Developing a Blueprint and Scaling a Customer Education Program
During the last Master Class, Loc did a deep dive into how you can dramatically improve customer experience, impact, and outcomes through the application of best-in-class Customer Education & Enablement programs.
In this session, Loc will lead an in depth discussion on how YOU can develop (and scale!) a blueprint for your best-in-class customer education program. Specifically, he’ll deep dive into the following core practice areas:
- Accessing & defining customer needs
- Talent resource considerations
- Developing a content strategy
- Selecting delivery channels and accessibility
- Measurement & iteration
As a reminder, Loc has spent several decades as a high-performance Customer Education, Enablement & Success leader at various software scale-ups, including Bluescape, Totango, WhiteHat/Synopsys, and countless others where he has served as an advisor or consultant. He has spent the entirety of his career walking incredibly different paths and creating new experiences that have defied convention for the most part. He has spent the entirety of his career walking incredibly different paths and creating new experiences that have defied convention for the most part. As a matter of fact, over the past two-plus decades, he’s trained and educated everyone from elementary school students to NATO aircrew members to technologists around the world. In doing so, he’s developed the range to provide invaluable human experiences to almost everyone he meets. And it’s this holistic feel for humanity that underpins his modern leadership approach, especially as it pertains to Customer Education and Enablement. Ultimately, Loc believes that to make tomorrow a better version of today, we must incrementally learn more about ourselves by experiencing more of life. We have to put ourselves out there in less-than-ideal circumstances. We have to risk something more and perhaps even fail now and then. Because, as it turns out, walking a winding road that’s less traveled and more difficult to navigate may get us further than we’d ever thought possible.
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The Inflection Point - "Viable to Valuable"
The Four Fundamental Failures of Leadership Teams and How to Avoid Them
Scaling Up -- Playing the Platform Power Game
‘Operationalizing AI’ Series – Pricing & Revenue Acceleration in the Age of AI
Scaling a Performance Culture
Crossing the Chasm: The Documentum Case Study on G2M and Leadership
Practical AI in Action for Executives
Pitch-Ready: How Great CEOs Tell the Story & Communicate Effectively
Design as a Growth Engine: Lessons for Founders and Leaders
Winning the Next Channel: How to Build Visibility & Demand in LLMs
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Best Practices for Prospect Conversion & Engagement
B2B SaaS Public & Private Market Outlook & Update led by Piper Sandler
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Amplify Go-to-Market via Account-Based Marketing "(ABM)"
Best Practices for Recruiting Exceptional Go-To-Market Executives
Building a High-Performance GTM Organization
Building a Revenue Machine Through RevOps
Building a Best-in-Class, Data-Driven Customer Experience & Success Strategy
