Customer Support Best PracticesI manage about 50 information systems and have some recommendations for EdTech companies and their customer support systems.13h ago13h ago
OffboardingOffboarding is important so don’t just turn your back on former customers. I’ve replaced many school systems and the vendors take it…1d ago1d ago
Follow the DataEdTech companies are like schools in that they are highly idiosyncratic. What works in one school is not easily transplanted to another…Nov 23Nov 23
360 Degree RevOpsRevOps will be a competitive advantage for SaaS companies if they combine all elements into a 360-degree of customers. Early-stage…Oct 15Oct 15
When can we start learning on our own?I read an excellent post from France Q. Hoang about his use of a bot in a higher education class. He provided lots of details about how he…Oct 11Oct 11
Changing BehaviorI enjoy sitting at the intersection of learning and EdTech products. Daily, I learn something incremental about each. I am optimistic about…Sep 29Sep 29
Next-Gen Customer SupportCustomer Support is often seen as a post-sales cost center, but it can be more strategic if integrated with other aspects of a #SaaS…Sep 4Sep 4
Customer (un)SuccessEdTech is a vertical market where the #SaaS vendors should know their prospects and customers extremely well. Unfortunately, in practice…Aug 30Aug 30
Digitizing the Learning ProcessIn an earlier blog post, I thought about how learning will change with AI tutors. Recently, I’ve been thinking about what a school will…Jun 23Jun 23
You are Successful, Now What?Being a successful EdTech companies take a combination of capabilities and luck because GTM strategies rarely work for more than one…Jun 8Jun 8