- Live Customer Training How do organizations make boring ol' knowledge transfer into an invigorating customer experience, an exciting job for our trainers, and effective at getting customers not just to [i]understand the product but to [i]use the product?
- Customer Learning What have organizations done to establish a coordinated strategy of educating customers across many media (email campaigns, live training, documentation, in-app guides, etc.), with a consistent voice and style t'boot?
- Customer Project Management How formal is too formal? Especially during launch, but also during other parts of the customer journey, what are the components of a standard project experience that's easy for your team to deploy repeatedly and for your management to hold them to, but that also accounts for each customer's particular quirks, needs, and necessary delays?
- Skill Development / Continuous Improvement What are you actively doing to nurture skills & knowledge in each area of your customer success organization?
What are you all interested in exploring at Pulse? I'd love to learn what the Big Questions are for you in the coming months -- it seems that some trends end up bubbling up every year.