The Customer Education Playbook

3Step 1: Maximize Impact by Aligning Customer Education to Business Goals

Customer education is a challenge, and the stakes are high. Without identifying your goals from the outset, you risk executing aimlessly, and you'll struggle to help others understand the impact of your work.

So, consider this: What do you want to get out of your customer education program?

This question is less about your customer education team itself and more about looking to the rest of the organization for guidance. Customer education teams don't work in a silo; they interact with many different functions of the business to help solve a wide range of challenges. To achieve success, the goals of customer education need to align with the overarching objectives of the company. In fact, the success of your customer education program hinges on executive support and buy-in, which can only happen if you make sure that you share a vision. If your goals aren't aligned, you'll end up doing a lot of work that isn't relevant for what the business is doing right now, and you're not going to get the executive support that you need to keep scaling and growing your program.

Five Common Business Goals for Customer Education

In this chapter, we'll cover five common business objectives and how you can align your own customer education goals to them to achieve success. For each example, we'll also identify the metrics you can use to measure your program and tangibly prove to the C-suite that the customer education ...