The Content Glue: Keeping Teams Unified Across the Customer Journey with Michael Lux, Senior Director of CE @ Procore Technologies
Description
In this episode of SaaS Therapy, Todd talks with Michael Lux, Senior Director of Customer Education at Procore Technologies. They discuss the evolution of Procore from a startup to a public company, the structure of the education team, and the importance of a unified content strategy across departments. Michael shares insights on the challenges of customer education, the need for tailored content, and the metrics that define success in customer training. The conversation also touches on the future of AI in learning and the importance of time to value in customer success.
Takeaways
- The education team is structured under professional services for better alignment with customer success.
- Content strategy should be unified across departments to maximize impact.
- Hands-on, use case-based training is essential for customer success.
- Procore has a high course completion rate compared to industry standards.
- Tailoring content to specific customer needs is crucial.
- Time to value is a key metric for customer success teams.
- AI in learning content is still developing and not fully reliable.
- A strong content strategy should consider the entire customer lifecycle.
Contents
00:00 Intro
2:46 Understanding Procore's Structure and Education Role
5:37 Content Strategy and Customer Lifecycle
8:39 Monetization of Education and Professional Services
11:41 Defining Content for Customer Success
14:15 Challenges in Customer Education and Feedback
17:06 Customer Needs and Content Development
20:07 Balancing E-Learning and Instructor-Led Training
22:50 Metrics for Success in Education
25:53 Time to Value and Customer Success Metrics
28:35 Future Aspirations and AI in Learning
31:39 Final Thoughts and Homework Assignment
Resources
Credits
Show manager: Jenna Mollinet
United States
