[{"data":1,"prerenderedAt":219},["ShallowReactive",2],{"blog-page-47":3},{"posts":4,"pagination":138,"availableTags":145},[5,34,59,78,98,118],{"id":6,"uuid":7,"title":8,"slug":9,"html":10,"comment_id":11,"feature_image":12,"featured":13,"visibility":14,"created_at":15,"updated_at":16,"published_at":17,"custom_excerpt":18,"codeinjection_head":19,"codeinjection_foot":20,"custom_template":20,"canonical_url":20,"authors":21,"tags":27,"primary_author":28,"primary_tag":20,"url":29,"excerpt":18,"reading_time":30,"access":31,"comments":13,"og_image":20,"og_title":20,"og_description":20,"twitter_image":20,"twitter_title":20,"twitter_description":20,"meta_title":32,"meta_description":33,"email_subject":20,"frontmatter":20,"feature_image_alt":20,"feature_image_caption":20},"6a348566a714870001980700","07e50105-194f-46fb-9227-d2ea4ee39750","Churn Rate: How to Understand, Calculate, and Reduce Churn to Retain Your Customers","churn-rate","\u003Cp>Every day, SaaS companies lose millions in revenue not because they can’t acquire customers, but because they can’t retain them. \u003C\u002Fp>\u003Cp>The painful truth is that while a company celebrates signing 100 new customers a month, 20 existing customers are planning to exit. And this means a loss in recurring revenue. \u003C\u002Fp>\u003Cp>Churn is every business’s nightmare and it is inevitable. So, fixing your leaky bucket in time can help curb it significantly. \u003C\u002Fp>\u003Cp>In this guide, we’ll break down everything you need to know about SaaS churn rates—from how to calculate them to proven strategies for reducing churn.\u003C\u002Fp>\u003Ch2 id=\"what-is-churn-rate\">\u003Cstrong>What is Churn Rate?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>The churn rate represents the percentage of customers who quit using your product over a period of time. In simple terms, churn rate is the rate at which a business loses its customers which can be due to:\u003C\u002Fp>\u003Cul>\u003Cli>Canceling their subscriptions \u002F not renewing the contract\u003C\u002Fli>\u003Cli>Switching to competitor products or alternative solutions \u003C\u002Fli>\u003C\u002Ful>\u003Cp>Churn rate is a critical metric for understanding your business health, especially for SaaS and other subscription-based companies, as it impacts the company's recurring revenue. \u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FArtboard-1-copy-11@2x.png\" class=\"kg-image\" alt=\"Illustration of how Churn looks\" loading=\"lazy\" width=\"1000\" height=\"800\">\u003Cfigcaption>What is Churn?\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>When the churn rate is:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>High churn rate: \u003C\u002Fstrong>more number of customers stop using your product. This reduces the recurring revenue for the company.\u003C\u002Fli>\u003Cli>\u003Cstrong>Low churn rate: \u003C\u002Fstrong>only\u003Cstrong> \u003C\u002Fstrong>a small number of customers stop using your product. It indicates no drastic change in recurring revenue.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>To calculate the churn rate for your business, it is good to know about the two dimensions of churn:\u003C\u002Fp>\u003Cul>\u003Cli>Customers\u003C\u002Fli>\u003Cli>Revenue  \u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Customer Churn\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Customer churn represents the \u003Cstrong>number of customers \u003C\u002Fstrong>who\u003Cstrong> \u003C\u002Fstrong>stop using your product. This churn helps to understand your customer behavior and customer satisfaction.\u003C\u002Fp>\u003Cp>When a company offers multiple products at different price points (like Google does), tracking customer churn rates helps evaluate how well each product is performing.\u003C\u002Fp>\u003Cp>From the insights derived, a company can:\u003C\u002Fp>\u003Cul>\u003Cli>Identify which products have retention problems\u003C\u002Fli>\u003Cli>Understand if certain pricing tiers are more prone to cancellations\u003C\u002Fli>\u003Cli>Spot patterns in customer behavior across different offerings\u003C\u002Fli>\u003Cli>Make informed decisions about product improvements and pricing strategies\u003C\u002Fli>\u003C\u002Ful>\u003Cp>For example, if Google notices high churn in Google Workspace Business tier but low churn in Enterprise, it might indicate pricing issues or missing features at that tier level.\u003Cbr>\u003Cbr>\u003Cstrong>Revenue Churn\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Revenue churn measures\u003Cstrong> the amount of recurring revenue\u003C\u002Fstrong> lost due to customers who churned. It indicates how much it affects the financial health of your business.\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Aspect\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Customer Churn\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Revenue Churn\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Definition\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Percentage of customers who stop using product\u002Fservice\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Percentage of revenue lost from cancellations\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Formula\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">(Lost Customers ÷ Total Customers) × 100\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">(Lost Revenue ÷ Total Revenue) × 100\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Best Used For\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Understanding user satisfaction and behavior patterns\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Assessing financial impact and business health\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Limitations\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Doesn't show the financial impact of lost customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Might mask underlying customer satisfaction issues\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Example\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">If 5 out of 100 customers leave = 5% churn\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">If those 5 customers represented $15,000 of $100,000 revenue = 15% churn\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Use Case\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Best for subscription-based businesses with similar pricing tiers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Best for businesses with varying customer contract values\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch2 id=\"types-of-churn\">\u003Cstrong>Types of Churn\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Churn can be of two types - Voluntary and Involuntary churn, each with distinct triggers.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FArtboard-1-copy-13@2x.png\" class=\"kg-image\" alt=\"image of how voluntary and involuntary churn acts\" loading=\"lazy\" width=\"1000\" height=\"800\">\u003Cfigcaption>Voluntary and Involuntary Churn\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch3 id=\"voluntary-churn\">\u003Cstrong>Voluntary Churn\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Voluntary churn happens when the customer chooses to leave. The reasons are \u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>Product Dissatisfaction\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>When customers are not satisfied or face problems while using your product. This includes:\u003C\u002Fp>\u003Col>\u003Cli>Poor product navigation\u003C\u002Fli>\u003Cli>Frequent bugs or technical issues\u003C\u002Fli>\u003Cli>Lack of promised functionality\u003C\u002Fli>\u003Cli>Complex product \u003C\u002Fli>\u003C\u002Fol>\u003Cp>Example:  A company stops using project management tools because it lacks crucial integration capabilities with other tools that it needs in its workflow. \u003C\u002Fp>\u003Cp>\u003Cstrong>2. Competitive market\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Customers switch to an alternative or competitors’ solutions over the following advantages:\u003C\u002Fp>\u003Col>\u003Cli>Lower price\u003C\u002Fli>\u003Cli>Advanced features\u003C\u002Fli>\u003Cli>Better customer support \u003C\u002Fli>\u003C\u002Fol>\u003Cp>Example: A small business switches from one CRM to another because the competitor offers AI-powered insights at a similar price point.\u003C\u002Fp>\u003Ch3 id=\"involuntary-churn\">\u003Cstrong>Involuntary Churn\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Involuntary churn occurs when customers unintentionally stop using the product, typically due to payment failures or technical issues, rather than an intended decision to cancel. \u003C\u002Fp>\u003Cp>Reasons for involuntary churn: \u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>Failed Payment Processing\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cul>\u003Cli>Expired credit cards\u003C\u002Fli>\u003Cli>Insufficient funds\u003C\u002Fli>\u003Cli>Declined transactions\u003C\u002Fli>\u003Cli>Invalid card information\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>2. Technical Issues\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Failed automated renewals\u003C\u002Fli>\u003Cli>System errors\u003C\u002Fli>\u003Cli>Authentication problems\u003C\u002Fli>\u003Cli>Account access issues\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>3. Administrative Problems\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Outdated billing information\u003C\u002Fli>\u003Cli>Wrong contact details\u003C\u002Fli>\u003Cli>Missed renewal notifications\u003C\u002Fli>\u003Cli>Lost account credentials\u003C\u002Fli>\u003C\u002Ful>\u003Cp>A purpose-built \u003Ca href=\"https:\u002F\u002Fchurnbuster.io\u002Fcancel-flows?ref=blog-api.saastube.io\">churn management software\u003C\u002Fa> can intercept customers at the moment they decide to leave, using personalized cancel flows and dunning workflows to recover both types of churn before revenue is lost.\u003C\u002Fp>\u003Ch2 id=\"importance-of-churn-rates\">\u003Cstrong>Importance of Churn Rates\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>The churn rate is a critical metric that impacts the health and growth of a business. Here’s why understanding churn rates is particularly crucial for SaaS companies:\u003C\u002Fp>\u003Ch3 id=\"recurring-revenue\">\u003Cstrong>Recurring Revenue\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>As customers quit using your product, it directly impacts your recurring revenue. Since SaaS companies rely heavily on MRR and ARR, high churn leads to a loss in predictable revenue, making it harder to sustain or grow. \u003C\u002Fp>\u003Cp>Addressing churn helps to maintain steady revenue by retaining existing customers rather than relying on acquiring new customers.\u003C\u002Fp>\u003Ch3 id=\"provides-customer-satisfaction\">\u003Cstrong>Provides Customer Satisfaction\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Churn rates provide clear insights into how customers are satisfied. High churn often signals dissatisfaction, which may stem from issues like poor product-market fit, insufficient value delivery, or inadequate customer support. \u003C\u002Fp>\u003Cp>Tracking and analyzing churn rates helps to understand where you are falling short in delivering value to customers. Therefore, addressing their needs and expectations fosters a positive customer experience and boosts overall satisfaction.\u003C\u002Fp>\u003Ch3 id=\"influences-growth-and-scalability\">\u003Cstrong>Influences Growth and Scalability\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>When a company loses customers faster than it gains them, growth becomes challenging. High churn rates force businesses to focus primarily on replacing lost customers instead of expanding their reach. \u003C\u002Fp>\u003Cp>By understanding and reducing churn, companies can stabilize their revenue, which allows them to invest more effectively in product development and customer acquisition.\u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FArtboard-1-copy-13_1@2x.png\" class=\"kg-image\" alt=\"Image of good montly churn rate in SaaS industry\" loading=\"lazy\" width=\"1000\" height=\"801\">\u003Cfigcaption>Churn Rate for SaaS\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cblockquote>\u003Ca href=\"https:\u002F\u002Fwww.custify.com\u002Fblog\u002Fcustomer-churn-guide\u002F?ref=blog-api.saastube.io#:~:text=A%20good%20monthly%20customer%20churn%20rate%2C%20particularly%20for%20SaaS%2C%20is%20between%203%25%20and%205%25.\">Note:\u003C\u002Fa> A good monthly customer churn rate for SaaS is between 3% and 5%.\u003C\u002Fblockquote>\u003Ch2 id=\"calculating-and-analyzing-churn-rate\">\u003Cstrong>Calculating and Analyzing Churn Rate\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Now that we understand what churn rate is and its importance, let's learn how to calculate Customer and Revenue Churn. \u003C\u002Fp>\u003Cblockquote>Important - When you calculate churn rates using the formulae below, always determine the time period: monthly, quarterly, or annual. \u003Cbr>\u003C\u002Fblockquote>\u003Ch3 id=\"simple-churn\">\u003Cstrong>Simple Churn\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Tells about lost customers during the specified period.\u003C\u002Fp>\u003Ch4 id=\"traditional-churn-rate\">\u003Cstrong>Traditional Churn Rate\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>This only takes into consideration churned customers within a specified period of time.\u003C\u002Fp>\u003Ch5 id=\"customer-churn-rate\">\u003Cstrong>Customer Churn Rate\u003C\u002Fstrong>\u003C\u002Fh5>\u003Cp>Since this takes into account the number of customers lost, it is calculated as \u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Customer Churn Rate\u003C\u002Fstrong> \u003Cstrong>= (Number of Customers lost \u002F number of customers at the beginning of period) X 100.\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>\u003Cstrong>Example:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>If the customers at the beginning of a month are 10,000.\u003C\u002Fp>\u003Cp>Out of 10,000 customers, 100 customers quit using your product.\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Customers at the beginning of the month\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">10,000\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Costumers churned\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">100\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Cp>Customer churn rate = 100 \u002F 10,000\u003C\u002Fp>\u003Cp>= 0.1\u003C\u002Fp>\u003Cp>= 0.1 X 100\u003C\u002Fp>\u003Cp>= 10%\u003C\u002Fp>\u003Cp>\u003Cstrong>Customer churn rate = 10%\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch5 id=\"revenue-churn-rate\">\u003Cstrong>Revenue Churn Rate\u003C\u002Fstrong>\u003C\u002Fh5>\u003Cp>Since this takes into account the amount of revenue being lost, it is calculated as \u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Revenue Churn Rate = (Amount of revenue lost due to customers churn \u002F Amount of revenue at the beginning of the period) X 100.\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>\u003Cstrong>Example :\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Let's take the same example with their revenue contribution ( product plan price )\u003C\u002Fp>\u003Cp>10,000 customers at the beginning of a month = 6,000 customers with $30 + 4,000 customers with $50.\u003C\u002Fp>\u003Cp>100 customers churned = 50 customers churn with $30 + 50 customers churn with $50.\u003C\u002Fp>\u003Cp>9000 customers at the end of the month = 5,950 customers with $30 + 3950 customers with $50.\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>$30 plan\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>$50 plan\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Total Revenue\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Customers at the beginning of a month\u003Cbr>(10,000)\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">6,000 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">4,000 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">$380,000\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Customers churned(100)\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">50 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">50 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">$ 4,000\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Customers at the end of the month(9000)\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">5,950 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">3,950 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">$ 376,000\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch4 id=\"net-churn-rate\">\u003Cstrong>Net Churn Rate\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Net churn rate shows lost customers by taking into account \u003Cstrong>new customers gained during that time period.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>It typically indicates the growth rates. It shows the balance between customers churning and new customers joining at a specified period. Here, are the formula for calculating the net churn rate. \u003C\u002Fp>\u003Ch5 id=\"net-customer-churn-rate\">\u003Cstrong>Net Customer Churn Rate\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fh5>\u003Cblockquote>\u003Cstrong>Net Customer Churn Rate = [(Customers at the end of the specified period - Customers at the beginning of the period) \u002F Customers at the beginning of the period] × 100%\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>\u003Cstrong>Example :\u003C\u002Fstrong>\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Customers at the beginning of the month\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">10,000\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Costumers churned\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">100\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>New customers joining\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">200\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Customers remaining at the end of the month\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">10,100\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Cp>Net customer churn rate = [(10,100 - 10,000) \u002F 10,000) X100]\u003C\u002Fp>\u003Cp>= (100 \u002F 10,000) X 100\u003C\u002Fp>\u003Cp>= 1%\u003C\u002Fp>\u003Cp>\u003Cstrong>Net customer churn rate = 1%.\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch5 id=\"net-revenue-churn-rate\">\u003Cstrong>Net Revenue Churn Rate\u003C\u002Fstrong>\u003C\u002Fh5>\u003Cblockquote>\u003Cstrong>Net revenue churn rate = (Revenue at the end of a specified period - Revenue at the beginning of a specified period ) \u002F Revenue at the beginning of a specified period) X 100%.\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>\u003Cstrong>Example:\u003C\u002Fstrong>\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>$30 Plan\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>$50 Plan\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Total Revenue\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Customers at the beginning of a month\u003Cbr>(10,000)\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">6,000 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">4,000 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">$380,000\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Customers churned(100)\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">50 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">50 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">$ 4,000\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>New Customers purchasing the product (200)\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">150 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">50 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">$ 7,000\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Customers at the end of the month(10,300)\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">5,800 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">4,000 customers\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">$374,000\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Cp>Net revenue Churn rate = [( $374,000 - $380,000 ) \u002F 380,000] X 100\u003C\u002Fp>\u003Cp>= (-$6,000 \u002F 380,000) X 100\u003C\u002Fp>\u003Cp>= -1.6% \u003C\u002Fp>\u003Cp>\u003Cstrong>Net revenue churn rate = -1.6% which means the revenue is shrinking, not growing.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cbr>\u003Cstrong>Annualized Churn Rate\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The annualized churn rate is calculated from the monthly churn rate \u002F quarterly churn rate. The annual churn rate offers a view of long-term trends, helping evaluate the success of your \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-success\u002F?ref=blog-api.saastube.io\">customer success\u003C\u002Fa> folks.\u003C\u002Fp>\u003Cp>Formula :\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Annualized Churn Rate = 1 - (1 - monthly churn)^12\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fblockquote>\u003Cp>Example:\u003C\u002Fp>\u003Cp>Monthly churn rate = 1%\u003C\u002Fp>\u003Cp>Annualized churn rate = 1 - (1 - 0.01)^12\u003C\u002Fp>\u003Cp>= 1 - (0.99)^12\u003C\u002Fp>\u003Cp>= 1 - 0.886 = 11.4%\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Annualized churn rate when quarterly churn rate is given\u003C\u002Fstrong>\u003C\u002Fblockquote>\u003Cblockquote>\u003Cstrong> = 1 - (1  - quarterly_churn)^4\u003C\u002Fstrong>\u003Cbr> \u003C\u002Fblockquote>\u003Cp>Example:\u003C\u002Fp>\u003Cp>Quarterly churn rate = 10%\u003C\u002Fp>\u003Cp>Annualized churn rate = 1 - (1 - 0.10)^4 \u003Cbr>                                     = 34%\u003C\u002Fp>\u003Ch2 id=\"understanding-churn-drivers\">\u003Cstrong>Understanding Churn Drivers\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Before tackling how to reduce the churn in your organization, it is important to find out the most common churn drivers: \u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>The Onboarding Gap\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The onboarding gap refers to the gap between a customer's initial expectations and their ability to achieve value from your product during the early stages of their journey. \u003C\u002Fp>\u003Cp>If customers don’t receive the right guidance, they may never fully adopt the product.\u003C\u002Fp>\u003Cp>The following reasons lead to onboarding gaps:\u003C\u002Fp>\u003Cul>\u003Cli>No proper guidance\u003C\u002Fli>\u003Cli>One-size-fits-all onboarding flow\u003C\u002Fli>\u003Cli>Unnecessary product tour\u003C\u002Fli>\u003Cli>Long time to value\u003C\u002Fli>\u003Cli>Poor product-customer fit\u003C\u002Fli>\u003Cli>Lack of clear success metrics\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>2. \u003Cstrong>\u003Cstrong>Poor \u003C\u002Fstrong>\u003C\u002Fstrong>V\u003Cstrong>\u003Cstrong>alue \u003C\u002Fstrong>\u003C\u002Fstrong>R\u003Cstrong>\u003Cstrong>ealization (Product).\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>If your customers do not realize the value of your product sooner, then they are likely to churn. Some reasons for poor value realization are:\u003C\u002Fp>\u003Cul>\u003Cli>No guidance for customers to use your sticky features\u003C\u002Fli>\u003Cli>Features not aligning with needs\u003C\u002Fli>\u003Cli>Improper walkthrough of your product.\u003C\u002Fli>\u003Cli>Frequent bugs\u003C\u002Fli>\u003Cli>No clear product roadmap\u003C\u002Fli>\u003Cli>Security\u002Fcompliance concerns\u003C\u002Fli>\u003Cli>Complex user interface \u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>3. \u003Cstrong>\u003Cstrong>Poor \u003C\u002Fstrong>\u003C\u002Fstrong>C\u003Cstrong>\u003Cstrong>ustomer \u003C\u002Fstrong>\u003C\u002Fstrong>S\u003Cstrong>\u003Cstrong>upport\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>When issues are not addressed promptly, it can lead to customer dissatisfaction and diminishing trust in the product and the organization. Some drivers:\u003C\u002Fp>\u003Cul>\u003Cli>Long response time for support tickets\u003C\u002Fli>\u003Cli>Poor quality in support response\u003C\u002Fli>\u003Cli>Lack of self-service support resources\u003C\u002Fli>\u003Cli>Frequent bugs in the software \u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>4. \u003Cstrong>\u003Cstrong>Lack of \u003C\u002Fstrong>\u003C\u002Fstrong>E\u003Cstrong>\u003Cstrong>ngagement\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>When there is little to no communication or interactions with customers, they feel undervalued, neglected, and ultimately churn. Lack of engagement includes\u003C\u002Fp>\u003Cul>\u003Cli>No regular check-ins\u003C\u002Fli>\u003Cli>Irregular tracking of customer behavior\u003C\u002Fli>\u003Cli>No proactive engagement\u003C\u002Fli>\u003Cli>Missing quarterly business reviews\u003C\u002Fli>\u003Cli>No user\u002Ffeedback sessions\u003Cstrong> \u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"how-to-conduct-churn-analysis-and-surveys\">\u003Cstrong>How to Conduct Churn Analysis and Surveys\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Before we learn how to conduct churn analysis, let’s revise the key indicators that help identify churn. \u003C\u002Fp>\u003Cp>\u003Cstrong>The Key Indicators for Churn Analysis \u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Customer Lifetime Value (CLV) \u003C\u002Fstrong>-  Projects a customer’s total revenue over their relationship with your service, helping prioritize retention efforts.\u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>Average Revenue Per User  (ARPU)\u003C\u002Fstrong> - This helps determine if churn is higher among high-valued or low-valued customers.\u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>Customer Acquisition Cost (CAC)\u003C\u002Fstrong> - Indicates how much it costs to acquire a customer. A high churn rate relative to CAC can mean that acquisition costs aren’t recouped.\u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>Net Promoter Score (NPS)\u003C\u002Fstrong> - Measures customer satisfaction and likelihood to recommend. \u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>Customer Engagement Score\u003C\u002Fstrong> - Assesses usage frequency, feature adoption, and engagement levels. It helps identify at-risk customers based on low engagement.\u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>Time to Value (TTV)\u003C\u002Fstrong> - Measures how quickly customers gain value from the product, with a long TTV potentially leading to higher churn.\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"step-1-collect-the-required-data\">\u003Cstrong>Step 1: Collect the required data\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Collect customer data based on demographics and behavior. \u003C\u002Fp>\u003Cp>\u003Cstrong>Demographics:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Age, location, industry\u003C\u002Fli>\u003Cli>Company size (for B2B)\u003C\u002Fli>\u003Cli>Purchase history\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Behavioral: \u003C\u002Fstrong>\u003Cbr>To track how customers interact with the product over time.\u003C\u002Fp>\u003Cul>\u003Cli>Product usage patterns\u003C\u002Fli>\u003Cli>Feature usage\u003C\u002Fli>\u003Cli>Support ticket history\u003C\u002Fli>\u003Cli>Payment history\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"step-2-conduct-churn-analysis\">\u003Cstrong>Step 2: Conduct churn analysis\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>With the data, analyze their behavior using one of the two models: \u003C\u002Fp>\u003Cp>\u003Cstrong>Descriptive Analysis\u003C\u002Fstrong>:\u003C\u002Fp>\u003Cul>\u003Cli>Segment customers based on characteristics and usage\u003C\u002Fli>\u003Cli>Identify patterns among churned customers\u003C\u002Fli>\u003Cli>Identify peak churn periods\u003C\u002Fli>\u003Cli>Analyze their customer journey to find high-risk touchpoints\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Predictive analysis\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Uses data modeling to forecast churn likelihood and at-risk customers.\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Logistic regression\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>It works by identifying how different factors (e.g., customer usage, support tickets, payment history) impact the likelihood of churn\u003C\u002Fp>\u003Cp>\u003Cstrong>Example:\u003C\u002Fstrong> \u003Cbr>If a model finds that a high number of support tickets increases the probability of churn, it assigns a positive weight to that factor. \u003C\u002Fp>\u003Cp>Logistic regression is effective for understanding how each factor affects churn likelihood, making it a popular choice for early-stage churn prediction models.\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Gradient boosting\u003C\u002Fstrong>\u003Cbr>Builds models sequentially, with each new model correcting the errors of the previous one. It starts with a simple model, and gradually improves accuracy by focusing on data points that previous models misclassified.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Example: \u003C\u002Fstrong>\u003Cbr>Identifying subtle signals in customer behavior that increase churn risk. It’s powerful for churn analysis because it effectively \"learns\" from mistakes, refining predictions with each step.