Customer Education and Community: The Scale Engines of Customer Success

Session Abstract

For growing Customer Success organizations, the instinctive response to meet diverse customer needs often involves hiring more CSMs and support agents. However, a more efficient and scalable solution lies in leveraging Customer Education & Community. In this session, we’ll look at the role that a broad Customer Education strategy—community, in-app education, training, help centers and more—can play in driving outcomes at scale, across the customer journey. You’ll discover real-world examples of effective programs, hard-won lessons from those with experience building and leading Customer Education programs, and key resources to get started.