Why Customer Education is a Good Customer Success Strategy

Sarah Sproehnle was Cloudera Employee #20, so she's seen the company through a lot of interesting times. From when it was just a small start-up to its new IPO state, Sarah's seen it all. While initially hired to build a training organization, Sarah is now the VP of Customer Success. She brought the idea of having a formal CS department to Tom Reilly, the CEO of Cloudera, since she knew it would help the company achieve some of the overall business goals they were working on.

Tom knew it was a good idea, but when he took a look at some of Cloudera's KPIs, he realized it was even more critical. He looked at the intersection of:

Customers who had training, The number of support calls they received (and from which customers), and Customer expansion rates.

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