\u003C\u002Fp>\u003Ch4 id=\"conducting-effective-churn-surveys\">\u003Cstrong>Conducting Effective Churn Surveys\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Surveys are critical for gathering direct customer insights on churn. Here’s how to structure them:\u003C\u002Fp>\u003Ch5 id=\"survey-types\">\u003Cstrong>Survey types\u003C\u002Fstrong>\u003C\u002Fh5>\u003Cul>\u003Cli>\u003Cstrong>Exit surveys\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Col>\u003Cli>Timing: Immediately after cancellation\u003C\u002Fli>\u003Cli>Format: Short, focused questions\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The questions should focus on the primary reasons for churn and whether anything could have prevented their churning. \u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Customer Satisfaction Surveys\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Col>\u003Cli>Timings: Regular intervals (quarterly recommended)\u003C\u002Fli>\u003Cli>Format: Mix of quantitative and qualitative questions, Likert scale \u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>Survey guidelines:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Make sure the survey is short ( under 5 mins)\u003C\u002Fli>\u003Cli>Use a mix of question types - MCQs, rating scales, and open-ended questions(very few)\u003C\u002Fli>\u003Cli>Question Framework\u003C\u002Fli>\u003C\u002Ful>\u003Col>\u003Cli>Product Usage - Frequency, commonly used features, and areas of frustration\u003C\u002Fli>\u003Cli>Satisfaction-based questions (metrics)\u003C\u002Fli>\u003Cli>Future intention - Likelihood of continuing the service, potential for expansion, and likelihood to recommend\u003C\u002Fli>\u003C\u002Fol>\u003Cul>\u003Cli>Use multiple channels - emails, in-app, and websites\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"strategies-to-reduce-churn\">\u003Cstrong>Strategies to Reduce Churn\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Strategies centered on offering proactive customer service and enhancing customer relationships can drastically reduce churn rates.\u003C\u002Fp>\u003Ch3 id=\"proactive-customer-success-management\">\u003Cstrong>Proactive Customer Success Management\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Preventing churn begins with a proactive \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-success-management\u002F?ref=blog-api.saastube.io\">customer success management\u003C\u002Fa>. Anticipating and addressing potential needs and issues helps build trust among customers and increase retention.  \u003C\u002Fp>\u003Cp>\u003Cstrong>Onboarding and Adoption\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Onboarding provides a valuable first impression - to show how your product is going to be the best solution to achieve their goals.\u003C\u002Fp>\u003Cp>For a smooth onboarding process, here’s what you can do:\u003C\u002Fp>\u003Cul>\u003Cli>Set up a knowledge base with video tutorials, interactive guides, and help documents\u003C\u002Fli>\u003Cli>Schedule one-to-one sessions to understand your customers and their goals\u003C\u002Fli>\u003Cli>Personalize onboarding journeys based on different user roles   \u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Some things you can do to be proactive\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Establish regular feedback sessions with customers on the onboarding journey\u003C\u002Fli>\u003Cli>Create a roadmap to explain how your product will help them to address their needs over time\u003C\u002Fli>\u003Cli>Send automated emails or notifications to accounts with irregular product activity \u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"continuous-engagement-and-support\">\u003Cstrong>Continuous Engagement and Support\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>This strategy helps retain customers long after onboarding is completed. Consistent customer engagement ensures customers continue to see value in the product, which ultimately helps to reduce churn.\u003C\u002Fp>\u003Cp>Here’s what you can do:\u003C\u002Fp>\u003Cul>\u003Cli>Offer a self-service knowledge base that is always available\u003C\u002Fli>\u003Cli>Schedule periodic touch points to discuss goals and gather feedback\u003C\u002Fli>\u003Cli>Implement chatbots to handle common queries, reducing response times and enhancing accessibility\u003C\u002Fli>\u003Cli>Providing education materials and training opportunities to customers\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Some things you can do to be proactive:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>If there is a decline in user product activity, connect with them through emails, or calls to identify issues and address them before they escalate\u003C\u002Fli>\u003Cli>Frequently update the knowledge base with solutions for new issues, product updates, and best practices, so that customers can resolve at their own pace\u003C\u002Fli>\u003Cli>Conduct webinars frequently to stay connected with your customers and to show the best out of your product and related industry trends\u003C\u002Fli>\u003Cli>Provide an LMS that includes interactive, gamified elements to guide users through product features and benefits, increasing engagement and product proficiency\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"personalization\">\u003Cstrong>Personalization\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Personalization is about crafting customer experiences that directly cater to customers’ unique needs and goals. This makes customers feel the entire experience is hand-crafted for them.\u003C\u002Fp>\u003Cp>Some ways to personalize:\u003C\u002Fp>\u003Cul>\u003Cli>Trigger product recommendations through emails or in-app messages based on their usage pattern and level of customer lifecycle stage\u003C\u002Fli>\u003Cli>Offer training courses based on customers’ job roles\u003C\u002Fli>\u003Cli>Recommend relevant help content in the Knowledge Base based on customer role\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"enhancing-customer-experience\">\u003Cstrong>Enhancing Customer Experience\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customer experience is often the cornerstone in a SaaS company’s ability to retain customers for long-term. Consistently delivering value, and helping customers achieve success can significantly enhance their experience to reduce churn and drive loyalty. \u003C\u002Fp>\u003Ch4 id=\"delivering-value-and-meeting-expectations\">\u003Cstrong>Delivering Value and Meeting Expectations\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Meeting customer expectations is about consistently delivering the value promised. Here’s how to execute it effectively:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Listen first: Understand your customer's goals and needs\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Schedule a comprehensive onboarding call or discovery session to capture customers’ challenges, what they want to achieve with your product, and specific KPIs. Listening carefully helps to gain a deep understanding of their goals, challenges, and desired outcomes. \u003C\u002Fp>\u003Cp>Key questions to guide this process:\u003C\u002Fp>\u003Cul>\u003Cli>What does success look like to them in 6 months?\u003C\u002Fli>\u003Cli>What are the challenges they are facing?\u003C\u002Fli>\u003Cli>How would they measure ROI from your solution?\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>2. \u003Cstrong>\u003Cstrong>Create a value-based roadmap\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Use insights gathered to design a personalized roadmap showing how your product will help them achieve their goals.\u003C\u002Fp>\u003Cp>\u003Cstrong>Tips :\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Include milestones to show your customers nearing their success.\u003Cbr>\u003Cbr>\u003Cstrong>Example: \u003C\u002Fstrong>\u003Cbr>If a customer wants to streamline operations within six months, the roadmap might include milestones like full team onboarding in Month 1, automation of specific workflows by Month 3, and tracking efficiency improvements by Month 6\u003C\u002Fli>\u003Cli>Make sure the goals are in the form: Specific, Measurable, Achievable, Relevant, and Time-bound (SMART)\u003C\u002Fli>\u003Cli>Set realistic expectations on what your solutions can provide \u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>3. \u003Cstrong>\u003Cstrong>Track the Roadmap and Show Progress\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Regularly review the roadmap’s progress in monthly or quarterly business reviews, providing updates that clearly show how the product is helping achieve customers’ goals.\u003C\u002Fp>\u003Cp>Use metrics and examples to demonstrate the value of your partnership.\u003C\u002Fp>\u003Cul>\u003Cli>Usage statistics\u003C\u002Fli>\u003Cli>Success metrics\u003C\u002Fli>\u003Cli>ROI calculations\u003C\u002Fli>\u003Cli>Time to Value\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"building-strong-relationship\">\u003Cstrong>Building Strong Relationship\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Long-term relationship-building is essential to creating a loyal customer base who are less likely to churn. While a product’s functionality is critical, the trust and rapport-like relationship, you and your team establish with your customers can significantly impact retention.  \u003C\u002Fp>\u003Cp>Position yourself as a knowledgeable partner by consistently sharing best practices, industry insights, and valuable content tailored to your customers’ needs. This can be provided through\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Webinars\u003C\u002Fstrong> \u003Cbr>You can share,\u003C\u002Fli>\u003C\u002Ful>\u003Col>\u003Cli>Monthly best practice on product\u003C\u002Fli>\u003Cli>Quarterly industry trends\u003C\u002Fli>\u003Cli>Customer success stories\u003C\u002Fli>\u003C\u002Fol>\u003Cul>\u003Cli>\u003Cstrong>Community engagement\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Establish a presence on social media or other platforms where users can connect, share experiences, and discuss solutions\u003C\u002Fp>\u003Cul>\u003Cli>Share helpful content by publishing blogs, how-to guides, Industry research, Success blueprints\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"addressing-feedback-and-concerns\">\u003Cstrong>Addressing Feedback and Concerns\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Valuing and actively addressing customer feedback is crucial to a positive customer experience. To demonstrate that their voices are heard and valued:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Structure feedback collection systems\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Collect feedback to get different insights from various channels such as\u003C\u002Fp>\u003Cul>\u003Cli>Check-in calls\u003C\u002Fli>\u003Cli>Surveys\u003C\u002Fli>\u003Cli>In-app and website feedback\u003C\u002Fli>\u003Cli>Customer support team\u003C\u002Fli>\u003Cli>Emails\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Segment the feedback collected as onboarding challenges, feature requests, training needs, product workflow, and more. And conduct sentiment analysis to find positive, negative, or neutral feedback.\u003C\u002Fp>\u003Cp>\u003Cstrong>2. Create closed-loop feedback\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Closed-loop feedback means responding to the customer’s input and showing them how it was used. Follow up on the feedback by explaining what actions were taken and how they improved their experience. \u003C\u002Fp>\u003Cp>Steps:\u003C\u002Fp>\u003Cp>\u003Cstrong>Collect -> Analyse -> Action -> Follow up\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Example :\u003C\u002Fp>\u003Cp>If a customer suggests a feature enhancement, acknowledge the request, then inform them once it’s implemented, detailing how the feature works and inviting them to test it. This follow-up shows that their input is valuable and contributes directly to product development.\u003C\u002Fp>\u003Ch2 id=\"reduce-churn-rate-and-retain-your-customers-better-with-trainn\">\u003Cstrong>Reduce Churn Rate and Retain Your Customers Better With Trainn\u003C\u002Fstrong>\u003Cbr>\u003C\u002Fh2>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">Trainn\u003C\u002Fa>, an AI-driven customer training platform, empowers your users to unlock the full value of your product with easily accessible, interactive educational content. Here’s how Trainn supports customer retention and minimizes churn:\u003C\u002Fp>\u003Cp>With Trainn, you can -\u003C\u002Fp>\u003Col>\u003Cli>Automate content creation - Quickly produce \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fvideo-creation\u002F?ref=blog-api.saastube.io\">Video tutorials\u003C\u002Fa>,\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Finteractive-guides\u002F?ref=blog-api.saastube.io\"> Interactive guides\u003C\u002Fa>, and user manuals, enabling users to learn at their own pace.\u003C\u002Fli>\u003Cli>Launch a personalized\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fknowledge-base-software\u002F?ref=blog-api.saastube.io\"> Knowledge Base\u003C\u002Fa> - Offer a self-service knowledge hub tailored to customer needs for instant, independent support.\u003C\u002Fli>\u003Cli>Build a \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002F?ref=blog-api.saastube.io\">LMS\u003C\u002Fa> - Design custom courses that take users through personalized learning journeys, turning education into a strategic advantage.\u003C\u002Fli>\u003Cli>Create\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fin-app-tutorials\u002F?ref=blog-api.saastube.io\"> In-app Tutorials\u003C\u002Fa> - Create and embed help content in your product UI for customers to learn directly. This can be done without coding. \u003C\u002Fli>\u003Cli>Optimize with analytics - Track key metrics like course enrollment, engagement, and completion rates to continuously refine and improve customer education and strategies.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Don't let another quarter go by watching valuable customers slip through the cracks. It's time to try Trainn for free with our \u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?ref=blog-api.saastube.io\">14-day free trial\u003C\u002Fa>.\u003C\u002Fp>\u003C!--kg-card-begin: html-->\u003Cp id=\"trainn-editorial-team\">Reviewed by: \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fauthors\u002Ftrainn-editorial-team\u002F?ref=blog-api.saastube.io\" >Trainn Editorial Team\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-end: html-->","67226903573049681610fc3a","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FArtboard-1-copy-4@2x.png",false,"public","2024-10-30T17:12:35.000+00:00","2026-04-24T10:07:56.000+00:00","2024-10-30T18:03:43.000+00:00","Churn rate, also known as customer attrition or rate of attrition, refers to the rate at which customers stop doing business with an entity.","\u003Cscript type=\"application\u002Fld+json\">\n{\n  \"@context\": \"https:\u002F\u002Fschema.org\",\n  \"@graph\": [\n    {\n      \"@type\": \"Organization\",\n    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]\n}\n\u003C\u002Fscript>",null,[22],{"id":23,"name":24,"slug":25,"profile_image":20,"cover_image":20,"bio":20,"website":20,"location":20,"facebook":20,"twitter":20,"threads":20,"bluesky":20,"mastodon":20,"tiktok":20,"youtube":20,"instagram":20,"linkedin":20,"meta_title":20,"meta_description":20,"url":26},"6a348563a714870001980629","Chethna NK","chethna","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fchethna\u002F",[],{"id":23,"name":24,"slug":25,"profile_image":20,"cover_image":20,"bio":20,"website":20,"location":20,"facebook":20,"twitter":20,"threads":20,"bluesky":20,"mastodon":20,"tiktok":20,"youtube":20,"instagram":20,"linkedin":20,"meta_title":20,"meta_description":20,"url":26},"https:\u002F\u002Fblog-api.saastube.io\u002Fchurn-rate\u002F",14,true,"Churn Rate: How to Understand, Calculate and Reduce it | Trainn"," Churn rate, also known as customer attrition or rate of attrition, refers to the rate at which customers stop doing business with an entity.",{"id":35,"uuid":36,"title":37,"slug":38,"html":39,"comment_id":40,"feature_image":41,"featured":13,"visibility":14,"created_at":42,"updated_at":43,"published_at":44,"custom_excerpt":45,"codeinjection_head":46,"codeinjection_foot":20,"custom_template":20,"canonical_url":20,"authors":47,"tags":54,"primary_author":55,"primary_tag":20,"url":56,"excerpt":45,"reading_time":57,"access":31,"comments":13,"og_image":20,"og_title":20,"og_description":20,"twitter_image":20,"twitter_title":20,"twitter_description":20,"meta_title":58,"meta_description":45,"email_subject":20,"frontmatter":20,"feature_image_alt":20,"feature_image_caption":20},"6a348566a7148700019806fe","dcb49d4e-4972-4e51-83e3-229958c919df","Digital Customer Education: The Modern Switch That Companies Need Right Now","digital-customer-education","\u003Cp>You’ve signed up for new HR software, eager to simplify HR processes. Instead of a smooth onboarding, you get a jargon-filled PDF and an onboarding meeting scheduled weeks away. Frustration sets in, and your enthusiasm disappears.\u003C\u002Fp>\u003Cp>The scenario may be exaggerated, but the frustration of poor customer experience remains a real issue many customers face due to outdated methods of customer education.\u003C\u002Fp>\u003Cp>This is where digital customer education comes into play - Digital CE offers a modern solution to meet customer learning needs. But what is it?\u003C\u002Fp>\u003Ch2 id=\"what-is-digital-customer-education\">What is Digital Customer Education?\u003C\u002Fh2>\u003Cp>Digital customer education involves using online resources to teach customers about a product or service. It includes tools like webinars, tutorials, e-learning modules, and knowledge bases that help customers understand features, solve issues, and maximize value.\u003C\u002Fp>\u003Cp>Digital customer education (CE) achieves \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-success\u002F?ref=blog-api.saastube.io\">customer success\u003C\u002Fa> by providing personalized, 24\u002F7 accessible educational materials across self-service platforms. Instead of just covering product features or running routine webinars, it focuses on helping customers achieve meaningful outcomes.\u003C\u002Fp>\u003Cp>Let’s return to the scenario above. With digital customer education in place, your HRM software experience would be dramatically different.\u003C\u002Fp>\u003Cul>\u003Cli>A personalized onboarding journey would have replaced the lengthy PDF.\u003C\u002Fli>\u003Cli>Rather than waiting 100 years to connect with your CSM, you would have immediate access to learning materials in various formats.\u003C\u002Fli>\u003Cli>Instead of feeling frustrated,  you would be guided through the app according to your specific needs and goals.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"traditional-vs-digital-customer-education-the-difference\">Traditional vs Digital Customer Education: The Difference\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002F02@2x.png\" class=\"kg-image\" alt=\"Image of Traditional VS Digital Customer Education\" loading=\"lazy\" width=\"1000\" height=\"801\">\u003C\u002Ffigure>\u003Ch3 id=\"learning-experience\">\u003Cstrong>Learning Experience\u003C\u002Fstrong>\u003C\u002Fh3>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Aspect\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Traditional Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Digital Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>Personalization\u003C\u002Ftd>\n\u003Ctd>Limited or no personalization is offered.\u003C\u002Ftd>\n\u003Ctd>Personalized learning paths are provided.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Learning Pace\u003C\u002Ftd>\n\u003Ctd>Fixed pace due to limited resources and delayed call schedules.\u003C\u002Ftd>\n\u003Ctd>Self-paced learning due to relevant materials available online.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Interactivity\u003C\u002Ftd>\n\u003Ctd>Resources and communication limit interactivity.\u003C\u002Ftd>\n\u003Ctd>Quizzes, guides, and gamification increase engagement.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch3 id=\"content-formats\">\u003Cstrong>Content Formats\u003C\u002Fstrong>\u003C\u002Fh3>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Aspect\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Traditional Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Digital Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>Content Formats\u003C\u002Ftd>\n\u003Ctd>PDF manuals, slide decks, and live training sessions.\u003C\u002Ftd>\n\u003Ctd>Multi-format content with tutorial videos, interactive product documentation, quizzes, and webinars.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Content Accessibility\u003C\u002Ftd>\n\u003Ctd>Support includes an outdated portal, PDFs, presentations, and 1-1 CSM calls.\u003C\u002Ftd>\n\u003Ctd>Support resources include an updated knowledge base, LMS, webinars, instructor-led training, in-app guidance, AI chatbots, and 1-1 CSM calls.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Content Updates\u003C\u002Ftd>\n\u003Ctd>Less frequent.\u003C\u002Ftd>\n\u003Ctd>Updates are more frequent.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch3 id=\"customer-relationship-managers-csms-\">\u003Cstrong>Customer Relationship Managers (CSMs)\u003C\u002Fstrong>\u003C\u002Fh3>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Aspect\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Traditional Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Digital Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>Time Allocation\u003C\u002Ftd>\n\u003Ctd>Most of their time is spent on onboarding and training.\u003C\u002Ftd>\n\u003Ctd>Most of their time is spent on strategic planning.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Engagement with Customers\u003C\u002Ftd>\n\u003Ctd>High-touch engagement, answering repeated queries.\u003C\u002Ftd>\n\u003Ctd>Low-touch engagement, pitching in only when necessary.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>CSMs to Customers Ratio\u003C\u002Ftd>\n\u003Ctd>More CSMs are needed to manage when the customer base grows.\u003C\u002Ftd>\n\u003Ctd>It’s easier to manage an increased customer base with the same number of CSMs.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch3 id=\"operational-impact\">Operational Impact\u003C\u002Fh3>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Aspect\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Traditional Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Digital Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>Cost\u003C\u002Ftd>\n\u003Ctd>Salaries for CSMs - increase heavily as the customer base grows.\u003C\u002Ftd>\n\u003Ctd>High initial investment in \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fbest-customer-education-platform-and-solutions\u002F?ref=blog-api.saastube.io\">customer education tools\u003C\u002Fa>.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Scalability\u003C\u002Ftd>\n\u003Ctd>Customer education is not scalable because CSMs heavily lead it.\u003C\u002Ftd>\n\u003Ctd>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education\u002F?ref=blog-api.saastube.io\">Customer education\u003C\u002Fa> is scalable due to automation.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch3 id=\"analytics-and-insights\">Analytics and Insights\u003C\u002Fh3>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Aspect\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Traditional Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Digital Customer Education\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>Range of Insights\u003C\u002Ftd>\n\u003Ctd>Limited insights due to fewer touchpoints.\u003C\u002Ftd>\n\u003Ctd>Deeper insights from the tools that enable automation and personalization.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>ROI Correlation\u003C\u002Ftd>\n\u003Ctd>It is hard to correlate customer education efforts to business success.\u003C\u002Ftd>\n\u003Ctd>The rich analytics make it easy to correlate customer education efforts to business success.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch2 id=\"why-investing-in-digital-customer-education-is-essential\">Why Investing in Digital Customer Education is Essential\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002F03@2x.png\" class=\"kg-image\" alt=\"Illustration of investing in Digital Customer Education\" loading=\"lazy\" width=\"1000\" height=\"801\">\u003C\u002Ffigure>\u003Cp>Digital customer education stands out as the better choice. Companies should invest in it now due to the increasing demand for scalable, accessible, and self-service learning. Here are key reasons digital customer education benefits businesses.\u003C\u002Fp>\u003Ch3 id=\"1-customers-demand-better-experiences\">1. Customers Demand Better Experiences\u003C\u002Fh3>\u003Cp>Customer experiences have evolved in recent years, and customers now expect companies to deliver tailored experiences. The 2023 \u003Ca href=\"https:\u002F\u002Fwhatfix.com\u002Fresources\u002Fwhitepapers\u002Fdigital-adoption-trends-report?ref=blog-api.saastube.io\">Whatfix report\u003C\u002Fa> on  \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fdigital-adoption\u002F?ref=blog-api.saastube.io\">Digital Adoption\u003C\u002Fa> report assesses how well companies meet these expectations.\u003C\u002Fp>\u003Cul>\u003Cli>40% percent of software users prefer channels without person-to-person communication.\u003C\u002Fli>\u003Cli>70% of software users expect companies to provide online self-service support.\u003C\u002Fli>\u003Cli>Customers often find the answers to their queries through video tutorials, a knowledge base, and an LMS.\u003C\u002Fli>\u003Cli>76% of software users find it difficult to access training and help content.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Customers have clear preferences for how they consume content and find solutions. Traditional customer education hinders these preferences. To meet customer learning needs, digital customer education is essential.\u003C\u002Fp>\u003Ch3 id=\"2-the-subscription-model-of-saas-demands-it\">2. The Subscription Model of SaaS Demands it\u003C\u002Fh3>\u003Cp>SaaS tools require recurring payments, whether monthly, quarterly, or annually. Customers must continuously recognize your product's value. As customers progress in their journey, their learning needs will change.\u003C\u002Fp>\u003Cp>This is where segmentation enables you to curate and deliver content tailored to customers' needs. This approach encourages customers to maintain active subscriptions and increases their likelihood of upgrading or subscribing to additional tools.\u003C\u002Fp>\u003Cp>The subscription model fosters a partnership with customers, building a loyal customer base. Digital customer education helps maintain these relationships effectively\u003C\u002Fp>\u003Ch3 id=\"3-helps-you-stay-competitive\">3. Helps You Stay Competitive\u003C\u002Fh3>\u003Cp>\u003Ca href=\"https:\u002F\u002Fwww.smartkarrot.com\u002Fresources\u002Fblog\u002Fcustomer-experience-statistics\u002F?ref=blog-api.saastube.io\">89% of customers\u003C\u002Fa> say they would switch brands after a poor experience, making retention difficult when switching tools is easy. \u003C\u002Fp>\u003Cp>In a saturated SaaS market, where brands offer similar features to the same audiences, success depends not only on a seamless product but also on strong customer education and support.\u003C\u002Fp>\u003Cp>This establishes a unique market advantage, not only in retaining customers but also in becoming the clear choice within your category.\u003C\u002Fp>\u003Ch3 id=\"4-cross-functional-advantages\">4. Cross-functional Advantages\u003C\u002Fh3>\u003Cp>Customer education builds a knowledgeable customer base and supplies resource touchpoints with relevant content. A digital customer education program shifts CSMs from solving repetitive issues to strategizing for greater business success.\u003C\u002Fp>\u003Cp>Customer education reduces repetitive support tickets, easing the support team’s workload. Well-informed customers provide valuable feedback on upcoming features and suggest new ones, enhancing the quality of customer interactions.\u003C\u002Fp>\u003Ch2 id=\"the-benefits-of-a-well-planned-digital-customer-education\">The Benefits of a Well-planned Digital Customer Education\u003C\u002Fh2>\u003Ch3 id=\"1-reduces-the-learning-curve\">1. Reduces The Learning Curve\u003C\u002Fh3>\u003Cp>All SaaS tools have a learning curve, which varies with the tool’s complexity. A tool with more features has a steeper learning curve than one with fewer features.\u003C\u002Fp>\u003Cp>Digital customer education enables customers to start using a tool quickly. Personalization helps users in various roles see how features support their specific workflows. Online resources also allow customers to resolve feature-related questions swiftly.\u003C\u002Fp>\u003Cp>Customers spend less time learning the product and gain value from it more quickly.\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Observe:\u003C\u002Fstrong>\u003Cbr>\u003Cbr>To assess if the learning curve is decreasing, monitor how quickly customers reach each key milestone. Milestones, such as task completion, may vary by customer segment.\u003C\u002Fp>\u003Cp>For example, An HR tool may track Applicant Tracking System engagement for recruiters, while HR managers may focus on advanced analytics.\u003C\u002Fp>\u003Cp>\u003Cstrong>Calculating average key milestone completion for a specific period:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>(Sum of time taken by all new users to complete the task \u002F total no. of new users)\u003C\u002Fp>\u003Ch3 id=\"2-increases-product-adaptability\">2. Increases Product Adaptability\u003C\u002Fh3>\u003Cp>Releasing new features or major UI changes raises concerns about customer adaptation. Educating customers on using new features or navigating the interface is the best way to ease this transition.\u003C\u002Fp>\u003Cp>Proper education reduces usage disruptions and prevents an increase in support tickets related to new features or interface changes.\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Observe:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>After changing your user interface, monitor engagement rates with a product analytics tool, and take action if they fall below expectations.\u003C\u002Fp>\u003Cp>After launching a \u003Cstrong>new feature\u003C\u002Fstrong>, track its \u003Cstrong>adoption rate\u003C\u002Fstrong>.\u003C\u002Fp>\u003Cp>(No. of active users using the new feature \u002F total no. of active users) X 100\u003C\u002Fp>\u003Ch3 id=\"3-understand-your-customers-issues-better\">3. Understand Your Customers’ Issues Better\u003C\u002Fh3>\u003Cp>Tools for creating and managing customer education strategies offer insights into common issues customers face with your product.\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Observe:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Correlate your product’s engagement with your customer education tools’ analytics. For example:\u003C\u002Fp>\u003Cul>\u003Cli>Low usage rates paired with high view counts on related documentation may indicate a feature is difficult to understand.\u003C\u002Fli>\u003Cli>High drop-off rates at specific timestamps in tutorial videos may indicate complex product workflows that need simplification.\u003C\u002Fli>\u003Cli>Frequent customer searches for undocumented terms reveal gaps in your educational content.\u003C\u002Fli>\u003Cli>High skip rates on in-app guides combined with high support ticket volume suggest that current guidance isn't meeting user needs.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"4-helps-you-reach-a-global-audience\">4. Helps You Reach a Global Audience\u003C\u002Fh3>\u003Cp>Digital customer education enables global reach, breaking geographic and linguistic barriers. On-demand multilingual content allows users from any time zone to access training anytime, with customization for regional needs.\u003C\u002Fp>\u003Cp>This capability boosts product accessibility, promotes inclusivity, and strengthens brand presence in new markets using a robust\u003Cem> \u003C\u002Fem>\u003Ca href=\"https:\u002F\u002Fwww.enveu.com\u002F?ref=blog-api.saastube.io\" rel=\"noopener\">\u003Cstrong>digital media distribution platform\u003C\u002Fstrong>\u003C\u002Fa>\u003Cem>.\u003C\u002Fem>\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Observe:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Compare customer education analytics across countries to identify declines in resource engagement rates from specific regions.\u003C\u002Fp>\u003Cp>Gather feedback from international audiences on resource helpfulness, user-friendliness, language, and accent accuracy. Correlate declines in engagement with negative feedback and adjusts the customer education program to better serve international users.\u003C\u002Fp>\u003Ch3 id=\"5-better-scalability\">5. Better Scalability\u003C\u002Fh3>\u003Cp>Digital customer education scales support for a growing customer base without expanding the customer success team. New users receive a personalized learning path that guides them efficiently, reducing the need for CSM involvement.\u003C\u002Fp>\u003Cp>Reduce hiring costs and time for Customer Success Managers (CSMs), allowing companies to allocate resources to other high-demand areas. \u003C\u002Fp>\u003Cp>\u003Cstrong>How to Observe:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Your CSMs transition from basic product training to more strategic customer conversations.\u003C\u002Fli>\u003Cli>New customers complete onboarding milestones independently, without CSM calls.\u003C\u002Fli>\u003Cli>The number of \"how-to\" queries in customer support channels decreases.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"measuring-digital-customer-education\">Measuring Digital Customer Education\u003C\u002Fh2>\u003Cp>Strategizing and implementing a digital \u003Ca href=\"https:\u002F\u002Fblog-api.saastube.io\u002Fdigital-customer-education\u002Fcustomer%20education%20strategies\">customer education strategy\u003C\u002Fa> is only half the task; measuring performance is equally essential. Performance metrics are often spread across various tools. Here are key metrics and their business impacts.\u003C\u002Fp>\u003Ch3 id=\"1-lowers-the-cost-of-customer-facing-teams\">1. Lowers The Cost of Customer-facing Teams\u003C\u002Fh3>\u003Cp>Cost includes both money and time. Digital customer education (CE) reduces support requests, lowering operational costs by minimizing support hires and optimizing pricing for customer-facing platforms.\u003C\u002Fp>\u003Cp>For the support team - Digital CE helps the support team save time for activities like customer feedback calls, upskilling, and database updates.\u003C\u002Fp>\u003Cp>For the customer success team - They can invest saved time in strategizing retention programs, expanding revenue, and assisting customers with poor health scores.\u003C\u002Fp>\u003Cp>\u003Cstrong>Metrics to Measure:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Cost per ticket for a month: \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>Monthly cost involved with customer support \u002F no. of support tickets for that month\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Ticket deflection rate: \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>No. of knowledge base visits \u002F no. of support tickets\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Average ticket resolution time: \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>Average resolution time for all tickets \u002F Total tickets resolved.\u003C\u002Fli>\u003Cli>\u003Cstrong>No. of accounts handled by a CSM\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Success Indicators\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>The support team receives fewer tickets as knowledge base resources deflect basic “how-to” inquiries.\u003C\u002Fli>\u003Cli>The ticket resolution rate improves as an upskilled support team provides quicker, more efficient responses, while an educated customer base better understands these solutions.\u003C\u002Fli>\u003Cli>With reduced training responsibilities, CSMs can manage more accounts. \u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"2-higher-engagement-from-customer-education-initiatives\">2. Higher Engagement From Customer Education Initiatives\u003C\u002Fh3>\u003Cp>Transforming customer education from generic training to personalized learning increases customer engagement. This heightened engagement appears in the analytics of a \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-education-software\u002F?ref=blog-api.saastube.io\">customer education platform\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Metrics to Measure:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>1. \u003Cstrong>\u003Cstrong>Knowledge Base Metrics:\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Total no. of knowledge base visits\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Article views: \u003C\u002Fstrong>Most viewed and least viewed\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Article engagement: \u003C\u002Fstrong>Time spent on articles\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Article helpfulness\u003C\u002Fstrong> = (Positive ratings \u002F Total ratings) × 100\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>2. \u003Cstrong>\u003Cstrong>LMS Metrics:\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Total no. of enrolled users \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>out of your total no. of customers\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Total no. of active users \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>who return every week to continue courses\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Total no. of courses completed\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Success Indicators:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Frequent knowledge base visits accompany a reduction in support ticket volume.\u003C\u002Fli>\u003Cli>High search volume within the knowledge base indicates users find content more easily.\u003C\u002Fli>\u003Cli>Higher engagement across customer segments in both the knowledge base and LMS confirms personalization efforts are effective.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"3-better-csat-and-nps\">3. Better CSAT and NPS\u003C\u002Fh3>\u003Cp>Digital customer education aids in product adoption and consistent value delivery, boosting customer satisfaction, measurable through the Customer Satisfaction Score (CSAT).\u003C\u002Fp>\u003Cp>Satisfied customers are more likely to recommend your product, measurable through the Net Promoter Score (NPS).\u003C\u002Fp>\u003Cp>\u003Cstrong>Metrics to Measure:\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Customer Satisfaction Score (CSAT):\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Cstrong>Step 1:\u003C\u002Fstrong> Survey your customers and ask them to rate their experience with your product on a scale of 1-5. “1” being very dissatisfied and “5” being very satisfied.\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 2:\u003C\u002Fstrong> Note the number of people who are most satisfied - “4” and “5”. These are your Satisfied Respondents\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 3:\u003C\u002Fstrong> Calculate your CSAT -\u003C\u002Fp>\u003Cp>(No. of Satisfied Respondents \u002F Total No. of Respondents) X 100\u003Cbr>\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXftG_8oVTmhER9eXkhyalb1DweJjuv1RZ4QyCQP3NZUZWa_4UfLQkcqymQnMxBe9IWfCarkrr5HKpmy47MHLWnhif4cxXvXAYUZzsghvXs33xdTjMrWxMZT_LBBu5j3dnV2a9a0BOK3Hs6wnCIHbD8YWtDM?key=f6ExOROVvZK-G4IcKQEYNg\" class=\"kg-image\" alt=\"Image of Customer Satisfaction Score in Customer Education\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>b. \u003Cstrong>\u003Cstrong>Net Promoter Score (NPS):\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Cstrong>Step 1:\u003C\u002Fstrong>\u003C\u002Fstrong> Send out a survey asking customers this question - “On a scale of 1 to 10, how likely are you to recommend [Your Product] to a friend or a colleague?”\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXccKHUZz4fg60wzaOPCipdKLr84gLQ9CW6cCVtJWJteJxPVsuozWVSeBszBs7pTUz52A3KRpRW06FFIglNzZK0o0htnqAV_TnJSBQKRmAf8RzNFzYoc8HD2ugLnCkc0kkmBi5JpQ_4VCZAOWr4ezryzNSdS?key=f6ExOROVvZK-G4IcKQEYNg\" class=\"kg-image\" alt=\"Image of Net Promoter Score (NPS)\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>Categorize your responses as:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>0-6 = detractors\u003C\u002Fstrong> = not likely to recommend your product\u003C\u002Fli>\u003Cli>\u003Cstrong>7-8 = passives\u003C\u002Fstrong> = satisfied but not enough to recommend your product\u003C\u002Fli>\u003Cli>\u003Cstrong>9-10 = promoters\u003C\u002Fstrong> = highly likely to recommend your product\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Step 2:\u003C\u002Fstrong> Calculate your NPS:\u003C\u002Fp>\u003Cp>% of promoters - % of detractors\u003C\u002Fp>\u003Cp>\u003Cstrong>Success Indicators:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Increase in referral signups\u003C\u002Fli>\u003Cli>Increase in the mention of your customer education in positive reviews\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"4-increases-expansion-revenue\">4. Increases Expansion Revenue\u003C\u002Fh3>\u003Cp>Educated customers who achieve success with your product are more likely to upgrade or purchase additional features, increasing expansion revenue.\u003C\u002Fp>\u003Cp>CSMs focus on expanding revenue from existing customers, as the likelihood of selling to them is \u003Ca href=\"https:\u002F\u002Fwww.invespcro.com\u002Fblog\u002Fcustomer-acquisition-retention\u002F?ref=blog-api.saastube.io\">60-70%\u003C\u002Fa> higher than to new customers.\u003C\u002Fp>\u003Cp>\u003Cstrong>Metrics to Measure:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Upsell Rate\u003C\u002Fstrong>: (No. of up-sells \u002F No. of up-sell attempts) X 100\u003C\u002Fli>\u003Cli>\u003Cstrong>Cross-sell\u003C\u002Fstrong> Rate: (No. of customers who made additional purchases \u002F No. of cross-sell attempts) X 100\u003C\u002Fli>\u003Cli>\u003Cstrong>Expansion Revenue Rate\u003C\u002Fstrong> = (Revenue from upgrades \u002F Total MRR) × 100\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Success Indicators:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Higher upgrade rates among customers who complete educational programs.\u003C\u002Fli>\u003Cli>More customers proactively request information about advanced features.\u003C\u002Fli>\u003Cli>Shorter sales cycles for upsells.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"better-customer-retention\">Better Customer Retention\u003C\u002Fh3>\u003Cp>Customer retention is the key measure of your customer education programs, as they aim to deliver top support and guidance to encourage long-term loyalty.\u003C\u002Fp>\u003Cp>The previously mentioned statistic applies here as well: retained customers are more likely to upgrade.\u003C\u002Fp>\u003Cp>\u003Cstrong>Metric to Measure:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>1. \u003Cstrong>\u003Cstrong>Customer Retention Rate (CRR):\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>To calculate CRR for a specific period, we need:\u003C\u002Fp>\u003Cp>The number of Customers At the Start of the period \u003Cstrong>(CAS)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The number of Customers At the End of the period \u003Cstrong>(CAE)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The number of Customers you Gained in this period \u003Cstrong>(CG)\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Calculate CRR:\u003C\u002Fp>\u003Cp>\u003Cstrong>CRR\u003C\u002Fstrong> = ( (CAE-CG) \u002F CAS ) X 100\u003C\u002Fp>\u003Cp>\u003Cstrong>2. Churn Rate:\u003C\u002Fstrong> (No. of customers lost \u002F Total customers at the start of the period) X 100\u003C\u002Fp>\u003Cp>\u003Cstrong>Success Indicators:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Your retention rate exceeds your churn rate.\u003C\u002Fli>\u003Cli>Churns citing \"lack of product understanding\" as a reason decrease.\u003C\u002Fli>\u003Cli>Retained customer feedback cites customer education as a key reason for staying.\u003C\u002Fli>\u003C\u002Ful>\u003Ch2 id=\"take-your-digital-customer-education-to-greater-heights-with-trainn\">Take Your Digital Customer Education to Greater Heights with Trainn\u003C\u002Fh2>\u003Cp>Optimize customer education strategies with Trainn, a platform built for B2B SaaS companies to educate and onboard customers at scale.\u003C\u002Fp>\u003Cp>Trainn is an AI-powered digital customer education platform that helps you:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>Create Content Effortlessly\u003C\u002Fstrong> - Transform product knowledge into \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fvideo-creation\u002F?ref=blog-api.saastube.io\">engaging videos\u003C\u002Fa>, \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Finteractive-guides\u002F?ref=blog-api.saastube.io\">interactive documentation\u003C\u002Fa>, and articles within minutes—no editing expertise required.\u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>Build a Robust Knowledge Base\u003C\u002Fstrong> - Launch a searchable self-service \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fknowledge-base-software\u002F?ref=blog-api.saastube.io\">Knowledge Base\u003C\u002Fa> portal that integrates seamlessly with your product, ensuring help is always one click away.\u003C\u002Fli>\u003Cli>\u003Cstrong>Launch Your Own LMS Academy\u003C\u002Fstrong> - Set up an \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002F?ref=blog-api.saastube.io\">LMS academy\u003C\u002Fa> with customized learning paths that adapt to user roles, segments, and learning progress.\u003C\u002Fli>\u003Cli>Use \u003Cstrong>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fin-app-tutorials\u002F?ref=blog-api.saastube.io\">In-app Tutorial\u003C\u002Fa>\u003C\u002Fstrong> -  Create and embed help content inside your product without coding. \u003C\u002Fli>\u003Cli>\u003Cstrong>Get Learner-level Insights\u003C\u002Fstrong> - Access comprehensive\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002Flms-reporting\u002F?ref=blog-api.saastube.io\"> learner analytics\u003C\u002Fa> to understand engagement patterns, identify knowledge gaps, and improve your education strategy continuously.\u003C\u002Fli>\u003C\u002Fol>\u003C!--kg-card-begin: html-->\u003Cp id=\"trainn-editorial-team\">Reviewed by: \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fauthors\u002Ftrainn-editorial-team\u002F?ref=blog-api.saastube.io\" >Trainn Editorial Team\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-end: html-->","671f6bc1573049681610fbb6","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002F01@2x.png","2024-10-28T10:47:29.000+00:00","2026-05-13T11:22:03.000+00:00","2024-10-28T11:05:20.000+00:00","SaaS Customer Education refers to the process of teaching and guiding SaaS customers on how to effectively use and derive value from a product or service.","\u003Cscript type=\"application\u002Fld+json\">\n{\n  \"@context\": \"https:\u002F\u002Fschema.org\",\n  \"@graph\": [\n    {\n      \"@type\": \"Organization\",\n      \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\",\n      \"name\": \"Trainn\",\n      \"url\": \"https:\u002F\u002Ftrainn.co\u002F\",\n      \"address\": {\n            \"@type\":\"PostalAddress\",\n            \"streetAddress\":\"300 Delaware Ave, Ste 210 #225\",\n            \"addressLocality\":\"Wilmington\",\n            \"addressRegion\":\"Delaware\",\n            \"postalCode\":\"19801\",\n            \"addressCountry\":\"US\"\n          },\n     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\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002F02@2x.png#difference\" },\n{ \"@id\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002F03@2x.png#importance\" },\n{ \"@id\": \"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXftG_8oVTmhER9eXkhyalb1DweJjuv1RZ4QyCQP3NZUZWa_4UfLQkcqymQnMxBe9IWfCarkrr5HKpmy47MHLWnhif4cxXvXAYUZzsghvXs33xdTjMrWxMZT_LBBu5j3dnV2a9a0BOK3Hs6wnCIHbD8YWtDM?key=f6ExOROVvZK-G4IcKQEYNg#correlate\" }\n      ], \n      \"datePublished\": \"2024-10-28T11:05:20.000+00:00\",\n      \"dateModified\": \"2025-09-01T13:52:15.000+00:00\",\n      \"inLanguage\": \"en-US\",\n      \"keywords\": \"digital customer education, customer education\",\n      \"about\": [\n        {\n          \"@type\": \"Thing\",\n          \"name\": \"Digital Customer Education\"\n        },\n{\n\"@type\": \"Thing\",\n\"name\": \"Customer Education\"\n}\n      ],\n      \"isAccessibleForFree\": true,\n      \"copyrightHolder\": { \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\" },\n      \"copyrightYear\": 2025\n    }\n  ]\n}\n\u003C\u002Fscript>",[48],{"id":49,"name":50,"slug":51,"profile_image":20,"cover_image":20,"bio":52,"website":20,"location":20,"facebook":20,"twitter":20,"threads":20,"bluesky":20,"mastodon":20,"tiktok":20,"youtube":20,"instagram":20,"linkedin":20,"meta_title":20,"meta_description":20,"url":53},"6a348563a714870001980628","Omar Sheriff","omar","Hello, My name is Omar Sheriff","https:\u002F\u002Fblog-api.saastube.io\u002Fauthor\u002Fomar\u002F",[],{"id":49,"name":50,"slug":51,"profile_image":20,"cover_image":20,"bio":52,"website":20,"location":20,"facebook":20,"twitter":20,"threads":20,"bluesky":20,"mastodon":20,"tiktok":20,"youtube":20,"instagram":20,"linkedin":20,"meta_title":20,"meta_description":20,"url":53},"https:\u002F\u002Fblog-api.saastube.io\u002Fdigital-customer-education\u002F",10,"SaaS Customer Education: A Comprehensive Guide - Trainn",{"id":60,"uuid":61,"title":62,"slug":63,"html":64,"comment_id":65,"feature_image":66,"featured":13,"visibility":14,"created_at":67,"updated_at":68,"published_at":69,"custom_excerpt":70,"codeinjection_head":71,"codeinjection_foot":20,"custom_template":20,"canonical_url":20,"authors":72,"tags":74,"primary_author":75,"primary_tag":20,"url":76,"excerpt":70,"reading_time":30,"access":31,"comments":13,"og_image":20,"og_title":20,"og_description":20,"twitter_image":20,"twitter_title":20,"twitter_description":20,"meta_title":77,"meta_description":70,"email_subject":20,"frontmatter":20,"feature_image_alt":20,"feature_image_caption":20},"6a348566a7148700019806fd","734de6b6-d158-4312-817f-240063cb23bd","Customer Education ROI: How to Realize The Value of Investing in Your Customers","customer-education-roi","\u003Cp>A well-planned and set-up customer education engine is integral to giving you a strategic advantage. On one hand, it helps your customers get more value from your product. On the other hand, it can significantly increase your revenue potential. \u003C\u002Fp>\u003Cp>But how do you calculate this ROI? \u003Cbr>Customer education doesn’t have a single metric directly tied to revenue, since its main purpose is providing quality education to help customers master your product and align their objectives with your product. \u003Cbr>\u003Cbr>Achieving these goals is what ultimately drives revenue and proves the value of your efforts.\u003C\u002Fp>\u003Cp>In this blog, we’ll look at what customer education brings to the table, and how to calculate its ROI effectively.\u003C\u002Fp>\u003Cp>But before that, let’s see why we must calculate customer education ROI first.\u003C\u002Fp>\u003Ch2 id=\"why-is-it-important-to-measure-customer-education-roi\">Why is it Important to Measure Customer Education ROI?\u003C\u002Fh2>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education\u002F?ref=blog-api.saastube.io\">Customer education\u003C\u002Fa> is not a one-and-done activity, but something that needs continuous care, like watering a plant until it grows into a tree that yields the fruits you want. \u003C\u002Fp>\u003Cp>Measuring your customer education ROI is an important process that lets you give that care to your customer education program.\u003C\u002Fp>\u003Cp>Without analyzing the right metrics, you cannot assess the performance of your \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-strategy\u002F?ref=blog-api.saastube.io\">customer education program\u003C\u002Fa> to determine if you’re meeting the customer education goals you set. You also cannot assess if you’re at least on the path toward getting your money’s worth out of the initiatives. \u003C\u002Fp>\u003Cp>This is especially impactful for scaling businesses that need to provide an exceptional customer experience under a fixed budget and reach their company goals as expected.\u003C\u002Fp>\u003Cp>Let’s compare scenarios of two companies that started their customer education program recently:\u003Cbr>\u003Cstrong>Company A\u003C\u002Fstrong> has an increase of feature-related support tickets from customers in the marketing role, and since they do not check the metrics, it slowly increases the churn rate of that customer segment, leading to a loss of revenue.\u003C\u002Fp>\u003Cp>Meanwhile, \u003Cstrong>Company B\u003C\u002Fstrong> which had the same issue, noticed the issue and immediately created a personalized webinar explaining the feature for that customer segment. They went on to see an increased customer satisfaction rate and product adoption, leading to an increase in customer retention and profit.\u003Cbr>\u003Cbr>So, this is how tracking and not tracking your customer education program’s performance can benefit or affect your business in the long run.\u003C\u002Fp>\u003Ch2 id=\"the-multifaceted-benefits-of-customer-education\">The Multifaceted Benefits of Customer Education\u003C\u002Fh2>\u003Cp>From the scenario above, we saw one of the benefits that Company B had a hand in from their customer education program. Let’s look at other benefits that a customer education engine can bring to a company.  For simplicity, we’ve divided the benefits into Direct and Indirect benefits.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FCE-ROI-Benefits.png\" class=\"kg-image\" alt=\"illustartion of Multifaceted Benefits of Customer Education\" loading=\"lazy\" width=\"1000\" height=\"800\">\u003C\u002Ffigure>\u003Ch3 id=\"direct-benefits-of-customer-education\">Direct Benefits of Customer Education\u003C\u002Fh3>\u003Ch4 id=\"1-reduced-time-to-value\">\u003Cstrong>1. Reduced Time-to-Value\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>One of the first benefits you'll encounter is a reduction in customers' time to complete their tasks and realize your product’s value. \u003C\u002Fp>\u003Cp>By reducing the time-to-value, you’re essentially breaking most of the barriers a customer faces during onboarding and initial product use. This also helps in getting rid of buyer’s remorse faster.\u003C\u002Fp>\u003Cblockquote>\u003Cem>Good user onboarding does three things—it \u003Cstrong>educates\u003C\u002Fstrong> users on the problem, it showcases the features of your solution, and it signals that the ‘better life’ the user signed up for is right around the corner.\u003C\u002Fem>\u003Cbr>\u003Cem>- \u003Cstrong>Samuel Hulick, The Elements Of User Onboarding\u003C\u002Fstrong>\u003C\u002Fem>\u003C\u002Fblockquote>\u003Cp>\u003Cstrong>Pro Tip:\u003C\u002Fstrong> Use customer segmentation to provide personalized onboarding to display content based on industry, role, or use case to quickly align your product with customers' objectives.\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Measure:\u003C\u002Fstrong> Define the “aha moment” where customers recognize the core value of your product, like sending out the first campaign, rendering media, etc. \u003C\u002Fp>\u003Cp>Track this event in your product analytics app and compare it with the time they first onboarded and there you have it.\u003C\u002Fp>\u003Ch4 id=\"2-reduced-time-to-adoption\">\u003Cstrong>2. Reduced Time-to-Adoption\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>This can be considered the next stage of “time-to-value” where the focus is on reducing the learning curve of your product to help customers get the maximum value out of your product and incorporate it into their daily workflow.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip:\u003C\u002Fstrong> Use engagement-based segmentation to draw customer pathways and understand common customer struggles at different pathway points to create educational content for them. \u003C\u002Fp>\u003Cp>\u003Cstrong>How to Measure:\u003C\u002Fstrong> Similar to measuring time-to-value, define the event that tells you when a customer adopts your product, such as sending campaigns every 3 days, rendering 100 media in 1 month, etc. \u003C\u002Fp>\u003Cp>Track the events in the product analytics tool and compare it with their initial onboarding date to get their time-to-adoption.\u003C\u002Fp>\u003Ch4 id=\"3-helps-customer-success-and-support-teams\">\u003Cstrong>3. Helps Customer Success and Support Teams\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>A good customer education engine makes your customers experts on your product. This reduces the amount of repetitive and basic support queries raised, lowering the burden on \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-success\u002F?ref=blog-api.saastube.io\">customer success\u003C\u002Fa> and support and allowing CSMs to focus on more important tasks such as reducing \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fchurn-rate\u002F?ref=blog-api.saastube.io\">churn rates\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-educated-podcast\u002Fbuilding-a-customer-education-program-for-startups\u002F?ref=blog-api.saastube.io\">In one of our podcast episodes\u003C\u002Fa>, Monica Sindwani suggested these steps to help you get started on a solution:\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 1\u003C\u002Fstrong>: Collect your current or previous support tickets from a time period.\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 2\u003C\u002Fstrong>: Categorize the tickets into different query buckets. For example, login issues, feature issues, UI bugs, etc.\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 3\u003C\u002Fstrong>: Create help articles, product documentation, and videos for these buckets addressing the pressing issues.\u003C\u002Fp>\u003Cp>\u003Cstrong>Step 4\u003C\u002Fstrong>: Share these contents for support requests, email replies, and to your knowledge base. \u003C\u002Fp>\u003Cp>\u003Cstrong>How to Measure: \u003C\u002Fstrong>Compare your knowledge base visits with the no. of support tickets in a time frame and correlate the impact. \u003C\u002Fp>\u003Cfigure class=\"kg-card kg-embed-card kg-card-hascaption\">\u003Ciframe style=\"border-radius: 12px\" width=\"100%\" height=\"152\" title=\"Spotify Embed: How to leverage the power of support tickets for customer education with Monica Sindwani- Ep 1 (P1)\" frameborder=\"0\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" src=\"https:\u002F\u002Fopen.spotify.com\u002Fembed\u002Fepisode\u002F2L0pjG33OLu8Y6TFp5qJqC?si=ezLW36BsTX2yq6rn5YGbVA&utm_source=oembed\">\u003C\u002Fiframe>\u003Cfigcaption>Customer Educated Podcast ft. Monica Sindwani\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch4 id=\"4-helps-you-meet-customer-learning-expectations\">\u003Cstrong>4. Helps You Meet Customer Learning Expectations\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Different customers like to consume educational materials through different content formats like - help articles, product documentation, training videos, webinars, etc. \u003C\u002Fp>\u003Cp>A good customer education program helps you satisfy this expectation as well as make these resources available 24\u002F7 in self-service portals.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>Conduct a content preference survey with your customers to understand their learning preferences and prioritize your content creation efforts based on it.\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Measure: \u003C\u002Fstrong>Check for an increase in the engagement rates of these resource materials, for eg: an increase in knowledge base article views, webinar views, etc. \u003C\u002Fp>\u003Cp>You can also monitor your knowledge base feedback survey responses and automate feedback emails after every webinar session and review those responses as well.