In the last decade, the fastest-growing position within the C-Suite has been that of the Chief Learning Officer (CLO). With the rise of the C-Suite investment in Customer Education (CE) and the race to hire an intelligent CLO, the message is loud and clear: The key to a successful business is customer education, retention and growth.
Companies are increasingly realizing that customer education is important to build as a scalable strategy. While this takes time and resources, the payouts are worth the investment, and a CLO helps a company through it all. Keep reading to learn more!
The primary responsibility of any C-suite, regardless of industry or market is to future-proof their business. That requires a workforce that knows how to tackle problems in real-time and understands what steps need to be taken next. This is where the CLO enters and reshapes the organization’s learning capability.
It is the CLO that ensures employees are developed, engaged, and retained. This, in turn, impacts three metrics directly:
And one metric indirectly — your revenue. As the importance of a CLO continues to grow, the AVADO research uncovered that there has been a number of changes in executive titles from 2013 to 2019 in response.
The role of the CLO is ever-evolving as learning and education, both at an employee and a customer level, are becoming regarded as key levers for success. Companies are realizing that their education and learning strategies need to go beyond just onboarding to incorporate the latest technologies or tools that allow execution at scale in a repeatable manner.
In 2022 and beyond, companies are seeing a clear trend — customer loyalty stems from their proficiency in the technology. That loyalty translates to higher customer satisfaction, increased product adoption and stronger retention.
All of this is possible in just two ways — by educating and enabling both your employees and customers.
Keep in mind that education is not just a short-term strategy but a long-term one that keeps proactively pivoting as the product evolves. Giving the CLO a seat at the table sends a clear message that the company regards education as a strategically important function.
Fun fact: Most Fortune 50 companies and Fortune 500 companies have a CLO!
With every journey comes its own set of challenges. Even though companies are beginning to acknowledge that education is crucial and not just an afterthought, there are still issues that need to be addressed.
If you are dealing with any of the challenges above, there are two main solutions.
Learn more: Listen to ServiceRocket’s podcast to gain insight on the role of customer education in customer success.:
According to a Forrester study, 90% of companies who invested in an education and training program saw a positive return on their investment. However, keep in mind that you don’t have to do this alone.
Entering into a partnership ecosystem that can help you both grow and scale might just be your ideal solution. At ServiceRocket, we meet you where you are and support your growth with agile, custom education strategies that are aligned to your business goals.
We personalize, digitize and atomize learning to ensure its effectiveness. When you partner with us, you get:
All at a fraction of the cost.
Our offerings were created specifically for companies who understand that education and training are crucial to business growth but have expertise, budget or time constraints to do it in-house. We're here to help.
If you need a growth partner that can quickly set you up for success, let’s talk.