#9: From improving PES to CS playbooks to investors on Customer Education

In this edition of #NewThingsInCustomerEducation, we talk about how you can improve product engagement score, how you can use a customer success playbook and what investors are saying about CE.

Best Reads of the week

⌗1. Sara Estes from Pendo, talks about how to improve product engagement score. (Source: Pendo Blog)

What is it about: Pendo created the product engagement score (PES) to give product leaders a single metric that measures how users engage with the product. The score takes the average of a product’s adoption, stickiness, and growth values.

What we learned after reading the piece: 

  • Determine if your growth is more challenged by low user acquisition or retention

  • If your focus is on user acquisition, consider experiments to promote viral sharing. What incentives can you offer users to add teammates or friends?

  • If your focus is on retention, identify where there is drop off in order to better understand why users are churning

Our thoughts: Though all these three factors are not that isolated as the piece might lead you to believe (the fact that the author acknowledges too), it can serve as a great starting point if you are stuggling with high churn. Basically start with adoption first and then move on to others.


⌗2. Mia Jacobs from Totango, shows how a playbook for Customer Success promotes satisfied clients (Source: Totango Blog)

What is it about: . A CS playbook is a game plan which lays out the specific procedures you will use to help customers achieve their goals. The blog further elaborates why a playbook is needed and how can you use one.

What we learned after reading the piece: Using a playbook to guide your customers to successful outcomes increases their satisfaction, making them more likely to buy from you again and more likely to promote you to others. You can implement playbooks for customer success by mapping out your customer’s journey, setting goals for each stage and using a combination of digital and human engagement strategies to achieve desired objectives. Using automation to segment customers and track the customer experience can significantly increase the efficiency of your playbook deployment.

Our thoughts: Run experiments fast and drop them faster. If something works once, it is more probable that it will work again. While I feel this statement is very broad and will fail when it is applied to different contexts, it is most likely going to hold true. A playbook is your best friend. Why does Amazon conquer e-commerce almost everywhere they go? Why does Nestle dominate the F&B market? Because they have a playbook. Simple.


Best Listens of the week

⌗1. Adam Avramescu, Director of Enterprise Customer Learning and Enablement at Slack talks to Eugene Lee, Investor at OMERS venture, about investor’s view on Customer Education. 

Listen here

Hope you enjoyed reading this edition of #NewThingsInCustomerEducation

Until next time,