Top Highlights

• That’s why they use CRM platforms instead of spreadsheets, and service desk tools instead of answering support tickets by email. Each of these activities takes some of the guesswork and manual labor out of account management, so that customer-facing teams can focus on more important things.
• Customers churn because they don’t get value from your product. After doing all the hard work to attract a customer, many companies set themselves up for failure by leaving their product in the hands of people who don’t care about it.
• Many companies miss a crucial distinction: Growth and scale are not the same thing. To grow, obviously, is to get larger. To scale is to grow proportionally and profitably. You can scale something to any size without losing fidelity.
• You need Customer Education to be your scale engine for customer growth.
• growth-stage companies are turning to Customer Education as a new “secret weapon” to help them scale quickly and differentiate them in the market.