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Welcome to the Intro to Program Strategy Course (1:08)
- Define Program Objectives
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What is Customer Education? (2 min read)
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Benefits of Creating a Customer Education Program (7 min read)
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Your Guide to Creating a Customer Education Program (10 min read)
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Creating a Customer Education Strategy (9 min read)
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Defining your Customer Education Strategy (5 min read)
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Education Business Models (5:57)
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What's the Right Model? (2:50)
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5 Steps to Model Definition (7:01)
- Audience
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Understanding your Audience (2 min read)
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The Role of your Audience (19:45)
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A look at Audience Archetypes (17:32)
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Defining your Education Mix Based on your Audience (11:25)
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Using the Formula to Meet your Audience's Needs (2:09)
- Infrastructure/Team Setup
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The Ideal Customer Education Team (1 min read)
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How to Build a Customer Training Team (16 min read)
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5 Ways to Ensure Training is Cross-Functional (5 min read)
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How Customer Education and Customer Success Can (and Should) Collaborate (2 min read)
- Technology
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Choosing Technology that Works (7 min read)
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The 2020 B2B Customer Enablement Landscape (9 min read)
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Choosing the Right Technology for External Training (10 min read)
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Customer Education Strategy 101: Technology (6:22)
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Best Practices for Launching an LMS (Template)
- Budgeting
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6 Ways to Secure More Training Budget (11 min read)
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Create a Budget (3:26)
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What's in your Budget Proposal? (12:37)
- Monetization
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Introducing 3 Customer Education Business Models (1:00)
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How to Price and Package Customer Training (14 min read)
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Building a Business Case For Customer Training (13 min read)
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The Free Training Fallacy: Why Paying for Training isn’t a Roadblock (6 min read)
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Exploring a Subscription Model for Training (6:59)
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Myths and Realities: Free- and Fee-Based Training (3 min read)
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Three Business Models to Consider When Charging for Training (5 min read)
- Certification
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Badges, Certificates, and Certifications: A Comprehensive Guide to Credentialing (15 min read)
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What are Credentials? (1:16)
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Badges (2:41)
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Certificates of Completion (1:26)
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Assessment-Based Certification vs General Certification (3:05)
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High Stakes vs Low Stakes Certification (5:06)
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How Your Goals Inform Your Strategy (5:26)
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Risks & Process (2:56)
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How to Align Customer Training With Certifications (9 min read)
- Up Next
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Survey/Feedback
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Summary
Intro to Program Strategy
This course is designed to give you an overview of key topics surrounding your Customer Education Program Strategy.
Developing a Customer Education program strategy is essential. It ensures your program helps you meet your business goals, and provides the right content to the right audience. Whether you are creating a new program from scratch or want to revamp your current strategy, thinking through the topics covered in this course is a great place to start.
This course was designed to ensure that you have a baseline knowledge across the wide range of topics that relate to Program Strategy in Customer Education. Since everyone has a wide range of existing knowledge and experience, feel free to skip around and cover the sections that you’d like to touch on before taking the certification exam.
In this course we cover: Program Objectives, Audience, Team Setup, Technology, Budgeting, Monetization, and Certification. As you navigate the course, don’t forget to check out the lesson summaries for additional details around a topic, as well as helpful links for you to explore further.