The Role of Customer Education in Achieving Customer Success: Best Practices and Case Studies

April 11, 2024
April 11, 2024 bha-admin

The Role of Customer Education in Achieving Customer Success: Best Practices and Case Studies

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As we all know, the customer is king. In the modern business landscape, customer success is a crucial component of any successful enterprise. In order to achieve customer success, it is important to prioritize customer education. This can be done by providing customers with the right tools, resources, and knowledge they need to make informed decisions.

According to a survey by Hubspot, 64% of customers want companies to interact with them more frequently. However, most companies fail to educate their customers adequately. In fact, a recent survey by PwC found that 1 in 3 customers will leave a brand they love after just one bad experience. This emphasizes the importance of providing quality customer education to ensure customer success.

One of the best practices for achieving customer success is to make customer education a priority. This means investing in resources that will help customers learn about your product or service. It can be as simple as creating a knowledge base or FAQ section on your website or providing video tutorials that guide customers through your product or service. According to a survey by Wyzowl, 84% of people say that they have been convinced to buy a product or service by watching a brand’s video.

In this article, we will explore the role of customer education in achieving customer success, including best practices and case studies.

Why Customer Education is Important?

Customer education is vital to achieving customer success because it helps customers fully understand and utilize the products or services they have purchased. It ensures that customers are not only satisfied with their purchase but also continue to use it effectively over time.

According to a study by HubSpot, 86% of customers would be willing to pay more for a product or service if it comes with great customer support. This highlights the importance of providing customers with the necessary knowledge and support to use your products or services effectively.

Best Practices for Customer Education

1. Develop a comprehensive customer education program

To ensure that customers fully understand and utilize your products or services, it is essential to develop a comprehensive customer education program. This program should include everything from onboarding materials to ongoing training and support.

2. Create Clear and Engaging Content

The educational content needs to be clear, engaging, and relevant to the customers. It should be presented in a manner that is easy to understand, and it should use real-life examples and case studies to make it more relatable.

3. Use a variety of educational resources

Different customers learn in different ways. Some prefer written materials, while others prefer videos or interactive tutorials. By using a variety of educational resources, you can cater to all learning styles and ensure that all customers receive the necessary information.

4. Make it Accessible

The educational content should be accessible to customers at all times. It should be available on the company website, social media platforms, and mobile apps. This makes it easier for customers to access the content whenever they need it.

5. Make customer education a continuous process

Customer education is not a one-time event. It is a continuous process that should be integrated into your customer support and engagement strategies. This will ensure that customers are always up-to-date with the latest features and updates.

6. Monitor customer engagement

To ensure that your customer education program is effective, it is essential to monitor customer engagement. Track customer interactions with your educational resources, and use this information to make improvements to your program.

Let’s Look At Some Examples

Several companies have successfully implemented customer education programs to achieve customer success. The following two examples illustrate the role of customer education in achieving customer success:


Salesforce, a cloud-based software company, has a robust customer education program called Trailhead. Trailhead provides users with interactive learning experiences to help them learn how to use Salesforce products.

Salesforce has also been able to reduce its customer churn rate through its customer education program. A case study conducted by Salesforce found that customers who completed Trailhead courses were 2.5 times more likely to remain loyal to the company than those who did not. Additionally, customers who completed Trailhead courses saw a 29% increase in their user adoption rates.

Salesforce’s customer education program has not only improved customer satisfaction, but it has also had a positive impact on the company’s financial performance. In fact, according to a study by Nucleus Research, companies that use Salesforce’s customer education program see an average return on investment (ROI) of 6:1.


HubSpot’s customer education program, the HubSpot Academy, is a key component of the company’s success. By offering free online courses and resources on how to use its products effectively, HubSpot empowers its customers to get the most out of its software. This approach has not only helped the company improve its customer satisfaction, but it has also reduced its churn rate.

In fact, according to a case study by HubSpot, companies that completed HubSpot Academy courses saw a 37% increase in website traffic and a 65% increase in leads. Additionally, companies that used HubSpot’s marketing automation software and completed its certification courses generated 4x more leads than non-certified users.

This data highlights the impact that customer education can have on a company’s bottom line. By investing in customer education, HubSpot has created a loyal customer base that sees the value in using its software and has become advocates for the brand.


In conclusion, customer education plays a critical role in achieving customer success. By providing customers with high-quality, free education, you can increase customer retention rates, customer satisfaction levels, and ultimately, boost profits.

Thank you for reading this edition of Profit Pulse. We hope that you found the information provided useful in understanding the The Role of Customer Education in Achieving Customer Success.

If you have any feedback or suggestions for future editions of Profit Pulse, please do not hesitate to reach out to us. Thank you again for your support, and we look forward to connecting with you in the next edition of Profit Pulse.

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