Description

Casey Trujillo discusses insights from Maria Manning-Chapman's episode that focuses on customer education and engagement metrics.

The conversation highlights the importance of understanding how many users are interacting with educational resources and the impact of these interactions on software adoption and customer experience. Learn how customer engagement strategies relates to Tesla's approach to making electric vehicles.

Takeaways

• Consider the percentage of your organization interacting with education resources.
• Engagement metrics can reveal gaps in customer experience.
• Less than 5% of total license users may be engaging with education.
• Understanding user engagement is crucial for ROI.
• Customer experience should be appealing and engaging.
• Ask why customers are not engaging with your services.
• Improving engagement can lead to better renewals and upsells.
• Tesla's success came from making EVs cool and desirable.
• Identify core reasons for low engagement to solve problems.
• Customer education is vital for software adoption and success.

Contents

• 00:00 Introduction to Customer Education Insights
• 02:46 Understanding Engagement Metrics
• 06:00 The Importance of Customer Experience

Resources

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Credits

Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred