From the course: Customer Success Management Fundamentals

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14 tenets of customer success, part 3

14 tenets of customer success, part 3

From the course: Customer Success Management Fundamentals

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14 tenets of customer success, part 3

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(upbeat music) - Education plays an important role in helping customers to onboard, adopt and realize value from the products and services they've purchased. Whilst the customer success manager should make sure they do not end up in a full-time training role or get roped into delivering so much training that it doesn't leave them time to conduct the other essential duties, it is most definitely appropriate for CSMs to expect to need to deliver some training, especially to the customer's key stakeholders and maybe even sometimes to their power users. The most obvious and indeed often the most essential aspect of education for the CSM is educating the customer's key stakeholders on the features and functions of the products and services they've purchased. Where the CSM can add more value as an educator than a standard training video course or book could do, is in using their understanding of the customer's initiative…

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