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Listen "Move on from vanity metrics with Dave Derington, Co-Founder @CELab"
Episode Synopsis
Listen to Todd Kirk and Casey Trujillo's conversation with Dave Derington, a thought leader in customer education. They discuss the challenges and misconceptions in customer education, the importance of focusing on learning outcomes, and the principles of effective customer education.
Dave shares insights on shifting from traditional teaching to customer education, the need to measure business impact, and the mindset required to succeed in customer education.
Takeaways
The focus in customer education should be on guiding customers to value, not just educating them on every feature.
Measuring class activity is a vanity metric; the focus should be on data tied to business outcomes.
Agile methodologies and designing experiences are essential in effective customer education.
Shifting from traditional teaching to customer education requires a change in mindset and approach.
Customer education professionals need to collaborate with executives and data teams to measure and demonstrate business impact. Customer education plays a crucial role in driving business outcomes and should be aligned with business goals and metrics.
Leadership needs to understand the fluid nature of education roles and the impact of customer education on business outcomes.
Engaging with the C-Lab podcast and community can provide valuable insights and connections for those involved in customer education.
Contents
00:00 Introduction
05:20 The Challenge of Measuring Impact in Customer Education
11:26 Shifting Mindset: Traditional Teaching vs. Customer Education
15:40 Principles of Effective Customer Education
26:12 The Importance of Business Alignment in Education
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
Dave shares insights on shifting from traditional teaching to customer education, the need to measure business impact, and the mindset required to succeed in customer education.
Takeaways
The focus in customer education should be on guiding customers to value, not just educating them on every feature.
Measuring class activity is a vanity metric; the focus should be on data tied to business outcomes.
Agile methodologies and designing experiences are essential in effective customer education.
Shifting from traditional teaching to customer education requires a change in mindset and approach.
Customer education professionals need to collaborate with executives and data teams to measure and demonstrate business impact. Customer education plays a crucial role in driving business outcomes and should be aligned with business goals and metrics.
Leadership needs to understand the fluid nature of education roles and the impact of customer education on business outcomes.
Engaging with the C-Lab podcast and community can provide valuable insights and connections for those involved in customer education.
Contents
00:00 Introduction
05:20 The Challenge of Measuring Impact in Customer Education
11:26 Shifting Mindset: Traditional Teaching vs. Customer Education
15:40 Principles of Effective Customer Education
26:12 The Importance of Business Alignment in Education
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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The Quality of Your Questions: CS Secrets from the Trenches with Todd Kirk and Casey Trujillo
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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