\u003C\u002Fp>\u003Ch3 id=\"indirect-benefits-of-customer-education\">Indirect Benefits of Customer Education\u003C\u002Fh3>\u003Ch4 id=\"1-positive-word-of-mouth\">\u003Cstrong>1. Positive Word-of-Mouth\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>There is one main reason customers would genuinely want to spread the word about your product - They love your product and are completely satisfied with it. \u003C\u002Fp>\u003Cp>Customer education (of course with good customer success and support), helps customers reach this state through your consistent efforts in personalization and enabling them to realize the full potential of your product.\u003C\u002Fp>\u003Cp>Positive word-of-mouth helps you get organic growth and increases sign-ups from referrals.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>If your analytics tell you that your customer education is top-notch, and you have a good NPS, then set up a referral program to encourage and incentivize customers to recommend your product to their friends.\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Measure: \u003C\u002Fstrong>Track your reviews in various sites like G2, and Capterra, and track your referral program metrics. Monitor your onboarding survey to see if the number of referral sign-ups increased.\u003C\u002Fp>\u003Ch4 id=\"2-reach-product-market-fit\">\u003Cstrong>2. Reach Product-Market Fit\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Customers have a problem and your product provides the solution. Customer education helps you connect your product to your customers’ problems better, increasing product adoption. \u003C\u002Fp>\u003Cp>Paired with positive word-of-mouth, it helps you achieve product-market fit faster and establish yourself as the top choice among people.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip:\u003C\u002Fstrong> If you’re reaching a global audience, then it’s wise to have localized educational content available in multiple languages and accents. This makes your content more relatable and accessible.\u003C\u002Fp>\u003Cp>\u003Cstrong>How to Measure: \u003C\u002Fstrong>In measuring customer education’s impact in achieving product-market fit faster, you need to consider a lot of factors, but for simplicity, let's correlate these three metrics:\u003C\u002Fp>\u003Cul>\u003Cli>Among the customers who’ve reached product adoption, how many of them have consistently consumed your educational materials?\u003C\u002Fli>\u003Cli>How many of your referrals are done by the percentage of the above customer segment (product-educated and have adopted your product)?\u003C\u002Fli>\u003Cli>What is the average time-to-value of the referred customers? And compare it with your overall time-to-value.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"connecting-the-dots-how-customer-education-drives-revenue-growth-and-business-success\">Connecting The Dots: How Customer Education Drives Revenue Growth And Business Success\u003C\u002Fh3>\u003Cp>Looking at the benefits, it’s pretty clear that customer education as a process contributes directly to your revenue generation, and at the same time cultivates a customer base of loyal advocates.\u003C\u002Fp>\u003Cp>By educating customers, you positively influence their adoption rate, leading to increased customer lifetime value and reduced churn rates. You also help reduce the cost of customer support and success teams and scale them using your on-demand educational resources. \u003C\u002Fp>\u003Cp>The customer-centric approach builds positive word-of-mouth, bringing in new customers through organic trust and referrals. As you continue to provide and upgrade your customer-centricity, you position yourself as a thought leader in the market.\u003C\u002Fp>\u003Ch2 id=\"measuring-and-calculating-customer-education-roi\">Measuring and Calculating Customer Education ROI\u003C\u002Fh2>\u003Cp>Measuring the ROI of your customer education program requires you to analyze and list the costs involved in setting it up. These costs include technological and personnel costs.\u003C\u002Fp>\u003Cp>\u003Cstrong>Technological Costs\u003C\u002Fstrong> include your recurring subscription costs for the software you use to execute your customer education program, including:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002F?ref=blog-api.saastube.io\">Learning Management System\u003C\u002Fa> (LMS)\u003C\u002Fli>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fknowledge-base-software\u002F?ref=blog-api.saastube.io\">Knowledge Base Software\u003C\u002Fa>\u003C\u002Fli>\u003Cli>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fvideo-creation\u002F?ref=blog-api.saastube.io\">Content Creation Tool(s)\u003C\u002Fa>\u003C\u002Fli>\u003Cli>In-app Guidance Software\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>Personnel Costs \u003C\u002Fstrong>include the costs associated with hiring and maintaining your customer education team\u002Fdivision such as employee salary and training costs.\u003C\u002Fp>\u003Ch3 id=\"what-to-measure\">What to Measure?\u003C\u002Fh3>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FMeasuring-ROI.png\" class=\"kg-image\" alt=\"illustartion of Measuring The ROI of Customer Education\" loading=\"lazy\" width=\"1000\" height=\"800\">\u003C\u002Ffigure>\u003Cp>When it comes to ROI, it boils down to the revenue, but with customer education, you cannot point out exactly what activity is bringing in revenue - it’s all working together like the gears of a machine.\u003C\u002Fp>\u003Cp>The Key Performance Indicators (KPIs) of your customer education program will be reflected across different metrics in different places. So, let’s divide the KPIs into three different aspects:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>KPIs from Customer-facing Platforms\u003C\u002Fstrong> - gives you rich insights into how your customers engage with your customer education program.\u003C\u002Fli>\u003Cli>\u003Cstrong>KPIs from Product Analytics Software\u003C\u002Fstrong> - helps you understand customers’ product interactions and engagement.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>KPIs that Directly Impact Revenue \u003C\u002Fstrong>- \u003C\u002Fstrong>\u003C\u002Fstrong>helps you understand how your customer base and revenue potential are changing\u003Cstrong>\u003Cstrong>.\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Once we take a look at these metrics, let’s correlate them to understand how customer education brings in revenue.\u003C\u002Fp>\u003Ch3 id=\"kpis-from-customer-facing-platform\">KPIs From Customer-Facing Platform\u003C\u002Fh3>\u003Cp>Here are a few metrics to track from common customer-facing platforms using the in-built analytics or any analytics tool integrated with these tools like Google Analytics.\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003Cstrong>Knowledge Base Software\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Learning Management System (LMS)\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Customer Support Platform\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Customer Success Platform\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>Knowledge base visits\u003C\u002Ftd>\n\u003Ctd>Learner enrollment rate\u003C\u002Ftd>\n\u003Ctd>Support ticket rate\u003C\u002Ftd>\n\u003Ctd>Customer health score\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Specific article page visits\u003C\u002Ftd>\n\u003Ctd>Course enrollment rate\u003C\u002Ftd>\n\u003Ctd>First contact resolution rate\u003C\u002Ftd>\n\u003Ctd>Time-to-value\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Search bar effectiveness\u003C\u002Ftd>\n\u003Ctd>Course completion rate\u003C\u002Ftd>\n\u003Ctd>Average resolution time\u003C\u002Ftd>\n\u003Ctd>Engagement rate\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>Time spent on articles\u003C\u002Ftd>\n\u003Ctd>No. of active users\u003C\u002Ftd>\n\u003Ctd>Ticket deflection rate\u003C\u002Ftd>\n\u003Ctd>Onboarding journey experience\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Cp>A common metric to track across all platforms is customers’ feedback on their experience with each platform. The customer support\u002Fsuccess platform also lets you conduct customer surveys to analyze your Customer Satisfaction Score (CSAT).\u003C\u002Fp>\u003Ch3 id=\"kpis-from-product-analytics-software\">KPIs From Product Analytics Software\u003C\u002Fh3>\u003Ch4 id=\"1-product-adoption-rate\">\u003Cstrong>1. Product Adoption Rate\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>It is the percentage of your total customers who have started to use your product in their everyday workflow.\u003C\u002Fp>\u003Cp>A customer usually goes through six product adoption stages -\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Awareness\u003C\u002Fstrong> - people are aware of the problem they have and how your product solves it.\u003C\u002Fli>\u003Cli>\u003Cstrong>Interest \u003C\u002Fstrong>- potential customers are interested in trying out your product.\u003C\u002Fli>\u003Cli>\u003Cstrong>Evaluation \u003C\u002Fstrong>- customers start comparing your product with competitors to determine which one is the best on paper.\u003C\u002Fli>\u003Cli>\u003Cstrong>Trial \u003C\u002Fstrong>- customers give your product a test run of the core features they wanna use.\u003C\u002Fli>\u003Cli>\u003Cstrong>Activation \u003C\u002Fstrong>- customers find value in your product and decide to invest in it.\u003C\u002Fli>\u003Cli>\u003Cstrong>Adoption\u003C\u002Fstrong> - customers continue to use your product in their workflow.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>An effective customer education program helps them move through these six stages seamlessly. A high product adoption rate indicates that. \u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip:\u003C\u002Fstrong> Since product adoption is dependent on habitual, and regular usage patterns, use gamified elements to encourage customers to come back every day.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Calculating Product Adoption Rate:\u003C\u002Fstrong>\u003Cbr>( New Active Users \u002F Total Signups ) X 100\u003C\u002Fblockquote>\u003Ch4 id=\"2-user-flow-smoothness\">\u003Cstrong>2. User Flow Smoothness\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>This tracks how easily users can navigate your product and complete intended actions without facing obstacles or confusion.\u003C\u002Fp>\u003Cp>Smoother user flows indicate that customers are well-educated on how your product’s features work, making it easy for them to achieve the desired output efficiently. \u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>Look for steps in the flow where users tend to get stuck for unusually long periods and optimize your customer education activities there.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Measuring User Flow Smoothness:\u003C\u002Fstrong>\u003Cbr>1. Identify key user flows in your product\u003Cbr>\u003Cbr>2. Track the completion rate of these flows:\u003Cbr>( No. of users who completed the flow \u002F No. of users who started the flow ) X 100\u003Cbr>\u003Cbr>3. Measure the average time taken to complete each step in the flow:\u003Cbr>( Sum of the time taken by all users \u002F total no. of users in the step ) X 100\u003Cbr>\u003Cbr>4. Track the drop-off rates of each step:\u003Cbr>( No. of users who drop off at step X \u002F total no. of users in step X ) X 100\u003C\u002Fblockquote>\u003Ch4 id=\"3-feature-utilization-rate\">\u003Cstrong>3. Feature Utilization Rate\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Feature utilization rate measures how frequently users engage with specific features within your product, helping you understand which features are most valuable to your users.\u003C\u002Fp>\u003Cp>This helps you look at feature usage patterns and identify potentially valuable features that aren’t being used often. If that’s the case, then the current education about its benefits and impact might need to be looked at for improvements.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>If you feel a lot of users are not following an optimized feature path, you can create a webinar topic centered around helping people realize the optimal path.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Calculating Feature Utilization Rate:\u003C\u002Fstrong>\u003Cbr>\u003Cbr>Before looking at the formula, decide on which period you want to calculate the feature utilization for - Monthly, weekly, or daily. Apply the data from this period to the formula\u003Cbr>\u003Cbr>( No. of users who used the feature \u002F No. of active users ) X 100\u003C\u002Fblockquote>\u003Ch4 id=\"4-user-stickiness\">\u003Cstrong>4. User Stickiness\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>User stickiness measures how often users return to use your product and how essential it becomes in their daily workflow. \u003C\u002Fp>\u003Cp>It lets you know how well your product is delivering value and makes users return to make use of that feature regularly.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>Track the stickiness across different customer lifecycle stages and look for stages where feature stickiness tends to decrease and focus your customer education efforts there.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Measuring User Stickiness:\u003C\u002Fstrong>\u003Cbr>( Daily Active Users \u002F Monthly Active Users ) X 100\u003C\u002Fblockquote>\u003Cp>The above formula gives you the daily stickiness rate, but if you feel your product might not be a daily use tool, you can swap Daily Active Users with Weekly Active Users, to get the weekly stickiness rate.\u003C\u002Fp>\u003Ch4 id=\"5-in-app-net-promoter-score-nps-\">\u003Cstrong>5. In-app Net Promoter Score (NPS)\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>NPS measures customer experience and predicts business growth by asking customers how likely they are to recommend your product to others.\u003C\u002Fp>\u003Cp>A higher customer satisfaction tends to increase your NPS and bring in quality referrals.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip:\u003C\u002Fstrong> Follow up your NPS survey with an open-ended question on why they chose their rating to get a better understanding of customer sentiments.\u003C\u002Fp>\u003Cp>\u003Cstrong>Measuring NPS:\u003C\u002Fstrong>\u003C\u002Fp>\u003Col>\u003Cli>Ask users: \"On a scale of 1 to 10, how likely are you to recommend our product to a friend or colleague?\" \u003C\u002Fli>\u003C\u002Fol>\u003Cp>\"1\" being less likely to recommend and \"10\" being very likely to recommend\u003C\u002Fp>\u003Cp>2.  Categorize responses into three:\u003C\u002Fp>\u003Cul>\u003Cli>Promoters (score 9-10)\u003C\u002Fli>\u003Cli>Passives (score 7-8)\u003C\u002Fli>\u003Cli>Detractors (score 0-6)\u003C\u002Fli>\u003C\u002Ful>\u003Cp>3.  Calculate NPS using this formula:\u003C\u002Fp>\u003Cp>NPS = Percentage of promoters - Percentage of detractors\u003C\u002Fp>\u003Ch3 id=\"kpis-that-directly-impact-revenue\">KPIs That Directly Impact Revenue\u003C\u002Fh3>\u003Cp>The metrics that we’re going to discuss here directly affect your revenue from customers in the form of:\u003C\u002Fp>\u003Cul>\u003Cli>Monthly Recurring Revenue (MRR)\u003C\u002Fli>\u003Cli>Annual Recurring Revenue (ARR)\u003C\u002Fli>\u003Cli>Net Retention Revenue (NRR)\u003C\u002Fli>\u003Cli>Expansion Revenue\u003C\u002Fli>\u003Cli>Customer Acquisition Cost (CAC) Payback Period\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"1-customer-retention-rate\">1. Customer Retention Rate\u003C\u002Fh4>\u003Cp>Customer retention rate measures the percentage of customers who continue to use your product over a given period. It’s a metric that tells you how many of your customers continue to find value in your product.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>Compare the retention rate across your different pricing plans or pricing groups if you only offer customized pricing. If there is a constant dip in retention in a particular pricing segment, either optimize your pricing plan or improve your customer retention strategies for this customer segment.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Calculating Customer Retention Rate (CRR):\u003C\u002Fstrong>\u003Cbr>\u003Cbr>To calculate the CRR for a specific time frame, we need three metrics:\u003Cbr>The number of \u003Cstrong>C\u003C\u002Fstrong>ustomers \u003Cstrong>A\u003C\u002Fstrong>t the \u003Cstrong>S\u003C\u002Fstrong>tart of the given period (\u003Cstrong>CAS\u003C\u002Fstrong>)\u003Cbr>The number of \u003Cstrong>C\u003C\u002Fstrong>ustomers \u003Cstrong>A\u003C\u002Fstrong>t the \u003Cstrong>E\u003C\u002Fstrong>nd of the given period (\u003Cstrong>CAE\u003C\u002Fstrong>)\u003Cbr>The number of \u003Cstrong>C\u003C\u002Fstrong>ustomers you \u003Cstrong>G\u003C\u002Fstrong>ained in this period (\u003Cstrong>CG\u003C\u002Fstrong>)\u003Cbr>\u003Cbr>Now, apply these metrics in the CRR formula:\u003Cbr>CRR = ( (CAE-CG) \u002F CAS ) X 100\u003C\u002Fblockquote>\u003Ch4 id=\"2-churn-rate\">2. Churn Rate\u003C\u002Fh4>\u003Cp>Churn rate is the flip side of retention rate, measuring the percentage of customers who stop using your product over a given period. Analyzing areas where most customers churn indicates that customer education might be ineffective at those touch points.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip:\u003C\u002Fstrong> Conduct exit interviews to understand the reasons why those customers churned. Try to find any patterns and focus your churn-reducing efforts there.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Calculating Churn Rate for a Given Period:\u003C\u002Fstrong>\u003Cbr>(No. of customers lost \u002F Total customers at the start of the period) X 100\u003C\u002Fblockquote>\u003Ch4 id=\"3-customer-lifetime-value-cltv-\">\u003Cstrong>3. Customer Lifetime Value (CLTV)\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Customer Lifetime Value represents the total revenue a business can expect from a single customer account throughout the business relationship. It's a forward-looking metric that helps in understanding the long-term value of customer acquisition and retention efforts. \u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip:\u003C\u002Fstrong> Compare your CLTV with your Customer Acquisition Cost (CAC) to ensure you’re getting your money’s worth by investing in customer education.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Calculating CLTV:\u003C\u002Fstrong>\u003Cbr>CLTV = Average revenue per customer\u002Fchurn rate\u003C\u002Fblockquote>\u003Ch4 id=\"4-upsell-and-cross-sell-rates\">\u003Cstrong>4. Upsell And Cross-sell Rates\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>Upsell and Cross-sell Rate measures the success of the efforts taken to increase the value of existing customer accounts, either by upgrading them to higher-tier plans (upselling) or by selling additional products (cross-selling). \u003C\u002Fp>\u003Cp>According to \u003Ca href=\"https:\u002F\u002Fwww.invespcro.com\u002Fblog\u002Fcustomer-acquisition-retention\u002F?ref=blog-api.saastube.io\">Invespcro\u003C\u002Fa>, you’re 60-70% more likely to sell to an existing customer than a new customer. This is one of the best ways to grow your revenue without incurring high acquisition costs.\u003C\u002Fp>\u003Cp>\u003Cstrong>Pro Tip: \u003C\u002Fstrong>Identify the best timing opportunities based on the consumption of educational resources by a customer across various channels. For example, have they completed your advanced LMS course, visited your knowledge base >50 times, and viewed your latest webinar?\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Calculating Upsell Rate:\u003C\u002Fstrong>\u003Cbr>(No. of up-sells \u002F No. of up-sell attempts) X 100\u003Cbr>\u003Cbr>\u003Cstrong>Calculating Cross-sell Rate:\u003C\u002Fstrong>\u003Cbr>(No. of customers who made additional purchases \u002F No. of cross-sell attempts) X 100\u003C\u002Fblockquote>\u003Ch3 id=\"correlating-these-different-kpis\">Correlating These Different KPIs\u003C\u002Fh3>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FCorrelating-ROI.png\" class=\"kg-image\" alt=\"Ilustration of Correlating Different KPIs of Customer Education\" loading=\"lazy\" width=\"1000\" height=\"800\">\u003C\u002Ffigure>\u003Cp>Alright, what do we do with these metrics? I mean, we know we need to positively impact them, but even if we achieve that, how do we know that our customer education program was a major factor in the success? This is where your educated customer segment comes into play.\u003C\u002Fp>\u003Cp>To correlate success with customer education, we need to check how the positive impacts of the KPIs from product analytics tools and ones that directly impact revenue come from educated customers vs non-educated customers. \u003C\u002Fp>\u003Cp>So, before moving on, determine who is an educated customer. This should be based on your KPIs from Customer-facing Platforms, for example:\u003C\u002Fp>\u003Cul>\u003Cli>Completion of onboarding programs\u003C\u002Fli>\u003Cli>Engagement with your knowledge base (e.g., number of articles read)\u003C\u002Fli>\u003Cli>Participation in webinars or training sessions\u003C\u002Fli>\u003Cli>Course completion rates in your LMS\u003C\u002Fli>\u003Cli>Raised a few support tickets\u003C\u002Fli>\u003Cli>High engagement rate\u003C\u002Fli>\u003C\u002Ful>\u003Cp>Ideally, your definition should include multiple KPIs to ensure a high-quality standard of an educated customer.\u003C\u002Fp>\u003Cp>\u003Cstrong>Correlate the success of product analytics and revenue-impacting KPIs: \u003C\u002Fstrong>Out of the positive impacts of all the KPIs, compare how many were contributed by educated customers vs non-educated customers.\u003C\u002Fp>\u003Cp>\u003Cstrong>Correlate the increase in revenue growth with customer education: \u003C\u002Fstrong>Out of your current MRR, ARR, Net Retention Revenue, Expansion Revenue, and Customer Acquisition Cost (CAC) Payback Period - how much do the educated customers contribute in this? \u003C\u002Fp>\u003Cp>If the ratio is notably higher with educated customers, you’re getting your money’s worth.\u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Measuring The ROI: A Recap\u003C\u002Fstrong>\u003Cbr>\u003Cbr>1. \u003Cstrong>Analyze your costs\u003C\u002Fstrong> related to customer education \u003Cstrong>(Technological and personnel costs)\u003C\u002Fstrong>.\u003Cbr>\u003Cbr>2. Since we cannot directly connect one metric to prove the revenue impact, we need to \u003Cstrong>correlate different metrics\u003C\u002Fstrong>, so let’s consider KPIs from three different aspects \u003Cstrong>(from customer-facing platforms, product analytics software, and ones that directly impact revenue)\u003C\u002Fstrong>.\u003Cbr>\u003Cbr>3. Determine \u003Cstrong>who is your educated customer\u003C\u002Fstrong> based on the \u003Cstrong>KPIs from customer-facing platforms\u003C\u002Fstrong>.\u003Cbr>\u003Cbr>4. \u003Cstrong>Analyze the positive impacts\u003C\u002Fstrong> of product analytics and revenue-impacting KPIs and find out the \u003Cstrong>contribution by your educated customers\u003C\u002Fstrong> in this success.\u003Cbr>\u003Cbr>5. If \u003Cstrong>educated customers contribute significantly\u003C\u002Fstrong> to your business success, \u003Cstrong>then you’re customer education efforts are paying well\u003C\u002Fstrong>.\u003C\u002Fblockquote>\u003Ch2 id=\"start-measuring-and-optimizing-your-customer-education-roi-today\">Start Measuring and Optimizing Your Customer Education ROI Today\u003C\u002Fh2>\u003Cp>A common challenge most customer educators face is the process of collecting and compiling data from different sources. The best way to overcome this is to automate this process using automation tools like Zapier which can fetch data from multiple apps and feed it to a Google Sheet - giving you a single source of truth. \u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-educated-podcast\u002Fcustomer-education-automations\u002F?ref=blog-api.saastube.io\">Eric Mistry shared this insight with us on Trainn’s Customer Educated Podcast\u003C\u002Fa>. \u003C\u002Fp>\u003Cfigure class=\"kg-card kg-embed-card kg-card-hascaption\">\u003Ciframe style=\"border-radius: 12px\" width=\"100%\" height=\"152\" title=\"Spotify Embed: Exploring the power of customer education automations with Eric Mistry - Ep 5 (P1)\" frameborder=\"0\" allowfullscreen allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" src=\"https:\u002F\u002Fopen.spotify.com\u002Fembed\u002Fepisode\u002F3T7lXsxjYNDVzLMYLLuux1?si=qmayH78aS26YWWPJWUSY1g&utm_source=oembed\">\u003C\u002Fiframe>\u003Cfigcaption>Customer Educated Podcast ft. Eric Mistry\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>By implementing a robust system for measuring and analyzing your customer education ROI, you're not just proving its value – you're setting the stage for data-driven improvements that can significantly boost your growth as an industry thought leader. \u003C\u002Fp>\u003Cp>It’s time to elevate your customer education program to become the strategic driver of business success.\u003C\u002Fp>\u003C!--kg-card-begin: html-->\u003Cp id=\"trainn-editorial-team\">Reviewed by: \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fauthors\u002Ftrainn-editorial-team\u002F?ref=blog-api.saastube.io\" >Trainn Editorial Team\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-end: html-->","6718a57f573049681610fae7","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F11\u002FCE-ROI-Feature-Image.jpg","2024-10-23T07:27:59.000+00:00","2026-07-03T07:36:41.000+00:00","2024-10-23T07:51:49.000+00:00","Customer education plays a crucial role in 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Guide",{"id":79,"uuid":80,"title":81,"slug":82,"html":83,"comment_id":84,"feature_image":85,"featured":13,"visibility":14,"created_at":86,"updated_at":87,"published_at":88,"custom_excerpt":89,"codeinjection_head":90,"codeinjection_foot":20,"custom_template":20,"canonical_url":20,"authors":91,"tags":93,"primary_author":94,"primary_tag":20,"url":95,"excerpt":89,"reading_time":96,"access":31,"comments":13,"og_image":20,"og_title":20,"og_description":20,"twitter_image":20,"twitter_title":20,"twitter_description":20,"meta_title":97,"meta_description":89,"email_subject":20,"frontmatter":20,"feature_image_alt":20,"feature_image_caption":20},"6a348566a7148700019806fc","c9e052fe-c42c-4061-b10e-d6080956b97e","How to Scale Customer Success in Your Organization in 2025","how-to-scale-customer-success-in-your-organization-in-2025","\u003Cp>In SaaS, customer success is a pillar of growth. But scaling from 100 to 1,000 customers brings a challenge: \u003Cstrong>how do you maintain the same level of personal attention?\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Here are two possible strategies you can invest in while scaling up:\u003Cbr>\u003Cstrong>A:\u003C\u002Fstrong> Increase headcount by hiring more customer success managers\u003Cbr>\u003Cstrong>B:\u003C\u002Fstrong> Lean on technology for your customer success operation\u003C\u002Fp>\u003Cp>Hiring more CSMs is costly, while relying only on tech can feel impersonal. The best choice here is to blend human expertise with the right technology to create a customer success powerhouse capable of supporting exponential growth. \u003C\u002Fp>\u003Cp>In this blog, we’ll explore how AI, automation, and data can help you scale customer success without losing the human touch.\u003C\u002Fp>\u003Ch2 id=\"what-exactly-is-scaling-customer-success\">\u003Cstrong>What Exactly is Scaling Customer Success?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Scaling customer success is the process of implementing a strategic blend of digital-led and human-led approaches to your \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-success-strategies\u002F?ref=blog-api.saastube.io\">customer success initiatives\u003C\u002Fa>. \u003C\u002Fp>\u003Cp>This approach optimizes your customer success operation, efficiently nurturing your growing customers without compromising on quality of service. \u003C\u002Fp>\u003Cp>The fundamental goal of \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-success\u002F?ref=blog-api.saastube.io\">customer success\u003C\u002Fa> remains constant even while scaling it: to ensure your customers achieve their desired outcomes and realize value from your product. What changes is \u003Cstrong>the approach to achieving it. \u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Before diving deep into the topic, here are some common misconceptions about the scaled customer success model: \u003C\u002Fp>\u003Cblockquote>\u003Cstrong>#1 Myth: Scaling customer success means hiring more customer success managers.\u003C\u002Fstrong>\u003Cbr>\u003Cbr>\u003Cstrong>Truth:\u003C\u002Fstrong> Scaling customer success does not include hiring additional CSMs. It focuses on making your existing CSM team work smarter with automation and tech. Work smarter, not harder. \u003C\u002Fblockquote>\u003Cblockquote>\u003Cstrong>#2 Myth: Scaled customer success doesn’t include high-touch customer experience. (personalized, one-to-one interactions). \u003C\u002Fstrong>\u003Cbr>\u003Cbr>\u003Cstrong>Truth: \u003C\u002Fstrong>High-touch interaction is one of the valuable components of scaled customer success. A well-designed scaled approach includes various levels of engagement, from low touch (automation) to high touch (one-to-one, personalized) based on the customers’ needs and objectives. \u003C\u002Fblockquote>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-02.jpg\" class=\"kg-image\" alt=\"Image of How scaled customer success works\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003Cfigcaption>Scaled Customer Success\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch2 id=\"why-scaling-customer-success-is-crucial-for-business-growth\">\u003Cstrong>Why Scaling Customer Success is Crucial for Business Growth?