Chris LoDolce's Linkedin Analytics

It's no longer the norm to find a category leader in SaaS or even AI-First orgs that have not made a strategic investment in an Academy/Customer education program. Yes, even OpenAI recently launched their Academy. So what's changed over the past 10+ years? Here's a quick Now and Then from my conversation with Sandi Lin and Nick Mehta Now: Strategic Asset. > Then: Support Function. Now: Integrated into the customer journey > Then: Stand alone siloed training Now: "uplove" customers to enhance careers > Then: Teach product functionality only Now: "Our Academy creates advocates for our brand" > Then: "Look we offer product training" Now: 4% increase in NRR, 17% increase in NPS. > Then: 20% of the customers base is trained The one constant over the past decade plus? Taylor Swift. But I'll defer to Nick and Sandi to explain this in the short clip from the interview below.

🌍 Hitting the road (and skies) Euro edition for some in-person connection ! Lindsay Thibeault and I are heading to Europe to spend time with a few of our clients, and we figured this would be the perfect excuse to gather the Customer Education community while we’re there. We’re hosting 3 casual meetups for B2B SaaS professionals who are using educational content to accelerate business outcomes across their GTM . No presentations, no pressure - just real conversations with people who care about helping customers learn and grow. If you're in London, Lisbon, or Madrid, come grab a drink, share what you’re working on, and swap ideas with others doing the same. Here’s where we’ll be:  London — Mon, June 16 at 12pm (Lunch @ The Drift)  https://lnkd.in/eSVUXpGX  Lisbon — Tues, June 17 at 5pm (Drinks & apps @ Pleo HQ)  https://lnkd.in/en4ntAqi  Madrid — Thurs, June 19 at 5pm (Drinks & apps @ Stay HQ)  https://lnkd.in/eiH9HMTJ If you’re nearby, come hang. We’d love to meet, learn from you, and keep building this incredible community together. #CustomerEducation #EdTech #SaaS #LearningDesign #Enablement #EducationLedGrowth #saasacademy #academy

Most SaaS companies train users on how to use their product. Great ones educate users on how to succeed because of it. Let’s explore SaaS Academies aren't just about teaching where to click, it’s about helping practitioners think differently, act smarter, and achieve more. Here are some snippets from my notes for next week’s deep-dive with HowToo. Product Design Customer Education helps users understand the logic behind the design. Its role isn’t just to show where to point and click, it’s to explain how the solution works together to support a specific way of working. - Why this solution works differently than others they’ve used - How features are designed to reinforce each other - What workflows the product is guiding them toward 👉 The result? Users don’t just follow steps, they think critically, adapt intentionally, and succeed in new and innovative ways. Industry & Role-Based Strategy Software alone doesn’t make someone great at their job, applying it in context does. Customer Education helps users connect: - What KPIs or outcomes matter for their role - How the product helps drive those outcomes - What strategies, habits, and workflows top performers use It’s not about generic “point and clicks.” It’s about enabling practitioners to excel in their role using the software as a lever. Critical Thinking The best users don’t memorize. They adapt. Customer Education empowers users to think through problems, not just memorize steps: - When something doesn’t work, they know why and how to adjust - When a goal changes, they can reframe how they use the product - When facing complexity, they don’t freeze  they navigate This is what separates someone who uses software… from someone who masters it. 👉 The result? Users become confident, capable, and creative which leads to better outcomes for them, their business and yours. 🎙️ I’ll be sharing more on this in an upcoming webinar: Customer Education as a Growth Engine 🗓️ July 14, 5:30pm PDT | July 15, 10:30am AEST With Renee Elliott and Lisa Vincent Register for free SaaS Academy Advisors