Playbooks, frameworks, and benchmarks for building a customer academy: course design, enrollment by segment, certification programs, and completion data that changes renewal outcomes.
A two-week playbook for launching a B2B SaaS customer academy without hiring an instructional designer. Covers scope, content sourcing, course structure, enrollment, and launch.
ComplianceA practical guide to compliance requirements for B2B SaaS customer academies: SCORM export, SSO configuration, SOC 2 posture, and GDPR handling of learner data.
PlaybooksA 90-day playbook to compress time-to-first-value by 40% using a customer academy. Includes weekly milestones, metric targets, and the exact enrollment rules.
StrategyA mechanism-level breakdown of why customer onboarding fails and how activation gaps produce silent churn in B2B SaaS. Includes the four failure modes and training density fix.
FrameworksA decision framework for CX leaders choosing between a help center and a customer academy. Includes a scoring rubric, coverage table, and when to run both.
PlaybooksThe seven course archetypes every B2B SaaS customer academy needs in year one, with structure, length, target audience, and sequencing guidance.
FrameworksAn advanced guide to designing a customer certification program whose completion correlates with product usage and renewal probability, with question design and scoring rules.
BenchmarksLive one-to-one product training looks cheap until you count CSM hours, ramp drag, and churn. A breakdown of the real cost of Zoom onboarding for B2B SaaS teams.
MetricsA finance-team ROI model for a B2B SaaS customer academy. Includes the payback math, benchmark inputs, and the four line items where returns actually show up.
PlaybooksA step-by-step workflow for turning a single Gong or Zoom demo recording into a five-lesson product course with quizzes, certification, and enrollment rules.