\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>When a company achieves product-market fit, it typically sees a significant increase in customers. \u003C\u002Fp>\u003Cp>During this phase, companies face challenges in managing the rapidly expanding customer base. Hence, the primary objective of a scaling company is to sustain its growth trajectory while not dipping in its service quality. \u003C\u002Fp>\u003Cp>However, the existing customer success managers team often find themselves overwhelmed, struggling to maintain the same level of service quality for the growing number of customers. \u003C\u002Fp>\u003Cp>If the same approach of one-to-one, personalized interactions is being followed to handle new customers, problems will start to appear such as:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>CSMs being forced to ‘Do more with less’: \u003C\u002Fstrong>As the ratio of customers over CSMs increases by a lot, CSMs have no other choice other than to take more and more accounts under their wing. This leads to rushed interactions, burnout, and ultimately decreased job satisfaction.  \u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>Quality of service and support decreases \u003C\u002Fstrong>as CSMs struggle to keep up with the growing demands of customers. These demands overwhelm the team, leading to increased response times, unsolved issues, and poor customer experiences.\u003Cbr>\u003C\u002Fli>\u003Cli>\u003Cstrong>An increase in customer churn\u003C\u002Fstrong>: Deteriorating service quality will create a storm of dissatisfied customers who are more likely to explore alternatives in the market. \u003Cbr>This will affect the revenue growth and at the same time damages the company’s reputation and potential for future growth.  \u003C\u002Fli>\u003C\u002Fol>\u003Ch2 id=\"understanding-scaled-customer-success\">\u003Cstrong>Understanding Scaled Customer Success\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>Scaled customer success comprises of\u003C\u002Fp>\u003Cul>\u003Cli>The right balance of incorporating technology-led and CSM-led approaches to customers\u003C\u002Fli>\u003Cli>One-to-one, one-to-few, one-to-many interactions\u003C\u002Fli>\u003Cli>Building a system applicable to all customer tiers\u003C\u002Fli>\u003Cli>Data-driven insights \u003C\u002Fli>\u003C\u002Ful>\u003Cp>To get a more clear understanding of scaled customer success, let's compare how scaled customer success is different from traditional customer success. \u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Aspect\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Traditional Customer Success\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Scaled Customer Success\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Nature of services\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Human-led services\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">A balance of technology-led and human-led services\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Engagement\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">One to one interaction(personalized)\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">One-to-one, one-to-few, one-to-many interaction.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Type of support\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Reactive support\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Proactive support\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Resource requirement\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">More CSMs\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Existing CS team + tools for automation\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Cost\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Hiring more CSMs is expensive\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Highly cost-effective as all we need are the right tools for the job.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch2 id=\"key-benefits-of-scaled-customer-success\">\u003Cstrong>Key Benefits of Scaled Customer Success\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-01.jpg\" class=\"kg-image\" alt=\"Image of few benefits of scaled customer success\" loading=\"lazy\" width=\"1000\" height=\"572\">\u003Cfigcaption>Key Benefits of Scaled Customer Success\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch3 id=\"frees-up-csms-for-strategic-work\">\u003Cstrong>Frees Up CSMs for Strategic Work\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>When your CSMs become overwhelmed trying to maintain a large number of customer accounts, it eventually limits their ability to focus on high-value operations such as fixing churn rates, increasing expansion revenue, etc. \u003C\u002Fp>\u003Cp>Scaling customer success eliminates this bottleneck by automating simple tasks, enabling CSMs to focus on issues that require proper strategic planning. \u003C\u002Fp>\u003Cp>Automating can be done by:\u003C\u002Fp>\u003Cul>\u003Cli>Setting up a self-service knowledge base with reader-friendly resources like video tutorials, interactive guides and help articles.\u003C\u002Fli>\u003Cli>Sending out emails based on their product activity.\u003C\u002Fli>\u003Cli>Implementing a chatbot and integrating it with your knowledge base. \u003C\u002Fli>\u003C\u002Ful>\u003Cp>Here’s a simple scenario to help you understand how it works:  \u003C\u002Fp>\u003Cp>\u003Cstrong>CSM Problem:\u003C\u002Fstrong> For every regular check-in, CSMs have to manually draft emails or go for one-to-one calls with customers, which eats up a whole lot of their day.\u003C\u002Fp>\u003Cp>\u003Cstrong>How a scaled customer success model helps handle it:\u003C\u002Fstrong> Create personalized email templates for different needs (regular check-ins, or milestones) and set triggers (every Wednesday, or after the use of a particular feature) to automatically send them out. \u003C\u002Fp>\u003Cp>\u003Cstrong>What CSMs can do with their free time:\u003C\u002Fstrong> Focus on setting up call sessions with customers who might be ready for an upsell or cross-sell.\u003C\u002Fp>\u003Ch3 id=\"offers-self-service-experiences\">\u003Cstrong>Offers Self-Service Experiences\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Customers prefer to solve smaller issues by themselves like signing up, adding another account, or embedding a code. \u003C\u002Fp>\u003Cp>\u003Cstrong>A Salesforce survey found out that o\u003C\u002Fstrong>\u003Ca href=\"https:\u002F\u002Fwww.salesforce.com\u002Fresources\u002Fresearch-reports\u002Fstate-of-the-connected-customer\u002F?ref=blog-api.saastube.io\">\u003Cstrong>ut of 14000 customers, 61% preferred self-service when it comes to common issues. \u003C\u002Fstrong>\u003C\u002Fa> \u003C\u002Fp>\u003Cp>Self-service is not only used for support but also used throughout the customer’s journey - from onboarding to product adoption. This helps them to use your product effectively without unnecessary delays and hurdles while contacting the support team. \u003C\u002Fp>\u003Cp>A scaled customer success can help offer self-service support through implementing chatbots, knowledge base, and community forums.\u003C\u002Fp>\u003Ch3 id=\"insightful-customer-data\">Insightful Customer Data\u003C\u002Fh3>\u003Cp>A scaled customer success model involves implementing a specific set of tools to automate the mundane part of CSMs' work. These tools offer insights that will help you better understand your customers and constantly refine your engagement techniques. \u003C\u002Fp>\u003Cp>Different tools give different data and insights:  \u003C\u002Fp>\u003Ch4 id=\"1-customer-success-platform\">1. Customer Success Platform\u003C\u002Fh4>\u003Cp>\u003Cstrong>Tools:\u003C\u002Fstrong> Churnzero, Gainsight Customer Success.\u003C\u002Fp>\u003Cp>\u003Cstrong>Data provided\u003C\u002Fstrong>: Customer health scores, and product usage.\u003C\u002Fp>\u003Cp>\u003Cstrong>Insights drawn:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Health score helps to track at-risk customers and address their issues proactively.\u003C\u002Fli>\u003Cli>Product usage data allows for personalized engagement, and insights from customer interactions highlight potential upsell opportunities.\u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"2-customer-relationship-management\">2. Customer Relationship Management\u003C\u002Fh4>\u003Cp>\u003Cstrong>Tools\u003C\u002Fstrong>: Salesforce, Hubspot\u003C\u002Fp>\u003Cp>\u003Cstrong>Data provided:\u003C\u002Fstrong> Customer information, interaction history, Sales pipeline\u003C\u002Fp>\u003Cp>\u003Cstrong>Insights drawn:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Customer data helps create customer segments\u003C\u002Fli>\u003Cli>Sales pipeline data gives insights on sales forecasts which aids in better resource allocation for your customers and their goal setting.  \u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"3-product-analytics-tools\">3. Product Analytics Tools\u003C\u002Fh4>\u003Cp>\u003Cstrong>Tools\u003C\u002Fstrong>: Pendo, Whatfix\u003C\u002Fp>\u003Cp>\u003Cstrong>Data provided:\u003C\u002Fstrong> product and its feature usage\u003C\u002Fp>\u003Cp>\u003Cstrong>Insights drawn:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Product and feature usage data reveals which features customers struggle using, offering opportunities for creating help resources. \u003C\u002Fli>\u003C\u002Ful>\u003Ch4 id=\"4-customer-feedback-software\">4. Customer Feedback Software\u003C\u002Fh4>\u003Cp>\u003Cstrong>Tools:\u003C\u002Fstrong> SurveyMonkey, Hotjar\u003C\u002Fp>\u003Cp>\u003Cstrong>Data provided:\u003C\u002Fstrong> feedback from surveys and reviews section.\u003C\u002Fp>\u003Cp>\u003Cstrong>Insights drawn:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Direct feedback provides insights on key metrics like Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), helping identify your customer pain points and address their needs more effectively.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"scalability\">\u003Cstrong>Scalability\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>As you experience hockey-stick growth, you will soon have hundreds of customers every day than you can manage. Which is a good thing. But your customer onboarding, training, and support processes should scale with you, not hold you back. \u003C\u002Fp>\u003Cp>A scaled customer success model will help you consistently and efficiently manage your ever-growing customer base while helping you offer top-notch support, onboarding, and training. \u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Cstrong>How Scaled-CSM Model Helps Provide Scalability\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Traditional CSM Model\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003Cstrong>Scaled CSM Model\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Support\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd>1:1 customer interactions; reactive support\u003C\u002Ftd>\n\u003Ctd>Automation, self-service knowledge base, and community-based support\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Onboarding\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd>Manual, high-touch onboarding call with each customer\u003C\u002Ftd>\n\u003Ctd>Self-paced onboarding with automated workflows, video tutorials, and weekly webinars\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd>\u003Cstrong>Training\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd>Personalized training sessions for each customer\u003C\u002Ftd>\n\u003Ctd>On-demand, scalable training content such as video tutorials, guides, and webinars offered through an Academy\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch2 id=\"how-to-build-a-scaled-customer-success-strategy\">\u003Cstrong>How to Build a Scaled Customer Success Strategy\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card kg-card-hascaption\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-03.jpg\" class=\"kg-image\" alt=\"Steps to build scaled customer success strategy\" loading=\"lazy\" width=\"1000\" height=\"704\">\u003Cfigcaption>Strategies to Scale Customer Success\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Ch3 id=\"step-1-understand-your-customer-segment\">\u003Cstrong>Step 1: Understand Your Customer Segment\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Not all customers require the same resources or guidance, nor do they have the patience for irrelevant interactions leading to poor customer satisfaction. \u003C\u002Fp>\u003Cp>Customer segmentation is essential for delivering personalized customer experiences. Personalization can be implemented only when you understand your customers’ needs. \u003C\u002Fp>\u003Cp>It's necessary to segment your customers to help you provide a clear picture of their needs and how to fulfill them. Initially, you might want to segment your customers based on these criteria:\u003C\u002Fp>\u003Col>\u003Cli>Based on the role\u003C\u002Fli>\u003Cli>Based on their industry\u003C\u002Fli>\u003Cli>Based on their preferred language\u003C\u002Fli>\u003C\u002Fol>\u003Cp>But, as customers go deeper into your funnel, your segmentation must also go deeper.\u003C\u002Fp>\u003Ch4 id=\"value-based-segmentation\">\u003Cstrong>Value-based Segmentation\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>This segmentation divides customers based on their revenue contribution and current pricing plan. Factors that affect this segmentation include Monthly Recurring Revenue (MRR), Average Recurring Revenue (ARR), and Customer Lifetime Value. \u003C\u002Fp>\u003Cp>Considering all of these together and segmenting your customers into\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Low-tiered Customers\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>They use the basic plan of your product, contributing to the minimal revenue margin.\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Mid-tiered Customers\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>They use your regular plans with higher pricing, contributing to a better revenue margin.\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>High-tiered Customers\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>They use your enterprise plan, contributing to the highest revenue margin.\u003C\u002Fp>\u003Cp>Your pricing plans will also offer increased feature sets as they move up the ladder. This will help you picture their needs to provide personalized guidance and support. \u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Alert:\u003C\u002Fstrong> Make sure you don’t lock good customer support and success behind higher pricing plans. \u003Cbr>Good segmentation should allow you to balance the right mix of automation and human interaction for all tiers of customers.   \u003C\u002Fblockquote>\u003Cp>The level of support or guidance can be classified into high-touch and low-touch experiences:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>High-touch experience\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>It involves better human interactions that are personalized, and frequent, and happens when the issues and walkthroughs are complex. \u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Low-touch experience\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>It involves fewer human interactions and relies on automated processes to digitally engage with customers, as issues and walkthroughs are repetitive and simpler. \u003C\u002Fp>\u003Cp>You can further segment your customers based on:\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>Product usage:\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Fol>\u003Cul>\u003Cli>What features are used frequently?\u003C\u002Fli>\u003Cli>What is the overall engagement with the product?\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>2. Growth potential:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Which customers have a high potential for expansion?\u003C\u002Fli>\u003Cli>What’s their likelihood of expanding their use of your product?\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>3. Customer health:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>To detect customers who are not using your product regularly\u003C\u002Fli>\u003Cli>How long have they not been interacting with your product?\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"step-2-pen-down-csm-challenges\">\u003Cstrong>Step 2: Pen-down CSM Challenges\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Before we draft the strategy, list down the common challenges your CSMs face during a customer base surge. This will help you build a scaled CS strategy to address their problems. \u003C\u002Fp>\u003Cp>Here are a few common challenges that CSMs face while experiencing skyrocketing growth: \u003C\u002Fp>\u003Ch4 id=\"handling-repetitive-support-tickets-in-large-volumes-daily\">\u003Cstrong>Handling Repetitive Support Tickets in Large Volumes Daily\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>\u003Cbr>As you acquire more customers, your support queries will also double. Eventually, your CSMs and support teams will end up firefighting common queries daily. \u003C\u002Fp>\u003Ch4 id=\"unable-to-maintain-personalization-at-scale\">\u003Cstrong>Unable to Maintain Personalization at Scale\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>As your customer base increases, it becomes hard to personalize your customer interactions and support. This does not let you fulfill the needs and goals of your customers at scale.\u003C\u002Fp>\u003Ch4 id=\"identifying-customers-at-risk\">\u003Cstrong>Identifying Customers at Risk\u003C\u002Fstrong>\u003C\u002Fh4>\u003Cp>It is difficult to track and analyze customer data effectively when you don’t have the right tools to help you during a customer base surge. So, the chances of you not noticing customers at risk of churning is high and by the time you do, it might already be too late.\u003C\u002Fp>\u003Ch3 id=\"step-3-set-clear-goals\">\u003Cstrong>Step 3: Set Clear Goals\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Once you’ve penned down your challenges, set goals that help you tackle these issues.    \u003C\u002Fp>\u003Cblockquote>\u003Cstrong>Tip: \u003C\u002Fstrong>Don’t limit yourself while jotting down the challenges thinking about the feasibility of solutions. Brainstorm all your challenges, and rank all the solutions based on their feasibility later. \u003Cbr>This will help you prioritize your goals and let you know what action needs to be taken first.    \u003C\u002Fblockquote>\u003Cp>Here are some example goals for the challenges we looked at above:\u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Challenges\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Goals\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Handling repetitive support tickets in large volumes daily\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To reduce the volume of repetitive support tickets by 20%\u003C\u002Ftd>\n\u003Ctd>\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Unable to maintain personalization at scale\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To deliver a personalized experience to 70% of your customers\u003C\u002Ftd>\n\u003Ctd>\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Unable to manually identify customers at risk\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To implement an automated risk identification system to accurately flag 80% of risk accounts\u003C\u002Ftd>\n\u003Ctd>\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch3 id=\"step-4-build-an-executable-strategy-for-each-goal\">\u003Cstrong>Step 4: Build an Executable Strategy for Each Goal\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>Once you get an understanding of what you need to achieve, brainstorm the different ways to achieve those goals.\u003C\u002Fp>\u003Cp>Remember, scaled customer success comprises of\u003C\u002Fp>\u003Cul>\u003Cli>The right balance of incorporating technology-led and CSM-led approaches to customers\u003C\u002Fli>\u003Cli>One-to-one, one-to-few, one-to-many interactions\u003C\u002Fli>\u003Cli>Building a system applicable to all customer tiers\u003C\u002Fli>\u003Cli>Data-driven insights \u003C\u002Fli>\u003C\u002Ful>\u003Cp>Here is a list of strategies we’ve built for the respective goals and challenges discussed: \u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Challenges\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Goals\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Strategies\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Handling repetitive support tickets in large volumes daily\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Reduce the volume of repetitive support tickets by 20%\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Build a self-service resource that can answer repetitive queries on a 24*7 basis (Example: Knowledge Base).\u003Cbr>\u003Cbr>Set up a chatbot inside the product to instantly answer common queries.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Unable to maintain personalization at scale\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To deliver a personalized experience to 70% of your customers ( exclusive of different tiered segments )\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To automate feature adoption emails based on each customer’s role. \u003Cbr>\u003Cbr>To recommend relevant content in the Knowledge Base based on each user’s use case. \u003Cbr>\u003Cbr>To offer personalized learning paths in the Academy.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Unable to manually identify customers at risk\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To implement an automated risk identification system that accurately flags 80% of risk accounts\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">\u003Cbr>To implement a customer success platform that provides health scores for each customer.\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch3 id=\"step-5-measure-and-iterate\">\u003Cstrong>Step 5: Measure and Iterate\u003C\u002Fstrong>\u003C\u002Fh3>\u003Cp>For each strategy, it’s important to measure the impact they create. Hence, set KPIs to measure and track them. \u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Challenges\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Goals\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Strategies\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>KPIs\u003C\u002Fstrong>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Handling repetitive support tickets in large volumes daily\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Reduce the volume of repetitive support tickets by 20%\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Build a self-service resource that can answer repetitive queries on a 24*7 basis (Example: Knowledge Base).\u003Cbr>\u003Cbr>Set up a chatbot inside the product to instantly answer common queries.\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">\u003Cbr>Average time to resolve complex tickets\u003Cbr>\u003Cbr>Self-service usage rate\u003Cbr> \u003Cbr>Low Customer Effort Score\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Unable to maintain personalization at scale\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To deliver a personalized experience to 70% of your customers ( exclusive of different tiered segments )\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To automate feature adoption emails based on each customer’s role.\u003Cbr>\u003Cbr>To recommend relevant content in the Knowledge Base based on each user’s use case.\u003Cbr> \u003Cbr>To offer personalized learning paths in the Academy.\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Customer satisfaction score (CSAT)\u003Cbr>\u003Cbr>Net Promoter Score(NPS)\u003Cbr>\u003Cbr>Retention rate\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">\u003Cstrong>Unable to manually identify customers at risk.\u003C\u002Fstrong>\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To implement an automated risk identification system that accurately flags 80% of risk accounts\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">To implement a customer success platform that provides health scores for each customer.\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fchurn-rate\u002F?ref=blog-api.saastube.io\">Customer churn rate\u003C\u002Fa>\u003Cbr>\u003Cbr>Number of at-risk customers identified and saved\u003Cbr>\u003Cbr>Customer health score improvement\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Cp>Here is a 3-step process to measure the effectiveness of your scaled customer success program:\u003C\u002Fp>\u003Col>\u003Cli>Define your scaled CS team’s North Star metric.\u003C\u002Fli>\u003Cli>Identify leading and lagging indicators that drive your North Star metric.\u003C\u002Fli>\u003Cli>Continuously test and iterate your strategies for ongoing improvement.\u003C\u002Fli>\u003C\u002Fol>\u003Ch2 id=\"the-most-common-challenge-in-scaling-customer-success\">\u003Cstrong>The Most Common Challenge in Scaling Customer Success\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>\u003Cstrong>Challenge:\u003C\u002Fstrong> Striking the right balance between human touch and automation. \u003C\u002Fp>\u003Cp>\u003Cstrong>Solution:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Automating simpler tasks like handling repetitive queries through self-service resources provides customer success managers time to focus on more complex activities, such as engaging with potential customers for upsell opportunities. \u003C\u002Fp>\u003Col>\u003Cli>Start by discussing with your entire team to identify the simple, repetitive tasks they regularly perform and note the time each one takes. This will help you pinpoint areas that are ripe for automation. Review the list and evaluate each task based on factors like:\u003C\u002Fli>\u003C\u002Fol>\u003Cul>\u003Cli>\u003Cstrong>Repetitiveness\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Complexity\u003C\u002Fstrong>\u003C\u002Fli>\u003Cli>\u003Cstrong>Time-consuming nature, especially if the task doesn’t require a personal touch.\u003C\u002Fstrong>\u003C\u002Fli>\u003C\u002Ful>\u003Cp>2. Research and select tools or software that are user-friendly and integrate smoothly with your existing systems. Whether it’s adding new tools to your tech stack or developing custom solutions, make sure the automation aligns with your team’s needs. \u003C\u002Fp>\u003Cp>3. Communicate any changes in processes to your customers, explaining how automation will improve their experience, such as through faster issue resolution via a knowledge base. \u003Cbr>However, reassure them that human touch (CSMs) will still be available for more complex issues and relationship-building.\u003C\u002Fp>\u003Cp>4. Lastly, gather feedback from both customers and team members about the new scaling process. Use these insights to continuously refine and improve your strategy.\u003C\u002Fp>\u003Cp>Here are some repetitive tasks that Customer Success Managers perform on a daily basis. \u003C\u002Fp>\u003C!--kg-card-begin: markdown-->\u003Ctable>\n\u003Cthead>\n\u003Ctr>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Repetitive and Simpler tasks\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth style=\"text-align:center\">\u003Cstrong>Automation Techniques\u003C\u002Fstrong>\u003C\u002Fth>\n\u003Cth>\u003C\u002Fth>\n\u003C\u002Ftr>\n\u003C\u002Fthead>\n\u003Ctbody>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">Sending out emails for onboarding, feature usage, celebrating milestones\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Use CRM.\u003Cbr>\u003Cbr>Marketing automation tools to trigger personalized emails based on their behaviour.\u003C\u002Ftd>\n\u003Ctd>\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">Answering common support questions\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Implement a knowledge base and chatbot for frequently asked questions.\u003C\u002Ftd>\n\u003Ctd>\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">Collecting NPS and CSAT scores\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Use feedback software and CS platforms to send out surveys.\u003Cbr> \u003Cbr>Track reviews automatically.\u003Cbr>\u003Cbr>Signal negative feedbacks.\u003C\u002Ftd>\n\u003Ctd>\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003Ctr>\n\u003Ctd style=\"text-align:center\">Informing about product updates\u003C\u002Ftd>\n\u003Ctd style=\"text-align:center\">Automate in-app notifications.\u003Cbr>\u003Cbr>Create feature videos and publish them in your knowledge base.\u003Cbr>\u003Cbr>Conduct webinars for feature education.\u003C\u002Ftd>\n\u003Ctd>\u003C\u002Ftd>\n\u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\n\u003C!--kg-card-end: markdown-->\u003Ch2 id=\"scale-your-customer-success-effortlessly-with-trainn\">\u003Cstrong>Scale Your Customer Success Effortlessly with Trainn\u003C\u002Fstrong>\u003C\u002Fh2>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsolutions\u002Fcustomer-training-platform\u002F?ref=blog-api.saastube.io\">Trainn\u003C\u002Fa> is an AI-powered, unified platform to create, manage, and scale customer success initiatives. Trainn helps CSMs offer self-serve onboarding, product training, and technical support with its content creation and distribution suite.\u003C\u002Fp>\u003Cp>With Trainn, you can ensure every customer receives the attention they deserve while optimizing your CS team’s efficiency and impact. \u003C\u002Fp>\u003Cp>What Trainn makes possible:\u003C\u002Fp>\u003Col>\u003Cli>Create self-service resources —\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fvideo-creation\u002F?ref=blog-api.saastube.io\">videos\u003C\u002Fa>, \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Finteractive-guides\u002F?ref=blog-api.saastube.io\">guides\u003C\u002Fa>, and walkthroughs remarkably fast. Organize this content for self-serve onboarding, support, and customer training.\u003C\u002Fli>\u003Cli>Launch an always-available \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fknowledge-base-software\u002F?ref=blog-api.saastube.io\">Knowledge Base\u003C\u002Fa> without writing a single line of code.