This isn’t the first time you’ll hear this, and it won’t be the last. Customer education is essential to equipping customers with the resources they need to build customer loyalty and set the stage for long-term success. In the first episode of our Original YouTube Series, LEARN Lightning, Customer Education expert, and CELab Podcast Host Dave Derington shared three critical signs you need a customer education program.  But knowing you need customer education is only the first step. Getting your program off the ground requires stakeholder support and a sufficient budget and resources.  In episode two, Dave shares four essential steps to help you secure the support and funds you need to transform your program from a conceptual blueprint into a thriving reality. 

https://www.youtube.com/watch?v=fVbLHn1CQAw&list=PLidC4V59_oMJfx2HdmsRmjMGP5zUyiehV&index=2

Scope the project

Before you go out and build a team or launch a program, you need to be clear on what you want to achieve. Without understanding your customers’ needs, you will waste time and money.  Ask yourself:

• What are their pain points? 

• What are they trying to achieve? 

• What educational resources can you provide to help them excel in their roles?

Scoping the project helps you understand customer needs and what you must provide to help them succeed. Read more: How to Use Customer Education to Improve Customer Experience 

Estimate the project

Before you can ask for funding, you need to determine how much you need.  In this phase, you can start thinking about what really needs to be done. For example, do you need project management? Can you outsource this or use AI or other platforms? Or should you hire an expert or advisor to help create a strategic roadmap for your customer success strategy? Read more: How AI Can Transform Your Customer Education Program Asking these questions will help you estimate the cost of your program.  Remember, it’s OK to start with a plan and vision, hire your team, and revise as you go.

Understand program maintenance

Your program will inevitably evolve. Anytime you build something, you must update and maintain it over time. Software is constantly changing. So, part of your plan needs to account for maintenance and iteration. Communicate this to stakeholders during the planning phase. 

Getting buy-in

Here’s where you put all the pieces together.  When you’ve completed these steps, you can present your plan to leadership and answer these important questions:

1. What’s the project scope?

2. How much will it cost?

3. What are the outcomes and goals for the program?

If you’ve made it this far and have buy-in for your program, you’re ready to start building. We’ll cover that and how to evaluate vendors and negotiate pricing in the next LEARN Lightning episode.  Until then, subscribe to our YouTube channel for more videos and updates.