Читать книгу The Customer Education Playbook - Daniel Quick - Страница 9

When you don't have a centralized holistic function that is thinking about the entire learning journey, you can't help but end up with a disjointed and fragmented experience. If your learning isn't mapped out cohesively, the customer is not nurtured from one stage to the next, and customer education becomes limited to individual projects like creating some help articles for the support team or creating an onboarding workshop with customer success. You'll end up with different teams teaching your customers different things in different ways, and customers will almost certainly experience friction as a result.

In contrast, when customer education is a strategic function, you can focus on the holistic learning journey – by dedicating a team of professionals with expertise around facilitating behavioral change through learning.