\u003C\u002Fli>\u003Cli>Launch a digital \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002F?ref=blog-api.saastube.io\">LMS\u003C\u002Fa> without engineering dependencies. Turn your 1:1 training into 1:many programs.\u003C\u002Fli>\u003Cli>Use \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fin-app-tutorials\u002F?ref=blog-api.saastube.io\">In-app Tutorial\u003C\u002Fa> to create and embed training content inside your product without coding.\u003C\u002Fli>\u003Cli>Measure and optimize. Track customer-level and LMS metrics such as courses enrolled, engagement, and completion rate. Analyze how your scaled CS initiatives are boosting revenue, product adoption, and customer retention.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>Ready to create a world-class scaled Customer Success program? Then, it’s time to \u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?ref=blog-api.saastube.io\">try Trainn for free with our 14-day free trial.\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-begin: html-->\u003Cp id=\"trainn-editorial-team\">Reviewed by: \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fauthors\u002Ftrainn-editorial-team\u002F?ref=blog-api.saastube.io\" >Trainn Editorial Team\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-end: html-->","670fb157573049681610f8f6","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FArtboard-15-copy-9@2x-100.jpg","2024-10-16T12:28:07.000+00:00","2025-12-22T10:48:58.000+00:00","2024-10-16T13:32:18.000+00:00","To scale your customer success efforts, focus on optimizing processes and being proactive, not just hiring more customer success managers (CSMs).","\u003Cscript type=\"application\u002Fld+json\">\n{\n  \"@context\": \"https:\u002F\u002Fschema.org\",\n  \"@graph\": [\n    {\n      \"@type\": \"Organization\",\n      \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\",\n      \"name\": \"Trainn\",\n      \"url\": \"https:\u002F\u002Ftrainn.co\u002F\",\n      \"address\": {\n            \"@type\":\"PostalAddress\",\n            \"streetAddress\":\"300 Delaware Ave, Ste 210 #225\",\n            \"addressLocality\":\"Wilmington\",\n            \"addressRegion\":\"Delaware\",\n            \"postalCode\":\"19801\",\n            \"addressCountry\":\"US\"\n          },\n      \"logo\": {\n        \"@type\": \"ImageObject\",\n        \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#logo\",\n        \"url\": \"https:\u002F\u002Ftrainn.co\u002F_nuxt\u002Fimg\u002Fcb-trainn-logo.fcd5d1c.svg\",\n        \"width\": 108,\n        \"height\": 53\n      },\n      \"sameAs\": [\n        \"https:\u002F\u002Fwww.linkedin.com\u002Fcompany\u002Ftrainn\u002F\"\n      ],\n      \"knowsAbout\": [\n       \"SaaS\",\n        \"Customer success\",\n        \"Customer education\",\n        \"Customer onboarding\",\n        \"Customer training\",\n        \"Customer enablement\",\n        \"Product adoption\",\n        \"Churn reduction\",\n        \"Customer retention\",\n        \"Customer satisfaction\",\n        \"AI video creation\",\n        \"LMS\",\n        \"LMS content creation\",\n        \"LMS Course creation\"\n        ]\n    },\n    {\n      \"@type\": \"WebSite\",\n      \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#website\",\n      \"url\": \"https:\u002F\u002Ftrainn.co\u002F\",\n      \"name\": \"Trainn\",\n      \"inLanguage\": \"en-US\",\n      \"publisher\": { \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\" }\n    },\n    {\n      \"@type\": \"Blog\",\n      \"@id\": \"https:\u002F\u002Ftrainn.co\u002Fblog\u002F#blog\",\n      \"name\": \"Trainn Blog\",\n      \"url\": \"https:\u002F\u002Ftrainn.co\u002Fblog\u002F\",\n      \"inLanguage\": \"en-US\",\n      \"publisher\": { \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\" }\n    },\n    {\n      \"@type\": \"ImageObject\",\n      \"@id\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FArtboard-15-copy-9@2x-100.jpg#primary\",\n      \"url\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FArtboard-15-copy-9@2x-100.jpg\",\n      \"width\": 2000,\n      \"height\": 695\n    },\n    {\n      \"@type\": \"ImageObject\",\n      \"@id\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-02.jpg#scaled\",\n      \"url\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-02.jpg\",\n      \"width\": 1000,\n      \"height\": 400\n    },\n    {\n      \"@type\": \"ImageObject\",\n      \"@id\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-01.jpg#benefits\",\n      \"url\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-01.jpg\",\n      \"width\": 1000,\n      \"height\": 572 \n    },\n{\n      \"@type\": \"ImageObject\",\n      \"@id\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-03.jpg#strategy\",\n      \"url\": \"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScale-03.jpg\",\n      \"width\": 1000,\n      \"height\": 704\n    },\n    {\n      \"@type\": \"WebPage\",\n      \"@id\": \"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-scale-customer-success-in-your-organization-in-2025\u002F#webpage\",\n      \"url\": \"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fhow-to-scale-customer-success-in-your-organization-in-2025\u002F\",\n      \"name\": \"Scaling Your Customer Success Efforts in 2025 - 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Tips From CS Experts",{"id":99,"uuid":100,"title":101,"slug":102,"html":103,"comment_id":104,"feature_image":105,"featured":13,"visibility":14,"created_at":106,"updated_at":107,"published_at":108,"custom_excerpt":109,"codeinjection_head":110,"codeinjection_foot":20,"custom_template":20,"canonical_url":20,"authors":111,"tags":113,"primary_author":114,"primary_tag":20,"url":115,"excerpt":109,"reading_time":116,"access":31,"comments":13,"og_image":20,"og_title":20,"og_description":20,"twitter_image":20,"twitter_title":20,"twitter_description":20,"meta_title":117,"meta_description":109,"email_subject":20,"frontmatter":20,"feature_image_alt":20,"feature_image_caption":20},"6a348566a7148700019806fb","f0842ea3-6173-4c89-9ec8-6182efef9567","The Top 12 Customer Education Platforms for 2025 and Beyond","best-customer-education-platform-and-solutions","\u003Cp>It’s almost 2025, and companies are starting to see the vision and results a successful customer education engine can bring to the table.  \u003C\u002Fp>\u003Cp>So, how do you actually kick-start your customer education system in your company? Well, firstly you need a proper customer education strategy planned out. This strategy is going to be executed by customer education software. \u003C\u002Fp>\u003Cp>It’s wise to have a dedicated customer education team spearheading as they’ll be the ones interacting with your customer education software the most and can get the most out of it.\u003C\u002Fp>\u003Ch2 id=\"what-is-a-customer-education-software\">What is a Customer Education Software?\u003C\u002Fh2>\u003Cp>A customer education software is a tool that helps in creating, distributing, and analyzing your \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-strategy\u002F?ref=blog-api.saastube.io\">customer education initiatives\u003C\u002Fa>.\u003C\u002Fp>\u003Cp>Largely, customer education software has been boiled down to a Learning Management System (LMS) but that’s not the case. An LMS helps existing customers master the software - one part of the problem that customer education aims to solve. \u003C\u002Fp>\u003Cp>The other part of the problem is providing \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education\u002F?ref=blog-api.saastube.io\">customer education\u003C\u002Fa> throughout a customer’s journey. For example, a new customer might want to learn about the product’s features quickly in a knowledge base, while experienced users might expect advanced tips from your webinars. \u003C\u002Fp>\u003Cp>Since customer education is an ongoing process, having well-rounded content creation and management in your customer education software helps you update your content regularly.\u003C\u002Fp>\u003Cp>So ideally, your customer education software should be broken down into three aspects - Learning Management System, Knowledge Management Software, and Content Creation Tools. These tools together allow you to have a smooth-running customer education engine.\u003C\u002Fp>\u003Ch2 id=\"1-trainn\">1. Trainn\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FTrainn.jpg\" class=\"kg-image\" alt=\"Image of  Trainn G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Trainn is the all-in-one \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-education-software\u002F?ref=blog-api.saastube.io\">customer education platform\u003C\u002Fa> that is designed to provide teams with everything they need to scale their customer education program. \u003C\u002Fp>\u003Cp>Trainn lets you create a Training academy, a self-serve knowledge base, and in-app tutorial with a built-in content creation suite to help you create amazing product videos and documentation within minutes. \u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Built-in content creation suite to create videos and product documentation\u003C\u002Fli>\u003Cli>AI Voiceovers in 25+ languages\u003C\u002Fli>\u003Cli>No-code Learning Management System with quizzes and certifications\u003C\u002Fli>\u003Cli>Knowledge Base (Private and Public)\u003C\u002Fli>\u003Cli>Virtual Instructor-led Training\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-gp8f{border-color:inherit;color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-gi1q{border-color:inherit;color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0pky{border-color:inherit;text-align:left;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-gp8f\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-gi1q\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">5-minute content creation process\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Limited collaboration features\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Clip-based video editing\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Absence of support for eCommerce\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No-code Academy setup\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Limited integrations\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Learner-level analytics\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No-code knowledge base (with in-app embed widget)\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-bn4o{font-size:18px;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-nx8p{font-size:18px;text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-bn4o\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-bn4o\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Trial\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Launch - $2,400\u002Fyear \u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-nx8p\" rowspan=\"4\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Trainn offers a 14-day free trial with all features unlocked—no credit card required. \u003C\u002Fspan>\u003Ca href=\"https:\u002F\u002Fapp.trainn.co\u002Fsign_up?ref=blog-api.saastube.io\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:underline;color:#15C;background-color:transparent\">Try Now!\u003C\u002Fspan>\u003C\u002Fa>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Scale - $10,000\u002Fyear \u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Enterprise - $39,900\u002Fyear \u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002Fimage.png\" class=\"kg-image\" alt=\"image of Trainn's  G2 Review\" loading=\"lazy\" width=\"1813\" height=\"756\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For:\u003C\u002Fstrong> ✅Small-Medium Businesses  ✅Enterprise Businesses\u003C\u002Fp>\u003Ch2 id=\"2-document360\">2. Document360\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FDocument360.jpg\" class=\"kg-image\" alt=\"Image of Document360's G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Document360 is a knowledge base software that lets you create, and publish text-rich documents - be it software documentation, API docs, SOPs, or user manuals. They also provide AI tools to automate the document creation process.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>AI-powered Knowledge Base\u003C\u002Fli>\u003Cli>Text-rich Documentation\u003C\u002Fli>\u003Cli>AI-powered Search\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-gp8f{border-color:inherit;color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-gi1q{border-color:inherit;color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0pky{border-color:inherit;text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-gp8f\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-gi1q\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">High categorization abilities \u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Editor can be buggy\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Ability to create API docs\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Broken link issues were found\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">The content types you can create within Document360 is limited\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-bn4o{font-size:18px;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-nx8p{font-size:18px;text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-bn4o\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-bn4o\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Plan Features\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Professional - Contact Sales\u003C\u002Fspan>\u003C\u002Ftd>\n      \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Document360 provides 14-days free trial with all features unlocked.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Business - Contact Sales\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Enterprise - Contact Sales\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXeXpE3wM_bjybpj18l2iMANme1GVXsOnh513LvGy_8ThrSXMBJE1ZuKnRoScqYJFbvj0qAiOmT_TBSWsEVDLYmUT5djYEegYoPhyEBt1EUP8NhJ2mk-BFOcNCjvUNdvu5V6JDXN7zUD1XfZO0WSwdSC4_0?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of Document360's G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>\u003Cstrong>Best For: \u003C\u002Fstrong>\u003C\u002Fstrong>✅Small-Medium Businesses  ✅Enterprise Businesses\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcompare\u002Fdocument360-vs-trainn\u002F?ref=blog-api.saastube.io\">Trainn vs Document360: A Comparison\u003C\u002Fa>\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch2 id=\"3-loom\">3. Loom\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FLoom.jpg\" class=\"kg-image\" alt=\"Image of Loom's G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Loom is a screen recorder for internal, asynchronous communication. It helps teams create and share personalized videos internally. On top of the video automation process, the Loom AI add-on helps you refine the videos and automates the post-video creation processes.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>AI Screen Recording\u003C\u002Fli>\u003Cli>Loom AI Add-on\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Upto 4k resolution recording\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">The editing interface is a bit clunky\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Live rewind while recording\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No voiceovers available\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Edit by transcript\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">A disconnect between the desktop app and the Chrome extension\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Seamless integration with Jira\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Videos can be downloaded only with the premium pricing\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Plan Features\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\" rowspan=\"4\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">1. Upto 25 videos\u002Fperson\u003C\u002Fspan>\u003Cbr>\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">2. 720p video recording\u003C\u002Fspan>\u003Cbr>\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">3. Upto 5 minutes\u002Fvideo\u003C\u002Fspan>\u003Cbr>\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">4. Cannot add Loom AI\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Business - $15\u002Fcreator\u002Fmonth\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Business+AI - $20\u002Fcreator\u002Fmonth\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Enterprise - Contact Sales\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXdSisjezintjbBJMLKxR3z6mW9CWqvJ4bIM8FTJnwR82Rwm2zzKlSxa0YSlo2mMWS1jocJqu4gP5Zud4kxd1s4kpmAzC2pMqgcrQ2p298ShXP5SFjENIut_RExwpitlHvCiBYx4wNcMZXpUz_N9OLFcBec?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"image of Loom's G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: ✅Small-Medium Businesses  ✅Enterprise Businesses\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcompare-competitors\u002Floom-alternatives\u002F?ref=blog-api.saastube.io\">\u003Cstrong>Trainn vs Loom: A Comparison\u003C\u002Fstrong>\u003C\u002Fa>\u003C\u002Fp>\u003Ch2 id=\"4-absorb-lms\">4. Absorb LMS\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FAbsorb.jpg\" class=\"kg-image\" alt=\"Image of Absorb's G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Absorb LMS is a learning management system provider as the name suggests. They aim to help customer educators create, deliver, and manage personalized and gamified learning courses for customers in different learning paths.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Learning Management System\u003C\u002Fli>\u003Cli>Gamification\u003C\u002Fli>\u003Cli>LMS Mobile App\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Personalized course recommendations\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Steep learning curve\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Learner leaderboards\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Admin-side reporting is limited\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">LMS mobile app offers offline learning\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Reliance on add-ons for content creation\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Historical learner choice-based AI search\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Plan Features\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Absorb LMS tailors your pricing plan based on your usage and needs. Contact them for more info.\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Absorb LMS offers a free trial but specifics of it are not available\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXdoQ2mQmOIE0ZI3i51fjWk_ik6_M1zO2DHmCADSnOJYYH2NnjG_IdVrsSsYArcW0R8LJvSTe8PAAxQEreWKvlBBn1FaXqAodnAEMfx9X3Mw89FaOecdcuj1IvOgegLAFsEM0lsO6HzFkxEdtxTKg2sYTOrW?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of Absorb LMS G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>❌Small Businesses  ✅Medium-sized and Enterprise Businesses\u003C\u002Fp>\u003Ch2 id=\"5-scribe\">5. Scribe\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FScribe.jpg\" class=\"kg-image\" alt=\"Image of Scribe G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Scribe is a tool that helps you create step-by-step guides. It helps you convert the screen recording of your workflow into a guide and adds titles, descriptions, redactions, and more.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Step-by-step Guide Creation\u003C\u002Fli>\u003Cli>Auto-capturing of Workflow in Any Device\u003C\u002Fli>\u003Cli>The “Pages” Feature - Add Multiple Scribes to One Document\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Auto-redaction of sensitive information\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Cannot create interactive product documentation.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Ability to add tips and alerts\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">It does not provide a knowledge base or LMS\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Multiple options to share the guides\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">It does not provide an in-built repository.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Supports only one format of content creation - guides. \u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Plan Features\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Basic - Free\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\" rowspan=\"4\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">1. Limited guide creation\u003C\u002Fspan>\u003Cbr>\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">2. Can only capture web processes\u003C\u002Fspan>\u003Cbr>\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">3. Basic insights\u003C\u002Fspan>\u003Cbr>\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">4. No redactions\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pro Team - $12\u002Fseat\u002Fmonth (starts at 5 seats)\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pro Personal - $23\u002Fseat\u002Fmonth (starts at 1 seat)\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Enterprise - Contact sales\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXdikStskP7q5TYwesNF0fnSXpuMB79LcY7hc--MiC_1gq5N6lgODElRNe3tHlXFd0jM7fV_I-t3WL_4epsGlEw2TUW0pJA_vV7_x9ulmQQ3CtaVNKjDaVSD-1jnGbmPfUSoQZ1NnZVwBfRBjqspHuK467Xd?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of Scribe G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>✅Small-Medium Businesses  ❌Enterprise Businesses\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcompare-competitors\u002Fscribehow-alternative\u002F?ref=blog-api.saastube.io\">\u003Cstrong>Trainn vs Scribe: A Comparison\u003C\u002Fstrong>\u003C\u002Fa>\u003C\u002Fp>\u003Ch2 id=\"6-archbee\">6. Archbee\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FArchbee.jpg\" class=\"kg-image\" alt=\"Image of Archbee G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Archbee is a product documentation software for tech-heavy tools and tech-savvy readers. Their text editor provides various features to help writers add code-related inputs inside the document.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Knowledge Base\u003C\u002Fli>\u003Cli>A Large Variety of Custom Blocks\u003C\u002Fli>\u003Cli>Real-time Asynchronous Collaboration\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">AI-powered search and writing assistant\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Spaces analytics not available \u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Integrations with code-related apps\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Cannot create user groups for segmentation\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Ability to create multiple Spaces (document categorization)\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No LMS or video authoring features\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-bn4o{font-size:18px;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-nx8p{font-size:18px;text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-bn4o\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-bn4o\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Trial\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Growing - $50\u002Fmonth\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-nx8p\" rowspan=\"3\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free trial is available with all features unlocked—no credit card required.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Scaling - $200\u002Fmonth\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-nx8p\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Enterprise - Contact sales\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXfkzNoAbtH1ydXlIyQl5kLrJ3dIUlvMC8zbWmo1zQXvXORv74RzzPaCHsQRXsigSHjGtneaIs3v0b8Mj6dFGw47MjQKyzW48HilXIkKXh1HE49KANFxMW6Ba0tz_bZ9jYF9_QoTh4VeXr4b02AQfncxO_rL?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of Archbee G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>✅Small-Medium Businesses  ❌Enterprise Businesses\u003C\u002Fp>\u003Cp>\u003Cstrong>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcompare\u002Farchbee-vs-trainn\u002F?ref=blog-api.saastube.io\">Trainn vs Archbee: A Comparison\u003C\u002Fa>\u003C\u002Fstrong>\u003C\u002Fp>\u003Ch2 id=\"7-camtasia\">7. Camtasia\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FCamtasia.jpg\" class=\"kg-image\" alt=\"Image of Camtasia G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Camtasia is a desktop video creation software. While it boasts a pretty good editing suite, it can be hard to edit your product videos without a video editor. \u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Video Creation Capabilities\u003C\u002Fli>\u003Cli>Rich Editing Suite\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Advanced cursor editing \u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Only a desktop app is available (1.28 GB)\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Motion path animations\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">The learning curve for non-video editors is steep\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Transition effects\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Basic AI features like AI voiceovers and translations, and unlimited video hosting are locked behind higher pricing plans\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No LMS or knowledge base provided\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Trial\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Camtasia Essentials - Rs.7,099\u002Fyear\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\" rowspan=\"3\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Trial is available for 7 days with watermarks on the produced videos.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Camtasia Create - Rs.9,999\u002Fyear\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Camtasia Pro- Rs.29,999\u002Fyear\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXdTecgdJoNLuBKODR3n4pumAh4ME5PmODDrLdQ14VdTh4-NrTWJ91JZOdX7PPPz8UH3Gh1v8JdHtegotUrgUs1po_P0Z6tFr6jCNrvULqZjxr9-Fa-kt15_UEg-fyl0H3KZwAGv3594ynpksUiY0O7femhu?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of Camtasia G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>❌Small-Medium Businesses  ✅Enterprise Businesses\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcompare-competitors\u002Fcamtasia-alternatives\u002F?ref=blog-api.saastube.io\">\u003Cstrong>Trainn vs Camtasia: A Comparison\u003C\u002Fstrong>\u003C\u002Fa>\u003C\u002Fp>\u003Ch2 id=\"8-docebo\">8. Docebo\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FDocebo.jpg\" class=\"kg-image\" alt=\"Image of Docebo G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Docebo is a learning management system that enables customer educators to deliver, manage, and scale personalized learning experiences for various user groups. It supports various training needs, from formal courses to informal social learning.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Learning Management System\u003C\u002Fli>\u003Cli>AI-powered content recommendations\u003C\u002Fli>\u003Cli>Mobile learning\u003C\u002Fli>\u003Cli>Communities - Social Learning\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Gamification of courses\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Some integrations are inefficient\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Adaptive learning paths\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Has a steep learning curve\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">A huge content template library\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Limited functionality in the mobile app\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Advanced analytics\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Video authoring is not available\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Plan\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Docebo has three tiers - Engage, Elevate, and Enterprise. All of these tiers have a custom pricing based on your needs.\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Docebo does not offer a free plan.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXfpN0z98yzf9MzxHCeqqB42VcOsdNA-By04eKHn4KBzaBM1V1HE6t_RDexzSI-W46QpnB_pIkDYaUTzc2h_TMAtxoRyFtGh2xMGaGkRjWkuayC61cny7W0c9oPxyQzRSBVt4sqjHOhvjXNtHfWPXoJ9hUNF?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of Docebo G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>❌Small Businesses  ✅Medium-sized and Enterprise Businesses\u003C\u002Fp>\u003Ch2 id=\"9-learnupon\">9. LearnUpon\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FLearnUpon.jpg\" class=\"kg-image\" alt=\"Image of LearnUpon G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>LearnUpon is a Learning Management System that aims to provide a seamless training content delivery experience with multiple portals for different customer segments, enabling companies to up their customer education game. \u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Learning Management System\u003C\u002Fli>\u003Cli>Structured Learning Programs\u003C\u002Fli>\u003Cli>Multiple LMS Portals\u003C\u002Fli>\u003Cli>Mobile App\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Automated user creation\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Minimal content authoring options\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Gamification\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Limited customization\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Discussion forums\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No knowledge base feature\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Trial\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">LearnUpon has three tiers - Essential, Premium, and Enterprise. All of these tiers have a custom pricing based on your needs.