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Listen "Check-In: Learn from Tesla about customer engagement"
Episode Synopsis
Casey Trujillo discusses insights from Maria Manning-Chapman's episode that focuses on customer education and engagement metrics.
The conversation highlights the importance of understanding how many users are interacting with educational resources and the impact of these interactions on software adoption and customer experience. Learn how customer engagement strategies relates to Tesla's approach to making electric vehicles.
Takeaways
Consider the percentage of your organization interacting with education resources.
Engagement metrics can reveal gaps in customer experience.
Less than 5% of total license users may be engaging with education.
Understanding user engagement is crucial for ROI.
Customer experience should be appealing and engaging.
Ask why customers are not engaging with your services.
Improving engagement can lead to better renewals and upsells.
Tesla's success came from making EVs cool and desirable.
Identify core reasons for low engagement to solve problems.
Customer education is vital for software adoption and success.
Contents
00:00 Introduction to Customer Education Insights
02:46 Understanding Engagement Metrics
06:00 The Importance of Customer Experience
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
The conversation highlights the importance of understanding how many users are interacting with educational resources and the impact of these interactions on software adoption and customer experience. Learn how customer engagement strategies relates to Tesla's approach to making electric vehicles.
Takeaways
Consider the percentage of your organization interacting with education resources.
Engagement metrics can reveal gaps in customer experience.
Less than 5% of total license users may be engaging with education.
Understanding user engagement is crucial for ROI.
Customer experience should be appealing and engaging.
Ask why customers are not engaging with your services.
Improving engagement can lead to better renewals and upsells.
Tesla's success came from making EVs cool and desirable.
Identify core reasons for low engagement to solve problems.
Customer education is vital for software adoption and success.
Contents
00:00 Introduction to Customer Education Insights
02:46 Understanding Engagement Metrics
06:00 The Importance of Customer Experience
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred
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18/11/2025
Establishing New Success Metrics for Customer Education with Todd Kirk and Casey Trujillo
04/11/2025
The Evolution of Customer Success Strategies with Dan Steinman, Director @ Colson Fellows
28/10/2025
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