specific educational material for the three most important areas of friction with customers.

1. Initial challenges to setup
2. Feature underutilization
3. Integration problems.

Configure an automatized drip content schedule that is activated when usage drops to less than 40% of customers' usual routines, providing informative content, success stories and direct contact with customers service teams or the success team.

  4. Develop a community-powered learning ecosystem

Launch a three-tiered certification program (Basic, Advanced and Expert) that has clear specifications, real-world assessments and benefits to professional development at each level. Salesforce Trailhead is a prime illustration and has its Trailblazer Community having 500+ members across 90 nations.
 
 Develop a community platform where certified users can:

• Earn points of reputation for answering the questions
• Share templates and tips
• Create how-to guides and offer advice to fellow users

Pro Tips: Establish a "Global Champions" program that identifies and helps power users across different regions to create localized content as well as manage regional user groups beginning with the 5 most important areas.

Customer Education Success Stories: Actual Success Stories from Companies that Did The Right Way

Responding to the challenge, PayShepherd adopted a self-guided educational model online using Plus. This transition transformed their onboarding by slashing more than 350 hours in three months, and cutting one-on-one calls to fifteen minutes. By creating engaging, multimedia-rich course material, PayShepherd not only improved efficiency but also boosted customer satisfaction and engagement which ultimately improved customer satisfaction and driving business growth.

Now consider Weights & Biases (W&B) , a leader in tools to help machine learning professionals.

With the goal of scaling education to a global audience, W&B launched their AI Academy using Plus. The comprehensive plan included brand-name learning experiences, courses designed to meet the needs of different levels, and effortless integration of tools into the lessons. This approach positioned W&B as a thought leader as well as boosted community engagement and enhanced customer trust of their software.

Through the expansion of their education initiatives, W&B empowered learners worldwide to face real-world machine-learning challenges, fostering the spirit of creativity and community while cementing their leadership in the field.

  Getting Started  

Take inspiration to PayShepherd as well as Weights & Biases to level up your education for customers:

• Review your needs for onboarding and training: Identify inefficiencies as well as opportunities to scale.
• Make use of technology: Choose a platform that can support branding, scaling and varied learning formats.
• Create meaningful content: Address real-world challenges through engaging, relevant classes.
• Foster engagement: Encourage collaboration and interactivity among learners to create more strong community bonds.

The power of education is a multiplier. It doesn't matter if you're streamlining onboarding, or scaling a global academy, thoughtful investment in customer training will yield benefits in terms of trust, loyalty and adoption.

frequently asked questions (FAQ) about Customer Led-Growth and education

Q: How much does customer education reduce support costs?

A: Customer education dramatically lowers the cost of support, with companies reporting an average 6.1 percent reduction in support expenditures. The companies save on support costs per dollar spent on education for their customers since educated customers are less likely to submit support tickets and solve the most problems that are common. Additionally the time customers contact for support, their questions are more advanced and valuable in product development.

Q: How do you measure customer education success?

A: The effectiveness of customer education is evaluated by the use of key indicators, such as learning completion rates, feature adoption rates, time-to-value (TTV) and the reduction of support tickets, as well as Net Dollar Retention (NDR). The most successful companies measure these indicators using learning management systems integrated with the customer support platforms. Successful programs usually show gains in a variety of areas such as faster time-to-value by 40 and a 50% reduction in support tickets, and 15-30% increase in customer acceptance within the initial 90 days.

the Future of Revenue The future of growth is based on education.

What happens when SaaS businesses grow has changed quickly. With the cost increasing to acquire new customers and people expect more, the most successful companies are shifting their strategies. Instead of just seeking more customers, they're now teaching people how to get the most value from their offerings.

Through the implementation of a strategic educational framework ranging from structured onboarding academy to data-driven intervention points--you're not simply teaching the customer, but building a sustainable engine for expansion.

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