\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">You can potentially get a free trial by talking to the sales team\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXc1VsIwYkSXljwMAEmy8D1V9KS-SPnELuRZxFIVc8weT0EMKBqSp6Rd7SSjXGEU34cxp91LTjPE11SGDeMRepn0RFY0LxvOd8uw0FuxxuEEeGQ_h0-jVWUZjFGmpqY51Z1Ziwwsh2UVpdT4czIY8JepbOYJ?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of LearnUpon G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>❌Small Businesses  ✅Medium-sized and Enterprise Businesses\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcompare-competitors\u002Flearnupon-competitors-alternatives\u002F?ref=blog-api.saastube.io\">\u003Cstrong>Trainn vs LearnUpon: A Comparison\u003C\u002Fstrong>\u003C\u002Fa>\u003C\u002Fp>\u003Ch2 id=\"10-clueso\">10. Clueso\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FClueso.jpg\" class=\"kg-image\" alt=\"Image of Clueso G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Clueso is a content authoring software that helps you create product videos with AI voiceovers and step-by-step articles by recording your workflow. You can either launch this content on their knowledge base or export it separately.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>AI Videos and Step-by-step Article Creation\u003C\u002Fli>\u003Cli>AI Voiceovers\u003C\u002Fli>\u003Cli>Knowledge Base\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">AI screen recording \u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Cannot edit existing videos to update the content\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Slides to video conversion\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Cannot embed knowledge base on your product\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">AI-powered search\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Has a timeline editor that makes trimming and splitting not intuitive.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No LMS \u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Cannot create interactive documentation.\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003C\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-5240{background-color:#FFF;border-color:inherit;color:#313134;text-align:left;vertical-align:top}\n.tg .tg-msaa{background-color:#FFF;border-color:inherit;color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-mzgz{background-color:#FFF;border-color:inherit;color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0pky{border-color:inherit;text-align:left;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-msaa\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-mzgz\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Plan\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-0pky\">\u003C\u002Fth>\n    \u003Cth class=\"tg-0pky\">\u003C\u002Fth>\n    \u003Cth class=\"tg-0pky\">\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">Free\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">1. Limited to 2 users\u003Cbr>2. Limited to 15 article exports\u003Cbr>3. Limited to 15 mins of total video exports\u003Cbr>4. Limited to 1080p in video exports\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-5240\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Starter - $120\u002Fmonth\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-5240\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-5240\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Growth - $200\u002Fmonth\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-5240\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-5240\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Enterprise - Contact sales\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-5240\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0pky\">\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002Fimage-1.png\" class=\"kg-image\" alt=\"Image of Clueso G2 Review\" loading=\"lazy\" width=\"1813\" height=\"832\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>✅Small-Medium Businesses  ❌Enterprise Businesses\u003C\u002Fp>\u003Ch2 id=\"11-skilljar\">11. Skilljar\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FSkilljar.jpg\" class=\"kg-image\" alt=\"Image of Skilljar G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Skilljar is a learning management system dedicated to customer education. It aims to provide a streamlined, centralized, and structured learning experience. Its integration with Salesforce helps you understand the LMS’s impact on support teams.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Custom Learning Paths\u003C\u002Fli>\u003Cli>Instructor-led Training\u003C\u002Fli>\u003Cli>Ability to Monetize The Courses\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Salesforce integration\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Admin experience could be improved\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Benchmark insights\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Requires coding for customization\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">LinkedIn Certifications \u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No built-in content authoring tool\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">It is a developer-dependent tool\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Trial\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Skilljar offers custom pricing based on your needs.\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">There is no free trial available\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002Fimage-2.png\" class=\"kg-image\" alt=\"Image of Skilljar G2 Review\" loading=\"lazy\" width=\"1813\" height=\"843\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>❌Small Businesses  ✅Medium-sized and Enterprise Businesses\u003C\u002Fp>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcompare-competitors\u002Fskilljar-alternative\u002F?ref=blog-api.saastube.io\">\u003Cstrong>Trainn vs Skilljar: A Comparison\u003C\u002Fstrong>\u003C\u002Fa>\u003C\u002Fp>\u003Ch2 id=\"12-gainsight-customer-education-previously-northpass-\">12. Gainsight Customer Education (Previously Northpass)\u003C\u002Fh2>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FGainsight-Customer-Education.jpg\" class=\"kg-image\" alt=\"Image of Gainsight Customer Education G2 Rating\" loading=\"lazy\" width=\"1000\" height=\"400\">\u003C\u002Ffigure>\u003Cp>Gainsight Customer Education is a learning management system that helps companies provide personalized learning experiences to different customer groups.\u003C\u002Fp>\u003Cp>\u003Cstrong>Key Features:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>Learning Management System\u003C\u002Fli>\u003Cli>Embed LMS on your product\u003C\u002Fli>\u003Cli>Integrate with the Gainsight Customer Success Tool\u003C\u002Fli>\u003C\u002Ful>\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#32CB00;background-color:transparent\">Pros\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#CB0000;background-color:transparent\">Cons\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Send personalized messages\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Reports can be more intuitive\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">High customization\u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Knowledge base feature comes under a different Gainsight product\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">No built-in content authoring tool\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003C!--kg-card-begin: html-->\u003Cstyle type=\"text\u002Fcss\">\n.tg  {border-collapse:collapse;border-spacing:0;}\n.tg td{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg th{border-color:black;border-style:solid;border-width:1px;font-family:Arial, sans-serif;font-size:14px;\n  font-weight:normal;overflow:hidden;padding:10px 5px;word-break:normal;}\n.tg .tg-rbhj{color:#CB0000;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-s5nc{color:#32CB00;font-weight:bold;text-align:center;vertical-align:top}\n.tg .tg-0lax{text-align:left;vertical-align:top}\n\u003C\u002Fstyle>\n\u003Ctable class=\"tg\">\u003Cthead>\n  \u003Ctr>\n    \u003Cth class=\"tg-s5nc\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Pricing Plans\u003C\u002Fspan>\u003C\u002Fth>\n    \u003Cth class=\"tg-rbhj\">\u003Cspan style=\"font-weight:700;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Free Trial\u003C\u002Fspan>\u003C\u002Fth>\n  \u003C\u002Ftr>\u003C\u002Fthead>\n\u003Ctbody>\n  \u003Ctr>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">Gainsight offers pricing based on your needs but provides unlimited learners, admins, and course content. \u003C\u002Fspan>\u003C\u002Ftd>\n    \u003Ctd class=\"tg-0lax\">\u003Cspan style=\"font-weight:400;font-style:normal;text-decoration:none;color:#000;background-color:transparent\">There is no free trial available\u003C\u002Fspan>\u003C\u002Ftd>\n  \u003C\u002Ftr>\n\u003C\u002Ftbody>\n\u003C\u002Ftable>\u003C!--kg-card-end: html-->\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Flh7-rt.googleusercontent.com\u002Fdocsz\u002FAD_4nXfaTis6UZ-CqMjKvXAAb79490IMuuOog3jykuJ9f5fOncbexiE9fxF0Z5ZtVna_LEbJDn9hcOWuT6bLpbGsuz0Iape5FuH_9mNHroInEq2GRuanEYW9OELHHhgW9oEo-LnTYvLn9kJVIqKGuXkN6-GdUTTG?key=BIwxma7S1CGIl51_cYwlEQ\" class=\"kg-image\" alt=\"Image of Gainsight Customer Education G2 Review\" loading=\"lazy\">\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Best For: \u003C\u002Fstrong>❌Small Businesses  ✅Medium-sized and Enterprise Businesse\u003Cstrong>s\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>Pricing for all tools are updated as on 02\u002F09\u002F2025.\u003C\u002Fp>\u003Ch2 id=\"what-you-need-to-know-before-choosing-a-customer-education-platform\">What You Need To Know Before Choosing a Customer Education Platform\u003C\u002Fh2>\u003Ch3 id=\"1-your-content-requirements\">1. Your Content Requirements\u003C\u002Fh3>\u003Cp>While planning your \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fcustomer-education-strategy\u002F?ref=blog-api.saastube.io\">customer education strategy\u003C\u002Fa>, determine the types of content you need to produce for your portals. Make sure your tool has an in-built content authoring facility that makes content easy to create and edit. \u003C\u002Fp>\u003Cp>When thinking of content, start from the basics like articles for your knowledge base portal to certification exams in your learning management system.\u003C\u002Fp>\u003Ch3 id=\"2-your-audience-size\">2. Your Audience Size\u003C\u002Fh3>\u003Cp>Make sure your platform can accommodate your current and future audiences. It is important to keep the scalability of the platform in mind so that your customer education engine is ready to face the audience growth spike.\u003C\u002Fp>\u003Cp>To assess if the platform is scalable or not, look at these criteria:\u003C\u002Fp>\u003Cul>\u003Cli>Their higher-tier pricing plans fit your planned scaling budget\u003C\u002Fli>\u003Cli>Whether they provide a neat content-storing feature\u003C\u002Fli>\u003Cli>Integrations with software you want to purchase during your scaling phase\u003C\u002Fli>\u003Cli>Advanced analytics\u003C\u002Fli>\u003Cli>The quality of their customer support and customer success teams\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"3-customizability\">3. Customizability\u003C\u002Fh3>\u003Cp>If you’re someone who’s concerned about the branding of your customer education portals and wants to make your customers feel at home, customization is the feature you should look out for. \u003C\u002Fp>\u003Cp>Find out if the platform offers great customization options that are easy to implement without the need for developer or designer dependencies.\u003C\u002Fp>\u003Ch3 id=\"4-analytics\">4. Analytics\u003C\u002Fh3>\u003Cp>Analytics help you assess the strong and weak points of your customer education engine. Look out for both content-level analytics and learner-level analytics to get a full grasp of the performance of your customer education initiatives. \u003C\u002Fp>\u003Cp>As mentioned before, check if the analytics offered scale as you upgrade your plan during your scaling phase. Advanced analytics become vital as your customer base grows.\u003C\u002Fp>\u003Ch3 id=\"5-your-budget\">5. Your Budget\u003C\u002Fh3>\u003Cp>Determine and set the budget you can allocate for your customer education initiatives and platforms. This should help you asses what goals are under the top priorities and what feature would help with it. \u003C\u002Fp>\u003Cp>Boil down to a customer education platform that provides a scalable plan that fits your budget and needs.\u003C\u002Fp>\u003Ch2 id=\"trainn-the-all-in-one-customer-education-platform\">Trainn - The All-in-one Customer Education Platform\u003C\u002Fh2>\u003Cp>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-education-software\u002F?ref=blog-api.saastube.io\">Trainn\u003C\u002Fa> is the only platform out there that provides all you need for your customer education platform under one roof.\u003C\u002Fp>\u003Col>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>AI Content Creation:\u003C\u002Fstrong> \u003C\u002Fstrong>\u003C\u002Fstrong>Create help articles, \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fvideo-creation\u002F?ref=blog-api.saastube.io\">training videos\u003C\u002Fa>, and \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Finteractive-guides\u002F?ref=blog-api.saastube.io\">product documentation\u003C\u002Fa> without developer or designer dependencies.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Knowledge Base: \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>Launch your self-service knowledge base in a week.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Learning Management System: \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>Create the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002F?ref=blog-api.saastube.io\">LMS experience\u003C\u002Fa> you want to build without ever writing a single line of code.\u003C\u002Fli>\u003Cli>\u003Cstrong>In-app Tutorial\u003C\u002Fstrong>: Create and \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fin-app-tutorials\u002F?ref=blog-api.saastube.io\">embed in-app training content\u003C\u002Fa> without coding, to help customers learn instantly inside the product.  \u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Personalization: \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002Flms-learner-portal\u002F?ref=blog-api.saastube.io\">Create personalized learning paths\u003C\u002Fa> for your customers in the language they’d like to learn.\u003C\u002Fli>\u003Cli>\u003Cstrong>\u003Cstrong>\u003Cstrong>Analytics: \u003C\u002Fstrong>\u003C\u002Fstrong>\u003C\u002Fstrong>Get insights on \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fsaas-lms\u002Flms-reporting\u002F?ref=blog-api.saastube.io\">program-level and learner-level analytics\u003C\u002Fa> and assess your customer education initiatives.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>\u003Ca href=\"https:\u002F\u002Fhello.trainn.co\u002Fmeetings\u002Fsumana-ammaiyappan?ref=blog-api.saastube.io\">Book a free demo now!\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-begin: html-->\u003Cp id=\"trainn-editorial-team\">Reviewed by: \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fauthors\u002Ftrainn-editorial-team\u002F?ref=blog-api.saastube.io\" >Trainn Editorial Team\u003C\u002Fa>\u003C\u002Fp>\u003C!--kg-card-end: html-->","670fa4fc573049681610f875","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FFeature-Image.jpg","2024-10-16T11:35:24.000+00:00","2026-06-26T09:54:44.000+00:00","2024-10-16T13:23:44.000+00:00","Here is the quick rundown of top customer education platforms and solution providers for 2025 and Beyond.","\u003Cscript type=\"application\u002Fld+json\">\n{\n  \"@context\": \"https:\u002F\u002Fschema.org\",\n  \"@graph\": [\n    {\n      \"@type\": \"Organization\",\n      \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\",\n      \"name\": \"Trainn\",\n      \"url\": \"https:\u002F\u002Ftrainn.co\u002F\",\n      \"address\": {\n            \"@type\":\"PostalAddress\",\n            \"streetAddress\":\"300 Delaware Ave, Ste 210 #225\",\n            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\"Learning Management System\",\n\"SameAs\": \"https:\u002F\u002Fen.wikipedia.org\u002Fwiki\u002FLearning_management_system\" \n}\n     ],\n      \"isAccessibleForFree\": true,\n      \"copyrightHolder\": { \"@id\": \"https:\u002F\u002Ftrainn.co\u002F#organization\" },\n      \"copyrightYear\": 2025\n    }\n  ]\n}\n\u003C\u002Fscript>",[112],{"id":49,"name":50,"slug":51,"profile_image":20,"cover_image":20,"bio":52,"website":20,"location":20,"facebook":20,"twitter":20,"threads":20,"bluesky":20,"mastodon":20,"tiktok":20,"youtube":20,"instagram":20,"linkedin":20,"meta_title":20,"meta_description":20,"url":53},[],{"id":49,"name":50,"slug":51,"profile_image":20,"cover_image":20,"bio":52,"website":20,"location":20,"facebook":20,"twitter":20,"threads":20,"bluesky":20,"mastodon":20,"tiktok":20,"youtube":20,"instagram":20,"linkedin":20,"meta_title":20,"meta_description":20,"url":53},"https:\u002F\u002Fblog-api.saastube.io\u002Fbest-customer-education-platform-and-solutions\u002F",19,"Top 12 Customer Education Platforms for 2025 & Beyond",{"id":119,"uuid":120,"title":121,"slug":122,"html":123,"comment_id":124,"feature_image":125,"featured":13,"visibility":14,"created_at":126,"updated_at":127,"published_at":128,"custom_excerpt":129,"codeinjection_head":130,"codeinjection_foot":20,"custom_template":20,"canonical_url":20,"authors":131,"tags":133,"primary_author":134,"primary_tag":20,"url":135,"excerpt":129,"reading_time":30,"access":31,"comments":13,"og_image":20,"og_title":20,"og_description":20,"twitter_image":20,"twitter_title":20,"twitter_description":20,"meta_title":136,"meta_description":137,"email_subject":20,"frontmatter":20,"feature_image_alt":20,"feature_image_caption":20},"6a348566a7148700019806fa","9e220632-0493-419e-8221-58f75066f31f","Customer Education Strategy: How to Build and Improve One (2026)","customer-education-strategy","\u003Cp>Most teams arrive at customer education the same way: a customer success manager is running the same onboarding call for the fifth time this month, a support queue keeps filling with the same five questions, and someone finally asks whether all of this could be taught once instead of repeated forever.\u003C\u002Fp>\u003Cp>That question is where a customer education strategy begins.\u003C\u002Fp>\u003Cp>\u003Cstrong>A customer education strategy is a structured plan for teaching customers how to get value from a product (through onboarding, training content, documentation, and certification) so they activate faster, adopt more features, and stay longer.\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>It turns ad-hoc, one-to-one support into a scalable, self-serve system that drives product adoption, reduces support load, and lowers churn.\u003C\u002Fp>\u003Cp>One distinction to hold onto from the start:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>The strategy\u003C\u002Fstrong> is the plan: who you teach, what outcomes you target, and how you measure success.\u003C\u002Fli>\u003Cli>\u003Cstrong>The program\u003C\u002Fstrong> is the execution: the academy, courses, docs, and certifications you ship.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>This guide covers both halves of the work the keyword implies: building a strategy from scratch, and improving one that already exists.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"why-is-customer-education-important\">Why is Customer Education Important?\u003C\u002Fh2>\u003Cp>Customer education matters because educated customers onboard faster, adopt more, churn less, and cost less to support. That combination turns the education function from a cost center into a measurable growth lever.\u003C\u002Fp>\u003Cp>Five reasons hold up under scrutiny.\u003C\u002Fp>\u003Ch3 id=\"1-it-accelerates-time-to-value\">1. It Accelerates Time-to-Value\u003C\u002Fh3>\u003Cp>The faster a customer reaches their first meaningful outcome, the more likely they are to stay. A solid customer education program should guide customers to their first AHA moment, instead of letting them find it on their own.\u003C\u002Fp>\u003Ch3 id=\"2-it-drives-product-adoption\">2. It Drives Product Adoption\u003C\u002Fh3>\u003Cp>Trained customers use more of the product. In Intellum's 2025 Education-Led Growth Report, 75% of organizations said education improves efficiency and increases product adoption. Adoption is what makes the next renewal feel obvious.\u003C\u002Fp>\u003Ch3 id=\"3-it-reduces-churn-and-increases-lifetime-value\">3. It Reduces Churn and Increases Lifetime Value\u003C\u002Fh3>\u003Cp>The same research links formal education to a \u003Cstrong>35% increase in customer lifetime value\u003C\u002Fstrong>. Customers who understand the product find more reasons to keep paying for it.\u003C\u002Fp>\u003Ch3 id=\"4-it-deflects-support-tickets\">4. It Deflects Support Tickets\u003C\u002Fh3>\u003Cp>Self-serve education absorbs the repetitive questions that would otherwise reach a human. Intellum and Forrester put the \u003Cstrong>support-cost reduction at 15.5%\u003C\u002Fstrong>, a figure that compounds as the content library grows.\u003C\u002Fp>\u003Ch3 id=\"5-it-scales-revenue-without-scaling-headcount\">5. It Scales Revenue Without Scaling Headcount\u003C\u002Fh3>\u003Cp>Education converts the linear \"one CSM per N accounts\" model into a one-to-many system. The same study reports a \u003Cstrong>28.9% lift in new-customer win rates\u003C\u002Fstrong>, and Docebo's 2025 research finds returns of \u003Cstrong>up to 10x\u003C\u002Fstrong> on every dollar invested in customer education.\u003C\u002Fp>\u003Cp>Taken together, \u003Cstrong>96% of organizations with a formal customer education program report a positive return on it\u003C\u002Fstrong> (Intellum and Forrester, 2024). The question for most teams is no longer \u003Cem>whether\u003C\u002Fem> to educate customers, but how to do it well.\u003C\u002Fp>\u003Cp>Those outcomes show up differently depending on which team you ask, which is part of why customer education is usually a shared mandate rather than one team's project.\u003C\u002Fp>\u003Ch3 id=\"why-is-customer-education-important-for-different-saas-teams\">Why is Customer Education Important for Different SaaS Teams?\u003C\u002Fh3>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Team\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">What customer education does for them\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Support\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Deflects repetitive tickets to self-serve content, lowering volume and resolution time\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Customer Success\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Speeds onboarding and frees CSMs from running the same walkthrough on every account\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Sales\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Shortens proof-of-value cycles; pre-sale education doubles as a demo that scales\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Product\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Drives adoption of new and underused features, and surfaces where users get stuck\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Marketing\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Builds an educated, loyal base that renews and advocates\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Ch2 id=\"what-are-the-types-of-customer-education\">What are the Types of Customer Education?\u003C\u002Fh2>\u003Cp>Customer education isn't one thing. It spans several delivery modes, formats, and audiences, and mapping them helps you decide where to start.\u003C\u002Fp>\u003Ch3 id=\"by-delivery-mode\">By Delivery Mode\u003C\u002Fh3>\u003Cul>\u003Cli>\u003Cstrong>Self-serve (asynchronous):\u003C\u002Fstrong> knowledge base, video library, interactive guides, on-demand academy courses, in-app guidance. Scales infinitely; the backbone of any modern program.\u003C\u002Fli>\u003Cli>\u003Cstrong>Instructor-led (synchronous):\u003C\u002Fstrong> live webinars, onboarding sessions, office hours, cohort courses. High-touch; best reserved for high-value segments or genuinely complex onboarding.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"by-format\">By Format\u003C\u002Fh3>\u003Cp>Most mature programs combine several rather than betting on one:\u003C\u002Fp>\u003Cul>\u003Cli>Help articles and documentation\u003C\u002Fli>\u003Cli>How-to videos\u003C\u002Fli>\u003Cli>Interactive product walkthroughs\u003C\u002Fli>\u003Cli>Structured courses and learning paths\u003C\u002Fli>\u003Cli>Certifications\u003C\u002Fli>\u003Cli>Live webinars\u003C\u002Fli>\u003Cli>In-app tooltips and checklists\u003C\u002Fli>\u003Cli>Community or peer learning\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"by-audience\">By Audience\u003C\u002Fh3>\u003Cp>End users, admins, and power users, and partners or resellers, plus sometimes prospects, where pre-sale education doubles as marketing. The same workflow often needs a different explanation depending on who's learning it.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"how-to-build-a-customer-education-strategy-5-steps\">How to Build a Customer Education Strategy (5 steps)\u003C\u002Fh2>\u003Cp>Building a customer education strategy is a five-step loop: understand your segments, set success criteria, decide the fundamentals, develop and launch content, then measure and iterate. The first four steps stand up the program; the fifth, plus the next section, are how you improve it.\u003C\u002Fp>\u003Cp>Think of it as a \u003Cstrong>Build → Measure → Improve\u003C\u002Fstrong> loop, not a one-time project.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-image-card\">\u003Cimg src=\"https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FStrategy-Image-3-1.jpg\" class=\"kg-image\" alt=\"Steps to follow while building Customer Education Strategy \" loading=\"lazy\" width=\"1000\" height=\"896\">\u003C\u002Ffigure>\u003Ch3 id=\"step-1-understand-your-customer-segments\">Step 1: Understand your Customer Segments\u003C\u002Fh3>\u003Cp>Map who you're educating by role, lifecycle stage, product tier, and sophistication. An admin setting up integrations needs something different from an end user completing a daily task.\u003C\u002Fp>\u003Cp>A simple way to capture this is one row per segment, with the need and the format that fits it:\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Segment\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">What they need to learn\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Best-fit format\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">End user\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Day-to-day tasks and core workflows\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Short how-to videos, in-app tooltips\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Admin \u002F power user\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Setup, integrations, configuration\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Step-by-step guides, knowledge base docs\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Decision-maker\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Outcomes and ROI, not clicks\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Onboarding overview, value-focused course\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Partner \u002F reseller\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Selling and supporting the product\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Structured academy course, certification\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>\u003Cstrong>Output:\u003C\u002Fstrong> two to four named segments, each with a distinct education need.\u003C\u002Fp>\u003Ch3 id=\"step-2-set-success-criteria\">Step 2: Set Success Criteria\u003C\u002Fh3>\u003Cp>For each segment, define the business outcome the education should move (activation, adoption, retention, or ticket deflection) and pick the one metric that proves it. \u003C\u002Fp>\u003Cp>\u003Cstrong>Output:\u003C\u002Fstrong> a single primary metric per segment, so you know what \"working\" looks like before you build anything.\u003C\u002Fp>\u003Cp>Use this as a starting point for mapping objectives to goals, business impact, and the metrics that prove them:\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Your objective\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Customer education goal\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Business impact\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Metrics to measure\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Increase usage of key features\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Increase product adoption\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Customers find more value, leading to a more stable base\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Feature adoption rate, retention rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Reduce the load on support\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Cut the number of tickets raised and the time to resolve them\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Fewer tickets need fewer support staff, lowering cost\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Support ticket volume, average resolution time, first-contact resolution rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Increase customer self-service\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Increase knowledge base visits\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Self-service deflects common queries and lifts satisfaction\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Knowledge base visits, article views for common queries, ticket deflection rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Grow your certified customer base\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Increase academy enrollment and course completion\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Certified customers are more engaged and competent with the product\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Academy enrollment rate, course completion rate, product engagement rate, retention rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Nudge customers to explore the full suite\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Increase expansion and upselling\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Expansion lifts revenue and customer lifetime value\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Expansion revenue, up-sell and cross-sell rates, CLTV\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Ch3 id=\"step-3-decide-the-fundamentals\">Step 3: Decide the Fundamentals\u003C\u002Fh3>\u003Cp>Choose the delivery model (self-serve vs. instructor-led, free vs. gated, in-app vs. academy), the content formats, and the supporting tech stack. \u003C\u002Fp>\u003Cp>\u003Cstrong>Output:\u003C\u002Fstrong> a delivery blueprint, a clear answer to \u003Cem>how\u003C\u002Fem> this content gets made, hosted, and found.\u003C\u002Fp>\u003Ch3 id=\"step-4-develop-content-and-launch\">Step 4: Develop Content and Launch\u003C\u002Fh3>\u003Cp>Produce the courses, videos, interactive guides, and docs; organize them into learning paths; and launch with in-product and lifecycle promotion so customers actually encounter them. \u003C\u002Fp>\u003Cp>\u003Cstrong>Output:\u003C\u002Fstrong> a live, discoverable education hub, not a folder of assets nobody can find.\u003C\u002Fp>\u003Ch3 id=\"step-5-measure-iterate-and-update\">Step 5: Measure, Iterate, and Update\u003C\u002Fh3>\u003Cp>Track the metrics from Step 2, find where customers drop off, and refresh content on a regular cadence. \u003C\u002Fp>\u003Cp>\u003Cstrong>Output:\u003C\u002Fstrong> a program rather than a launch, and the start of the \"improve\" half of the work.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"how-to-improve-an-existing-customer-education-program\">How to Improve an Existing Customer Education Program\u003C\u002Fh2>\u003Cp>Improving an existing program is mostly about closing the gap between the content you have and the outcomes you need. If your academy or help center has gone quiet, focus here.\u003C\u002Fp>\u003Cp>\u003Cstrong>Audit content for freshness and usage.\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Pull the analytics: what gets viewed, what gets completed, and what hasn't been touched since launch. Outdated content is worse than missing content: customers follow it, hit a mismatch, and lose trust. For products that ship updates often, keeping content accurate is the biggest maintenance cost, and the place where clip-level editing (updating one step instead of re-recording a whole video) earns its keep.\u003C\u002Fp>\u003Cp>\u003Cstrong>Close coverage gaps from support tickets and search logs.\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Your support queue and help-center search bar are a free, continuously-updated list of what customers can't figure out. Every recurring ticket is a piece of education that doesn't exist yet.\u003C\u002Fp>\u003Cp>\u003Cstrong>Re-segment as your customer base matures.\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Launch-day segments drift. New tiers, use cases, and power users emerge, and the education has to follow them, often by adding certification or advanced paths for customers who've outgrown the basics.\u003C\u002Fp>\u003Cp>\u003Cstrong>Instrument analytics to tie education to revenue.\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>A program that can't show its impact on retention and expansion is always first on the chopping block in a budget review. Connecting learning data to product and revenue data is what makes the program defensible, and fundable.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"how-to-measure-customer-education-metrics-and-formulas\">How to Measure Customer Education (metrics and formulas)\u003C\u002Fh2>\u003Cp>You measure customer education by tracking a small set of leading and lagging indicators (activation, adoption, satisfaction, retention, deflection, and engagement), then rolling them up into an ROI figure.\u003C\u002Fp>\u003Cp>This is the part most programs hand-wave on, and the part that decides whether the program survives its first budget review. Here is the full metric set, each with its formula and what good looks like.\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Metric\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Formula\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">What it tells you\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Activation \u002F Time-to-Value (TTV)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Median days from signup to first meaningful outcome\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">The strongest leading indicator of retention; trend it \u003C\u002Fspan>\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:italic;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">down\u003C\u002Fspan>\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\"> after launching onboarding education\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Feature Adoption Rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">(Users who used a feature ÷ Total users with access) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Whether education is translating into usage; compare trained vs. untrained cohorts\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Customer Satisfaction (CSAT)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">(Satisfied responses ÷ Total responses) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Whether the experience lands; CE programs lift CSAT ~26.2% (Intellum\u002FForrester, 2024)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Retention Rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">((Customers at end − New customers) ÷ Customers at start) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Whether educated accounts stay; education correlates with +35% lifetime value\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Churn Rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">(Customers lost ÷ Customers at start) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">The inverse of retention; segment by whether the account engaged with education\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Ticket Deflection Rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">(Self-service resolutions ÷ Total support interactions) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">How much support load education absorbs; CE cuts support costs ~15.5%\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Product Engagement (stickiness)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">(DAU ÷ MAU) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Whether customers return as they learn more workflows\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Customer Lifetime Value (CLTV)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Avg. revenue per account × avg. customer lifespan\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">The lagging revenue outcome; +35% among educated customers\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Upsell \u002F Cross-sell Rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">(Accounts that expanded ÷ Total accounts) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Whether mastery-stage education drives expansion\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Course Completion Rate\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">(Learners who completed ÷ Learners who started) × 100\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">The program's own health metric; low completion flags content or pathing problems\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>\u003Cstrong>A practical sequence:\u003C\u002Fstrong>\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Early signals (move first):\u003C\u002Fstrong> time-to-value, course completion.\u003C\u002Fli>\u003Cli>\u003Cstrong>Mid-funnel wins (first quarter):\u003C\u002Fstrong> feature adoption, ticket deflection.\u003C\u002Fli>\u003Cli>\u003Cstrong>Leadership outcomes (move last):\u003C\u002Fstrong> retention, CLTV, expansion.\u003C\u002Fli>\u003C\u002Ful>\u003Ch3 id=\"how-to-measure-customer-education-roi\">How to Measure Customer Education ROI\u003C\u002Fh3>\u003Cp>Customer education ROI is the value the program generates minus its cost, divided by its cost:\u003C\u002Fp>\u003Cp>\u003Cstrong>Customer Education ROI = (Value generated − Program cost) ÷ Program cost\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The value side is the sum of three things attributable to educated accounts:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Retained revenue\u003C\u002Fstrong> (churn avoided)\u003C\u002Fli>\u003Cli>\u003Cstrong>Expansion revenue\u003C\u002Fstrong> (upsell and cross-sell)\u003C\u002Fli>\u003Cli>\u003Cstrong>Support cost saved\u003C\u002Fstrong> (tickets deflected)\u003C\u002Fli>\u003C\u002Ful>\u003Cp>The cost side is content production, platform, and headcount. Most teams find support savings the easiest to prove first, retention the most valuable, and expansion the number that earns a bigger budget. As an upside check: formal programs report up to \u003Cstrong>10x returns\u003C\u002Fstrong> (Docebo, 2025), and \u003Cstrong>96% report a positive ROI\u003C\u002Fstrong> overall (Intellum\u002FForrester, 2024).\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"customer-education-examples-real-trainn-customers\">Customer Education Examples (Real Trainn Customers)\u003C\u002Fh2>\u003Cp>The clearest way to understand a strategy is to see how real teams put one in place. These four B2B SaaS teams each built customer education on Trainn, and each leaned on a different lever.\u003C\u002Fp>\u003Ch3 id=\"buildops-a-self-service-learning-center-that-runs-247\">BuildOps: A Self-service Learning Center that Runs 24\u002F7\u003C\u002Fh3>\u003Cp>BuildOps' support team was answering the same product questions one-to-one. They built the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-buildops-offers-self-service-resources-for-customers-using-trainn\u002F?ref=blog-api.saastube.io\">\u003Cu>BuildOps Learning Center\u003C\u002Fu>\u003C\u002Fa> on Trainn (over 100 how-to videos in 45 days) so customers can find answers themselves at any hour instead of waiting on a rep. Education shifted from reactive support tickets to a self-serve library that scales without adding headcount.\u003C\u002Fp>\u003Cp>\u003Cem>\"Our customers can now self-serve and find answers on their own, 24\u002F7.\"\u003C\u002Fem> \u003Cstrong>Sabina Rana, Head of Customer Support, BuildOps\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>The lever:\u003C\u002Fstrong> a help center that deflects repetitive support load.\u003C\u002Fp>\u003Ch3 id=\"webengage-an-academy-that-trains-and-certifies-users\">WebEngage: An Academy that Trains and Certifies Users\u003C\u002Fh3>\u003Cp>WebEngage needed to onboard and certify users on a deep marketing-automation product. The L&D team launched the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-webengage-launched-the-webengage-academy-in-record-time\u002F?ref=blog-api.saastube.io\">\u003Cu>WebEngage Academy\u003C\u002Fu>\u003C\u002Fa> on Trainn, producing 75 training videos in four weeks and turning ad-hoc onboarding into structured courses customers complete and get certified on.\u003C\u002Fp>\u003Cp>\u003Cem>\"Trainn helped us launch the WebEngage Academy in record time.\"\u003C\u002Fem> \u003Cstrong>WebEngage L&D Team\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>The lever:\u003C\u002Fstrong> a structured academy with courses and certification.\u003C\u002Fp>\u003Ch3 id=\"spotdraft-an-academy-that-replaces-one-hour-onboarding-calls\">SpotDraft: An Academy that Replaces One-hour Onboarding Calls\u003C\u002Fh3>\u003Cp>SpotDraft was running live walkthroughs and using Loom for product videos. They replaced that with the \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-spotdraft-training-academy-is-empowering-customer-training\u002F?ref=blog-api.saastube.io\">\u003Cu>SpotDraft Training Academy\u003C\u002Fu>\u003C\u002Fa>, built in 45 days, where customers learn from short, focused videos on their own schedule, and now prefer a three-minute video to a one-hour call.\u003C\u002Fp>\u003Cp>\u003Cem>\"Customers prefer a 3-minute video over a 1-hour call.\"\u003C\u002Fem> \u003Cstrong>Chalormee Basu, Customer Success Lead, SpotDraft\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>The lever:\u003C\u002Fstrong> on-demand video education that absorbs the live-training load.\u003C\u002Fp>\u003Ch3 id=\"restroworks-posist-keeping-a-global-learner-base-current-in-real-time\">Restroworks (Posist): Keeping a Global Learner Base Current in Real Time\u003C\u002Fh3>\u003Cp>Restroworks educates roughly 12,000 customers across global markets on a product that ships frequent updates. With \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomers\u002Fhow-posist-offers-customer-training-using-posist-academy?ref=blog-api.saastube.io\">\u003Cu>Posist Academy\u003C\u002Fu>\u003C\u002Fa> on Trainn, the team updates a training video in about ten minutes when the product changes, so the entire learner base stays current without a re-recording cycle.\u003C\u002Fp>\u003Cp>\u003Cem>\"We can update a video in 10 minutes and keep all our customers trained in real-time.\"\u003C\u002Fem> \u003Cstrong>Shambhavi Pandey, General Manager, Restroworks\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>\u003Cstrong>The lever:\u003C\u002Fstrong> education that stays accurate as the product evolves.\u003C\u002Fp>\u003Cp>What these programs share isn't budget. It's clarity about which outcome each one is built to move.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"where-does-your-program-stand-the-maturity-model\">Where Does Your Program Stand? The Maturity Model\u003C\u002Fh2>\u003Cp>Before you build or improve, it helps to know how mature your program already is. A customer education maturity model describes the stages a program moves through as it grows, from reactively recording a video when a customer asks, to running a measured, self-serve learning system at scale.\u003C\u002Fp>\u003Cp>The clearest way to read that progression is by the three jobs a program has to do well: \u003Cstrong>create\u003C\u002Fstrong> content, \u003Cstrong>deliver\u003C\u002Fstrong> it where customers can find and use it, and \u003Cstrong>scale\u003C\u002Fstrong> it so the program runs and improves without a person in the loop for every request.\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Phase\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">The shift it represents\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Where programs stall\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">1. Create\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">From answering live to building reusable content that lasts\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Production is slow, so content lags behind the product\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">2. Deliver\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">From a content pile to a findable, in-context delivery system\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Content grows but stays manual to find and send\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">3. Scale\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">From a library to a measured, self-serve academy\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">The program never moves off manual delivery, so it can't prove ROI\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>Most programs get good at creating content and never fully solve delivery or scale, which is exactly why so many plateau. The practical move is to find your current stage and take the single next step for where you are, rather than leaping straight to a self-serve academy from a folder of videos.\u003C\u002Fp>\u003Cp>We break down all six stages across these three phases, how to find yours, and the one step that moves you up, in our full guide to the customer education maturity model.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"the-customer-education-tech-stack\">The Customer Education Tech Stack\u003C\u002Fh2>\u003Cp>A modern customer education program runs on a few categories of tooling. You can buy these as separate point tools or get them in one platform:\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Ctable style=\"border:none;border-collapse:collapse;table-layout:fixed;width:468pt\">\u003Ccolgroup>\u003Ccol>\u003Ccol>\u003Ccol>\u003C\u002Fcolgroup>\u003Cthead>\u003Ctr style=\"height:0pt\">\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Layer\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Tool category\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003Cth style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\" scope=\"col\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">What it does\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Fth>\u003C\u002Ftr>\u003C\u002Fthead>\u003Ctbody>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Create\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Screen recorder \u002F video and guide authoring\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Turns product workflows into how-to videos, interactive guides, and docs\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Host\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Knowledge base\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Organizes self-serve articles and help content customers can search\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Deliver (structured)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Academy \u002F customer LMS\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Packages content into courses, learning paths, and certifications\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Deliver (in-product)\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">In-app guidance \u002F DAP\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Surfaces tooltips, checklists, and walkthroughs at the moment of need\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Measure\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Learning analytics\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Joins completion and path data to product and CRM data to prove ROI\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003Ctr style=\"height:0pt\">\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:700;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">AI layer\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Content generation, AI tutors, auto-translation\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003Ctd style=\"border-left:solid #000000 1pt;border-right:solid #000000 1pt;border-bottom:solid #000000 1pt;border-top:solid #000000 1pt;vertical-align:top;padding:5pt 5pt 5pt 5pt;overflow:hidden;overflow-wrap:break-word;\">\u003Cp dir=\"ltr\" style=\"line-height:1.38;margin-top:0pt;margin-bottom:0pt;\">\u003Cspan style=\"font-size:11pt;font-family:Arial,sans-serif;color:#000000;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;\">Cuts across all of the above to lower production and maintenance cost\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ftd>\u003C\u002Ftr>\u003C\u002Ftbody>\u003C\u002Ftable>\n\u003C!--kg-card-end: html-->\n\u003Cp>The choice that matters most is whether these stay as separate tools or live in one platform.\u003C\u002Fp>\u003Cp>One term worth defining clearly, because it's its own searched question:\u003C\u002Fp>\u003Cp>\u003Cstrong>A customer education platform is software for creating, hosting, delivering, and measuring customer-facing training, combining an academy or LMS, a knowledge base, in-app guidance, and analytics in one place.\u003C\u002Fstrong>\u003C\u002Fp>\u003Cp>The advantage of a unified platform over stitched-together point tools is that the analytics actually connect: you can see that the customer who completed the onboarding course is also the one who activated and renewed. \u003C\u002Fp>\u003Cp>This is how \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fcustomer-education-software\u002F?ref=blog-api.saastube.io\">\u003Cu>Trainn\u003C\u002Fu>\u003C\u002Fa> is built. Instead of stitching four tools together, it runs an entire customer education program in one place: content authoring (videos, interactive guides, docs), a knowledge base, an academy\u002FLMS, in-app tutorials, and learner-level analytics across all of it. The point is program-level measurement and delivery, not just a content repository.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"who-owns-customer-education\">Who Owns Customer Education?\u003C\u002Fh2>\u003Cp>Customer education is typically owned by a dedicated \u003Cstrong>Customer Education\u003C\u002Fstrong> or \u003Cstrong>Customer Marketing\u003C\u002Fstrong> function, often reporting into Customer Success, Marketing, or Product depending on company stage. At smaller companies, it's owned by Customer Success, Professional Services, or Support until volume justifies a dedicated hire.\u003C\u002Fp>\u003Cp>A mature program usually has five roles (one person often wears several early on):\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>Head \u002F Director of Customer Education:\u003C\u002Fstrong> owns strategy, outcomes, and budget.\u003C\u002Fli>\u003Cli>\u003Cstrong>Instructional Designer:\u003C\u002Fstrong> designs curricula and learning paths.\u003C\u002Fli>\u003Cli>\u003Cstrong>Content Creator \u002F Video Producer:\u003C\u002Fstrong> makes the courses, videos, and docs.\u003C\u002Fli>\u003Cli>\u003Cstrong>Program \u002F Operations Manager:\u003C\u002Fstrong> runs the platform, logistics, and reporting.\u003C\u002Fli>\u003Cli>\u003Cstrong>Data \u002F Analytics partner:\u003C\u002Fstrong> instruments the metrics and proves ROI.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>\u003Cstrong>The bootstrap reality:\u003C\u002Fstrong> early-stage education is often run by one person, frequently in Professional Services or CS, using tools that compress production time enough that a single owner can stand up a scalable program before a dedicated team is hired.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"ai-in-customer-education-2026\">AI in Customer Education (2026)\u003C\u002Fh2>\u003Cp>In 2026, the constraint on customer education is no longer production cost; AI has collapsed it. The differentiator is strategy: knowing who to educate, on what outcomes, and how to measure the result.\u003C\u002Fp>\u003Cp>Three shifts matter most:\u003C\u002Fp>\u003Cul>\u003Cli>\u003Cstrong>AI content production\u003C\u002Fstrong> generates courses, videos, and docs from a single source recording, cutting production time dramatically, which is what makes it realistic for a small team to maintain a large library.\u003C\u002Fli>\u003Cli>\u003Cstrong>AI tutors and assistants\u003C\u002Fstrong> answer customer questions in natural language against your knowledge base, around the clock, deflecting support without a human in the loop. This is the fastest-growing layer.\u003C\u002Fli>\u003Cli>\u003Cstrong>AI-assisted maintenance and localization\u003C\u002Fstrong> keeps content fresh and multilingual without linear effort, directly addressing the freshness problem that quietly degrades most education libraries.\u003C\u002Fli>\u003C\u002Ful>\u003Cp>What stays human is the judgment: strategy, segmentation, outcome definition, and quality review. AI makes the content; people decide what's worth making and whether it's any good.\u003C\u002Fp>\u003Ch3 id=\"an-experts-take\">An expert's take\u003C\u002Fh3>\u003Cp>We unpack how automation and AI are reshaping customer education with \u003Cstrong>Eric Mistry\u003C\u002Fstrong>, a customer education leader and specialist in automation and AI-driven CE, on the \u003Cem>Customer Educated\u003C\u002Fem> podcast.\u003C\u002Fp>\u003Cfigure class=\"kg-card kg-embed-card kg-card-hascaption\">\u003Ciframe style=\"border-radius: 12px\" width=\"100%\" height=\"152\" title=\"Spotify Embed: Exploring the power of customer education automations with Eric Mistry - Ep 5 (P1)\" frameborder=\"0\" allowfullscreen=\"\" allow=\"autoplay; clipboard-write; encrypted-media; fullscreen; picture-in-picture\" loading=\"lazy\" src=\"https:\u002F\u002Fopen.spotify.com\u002Fembed\u002Fepisode\u002F3T7lXsxjYNDVzLMYLLuux1?si=087e8763f2d54a49&utm_source=oembed\">\u003C\u002Fiframe>\u003Cfigcaption>\u003Cp>\u003Cspan style=\"white-space: pre-wrap;\">Customer Educated Podcast Ft. Eric Mistry\u003C\u002Fspan>\u003C\u002Fp>\u003C\u002Ffigcaption>\u003C\u002Ffigure>\u003Cp>\u003Cstrong>Eric Mistry\u003C\u002Fstrong>, customer education leader · \u003Cem>Customer Educated\u003C\u002Fem> podcast\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"the-bottom-line\">The Bottom Line\u003C\u002Fh2>\u003Cp>A customer education strategy is, at its core, a decision to teach once instead of repeating forever, and to do it deliberately enough that you can measure whether it's working.\u003C\u002Fp>\u003Cp>The teams that win at it in 2026 aren't the ones with the biggest production budgets, because AI has erased that advantage. They're the ones with the clearest answer to three questions: who are we educating, what outcome should it move, and how will we know it worked.\u003C\u002Fp>\u003Cp>Build the onboarding stage first, instrument it so you can prove time-to-value is dropping, and expand into growth and mastery as your base matures. Keep the content accurate, tie it to revenue, and the program stops being a cost center and starts being a growth lever you can defend in any budget review.\u003C\u002Fp>\u003Chr>\u003Ch2 id=\"frequently-asked-questions\">Frequently Asked Questions\u003C\u002Fh2>\u003Cp>\u003Cstrong>What is a customer education strategy?\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>A structured plan for teaching customers how to get value from a product (through onboarding, training content, documentation, and certification) so they activate faster, adopt more features, and stay longer. It turns one-to-one support into a scalable, self-serve system.\u003C\u002Fp>\u003Cp>\u003Cstrong>Why is customer education important?\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Because educated customers onboard faster, adopt more features, churn less, and cost less to support. Organizations with formal programs report a 38.3% lift in product adoption and a 35% increase in customer lifetime value (Intellum and Forrester, 2024).\u003C\u002Fp>\u003Cp>\u003Cstrong>How do you build a customer education program?\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Follow a five-step loop: understand your customer segments, set a success metric for each, decide the delivery model and tech stack, develop and launch the content, then measure and iterate on a regular cadence.\u003C\u002Fp>\u003Cp>\u003Cstrong>How do you measure customer education?\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Track a mix of leading indicators (time-to-value, course completion, feature adoption) and lagging outcomes (retention, lifetime value, expansion, ticket deflection), then roll them up into an ROI figure.\u003C\u002Fp>\u003Cp>\u003Cstrong>How do you measure customer education ROI?\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Use (Value generated − Program cost) ÷ Program cost, where value is the sum of retained revenue, expansion revenue, and support cost saved among educated accounts. Most teams find support savings the easiest to prove first, retention the most valuable, and expansion the number that earns a bigger budget.\u003C\u002Fp>\u003Cp>\u003Cstrong>What is a customer education platform?\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Software for creating, hosting, delivering, and measuring customer-facing training, combining an academy or LMS, a knowledge base, in-app guidance, and analytics in one place.\u003C\u002Fp>\u003Cp>\u003Cstrong>Who is responsible for customer education?\u003C\u002Fstrong> \u003C\u002Fp>\u003Cp>Usually, a dedicated Customer Education or Customer Marketing team, often reporting into Customer Success, Marketing, or Product. At smaller companies, it's owned by CS, Professional Services, or Support until volume justifies a dedicated hire.\u003C\u002Fp>\u003Chr>\u003Cp>\u003Cem>Trainn is an AI-powered customer education platform for B2B SaaS: It is an all-in-one platform that brings content authoring, a knowledge base, an academy\u002FLMS, and in-app tutorials in one place, with learner-level analytics. See how teams build and run customer education at \u003C\u002Fem>\u003Ca href=\"https:\u002F\u002Ftrainn.co\u002F?ref=blog-api.saastube.io\">\u003Cem>\u003Cu>trainn.co\u003C\u002Fu>\u003C\u002Fem>\u003C\u002Fa>\u003Cem>.\u003C\u002Fem>\u003C\u002Fp>\n\u003C!--kg-card-begin: html-->\n\u003Cp id=\"trainn-editorial-team\">Reviewed by: \u003Ca href=\"https:\u002F\u002Ftrainn.co\u002Fblog\u002Fauthors\u002Ftrainn-editorial-team\u002F?ref=blog-api.saastube.io\" >Trainn Editorial Team\u003C\u002Fa>\u003C\u002Fp>\n\u003C!--kg-card-end: html-->\n","66fa9ac4573049681610f7ea","https:\u002F\u002Fblogimages.trainn.co\u002F2024\u002F10\u002FArtboard-1-copy@2x-100.jpg","2024-09-30T12:34:12.000+00:00","2026-06-30T16:54:10.000+00:00","2024-09-30T12:54:00.000+00:00","A practical 5-step framework to plan, launch, and measure customer education — with the metrics and formulas that prove its impact.","\u003Cscript type=\"application\u002Fld+json\">\n{\n  \"@context\": \"https:\u002F\u002Fschema.org\",\n  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