Connecting the Dots: Recent Episodes
Mel Bilge and Bill Cushard
Our mission is to be coveted by fast-growing software companies as the single most reliable partner in the acceleration of their growth. Connecting the Dots is a podcast from Learndot by ServiceRocket, in which Mel Bilge and Bill Cushard talk to interesting people in the SaaS and open source software services and customer education ecosystem.
In this episode, we talk to Kirsty Roper, content delivery coordinator at Redgate Software.
- Connect with Kirsty on Linkedin.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Michele Wiedemer, manager of customer education at Snyk, about her process for creating video tutorials.
- Connect with Michele on Linkedin.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Donna Weber, author of Onboarding matters: How successful companies transform new customers into loyal champions.
- Connect with Donna at her website
- Get Donna’s book
- Article 1 Donna talked about: Onboarding ≠ Implementation
- Article 2 Donna talked about: Whoever Understands The Customer Best Wins
- Article 3 Donna talked about: You Don't Want Happy Customers
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Malachi Hopoate, customer education manager at Awardco about running a one-person customer education team.
- Connect with Malachi on Linkedin.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Alex Matheson, manager of customer education at Code42 about video production in customer education.
- Connect with Alex on Linkedin.
- Check out Alex's bloopers on a recent Linkedin post.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Bear Shelton, manager of customer education at Lucid.
- Connect with Bear on Linkedin.
- Lucid education resources.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Melissa VanPelt, vice president of global education & advocacy at Seismic.
- Connect with Melissa on Linkedin.
- That Seismic University press release we talked about.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
This is a webinar recording describing updated to our customer education maturity model. We call it a redux. First launched in 2014, we felt this was long over due for an update.
- You can get the video recording here
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Stephanie Pellegrino, head of customer education and training at Gong.io.
- Connect with Stephanie on Linkedin
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
Mel and Bill talk about user groups in a COVID world. We started a user group. Are software companies doing user groups anymore? Why/Why not?
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Mikey Dowsey from the Customer Education Management Association (CEdMA) on the new Certified Technical Training Manager Program (CTTM).
- Learn more about CEdMA
- The CEdMA book: Technical Training Management
- The Certified Technical Training Manager Program (CTTM)
- Video describing the CTTM
- Connect with Mike on Linkedin
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
Mel and Bill talk about training credits. The why, what, and how.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Jarin Schmidt, chief experience officer at Credly about digital badging in customer education
- Learn more about Credly.
- Connect with Jarin on Linkedin
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Lee Berkman about how Cloudshare integrates with LMSs like Learndot to spin up virtual environments automatically as part of hands on customer training offerings.
- Learn more about Cloudshare
- Connect with Lee on Linkedin
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
This episode is a recording of a webinar we did with Holly MacDonald of Spark + Co. It is a follow up to episode 11 about how to take a product management approach to customer education. Value proposition design and game thinking and empathy.
- Holly is an Articulate Hero
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
In this episode, we talk to Holly MacDonald of Spark + Co, about how to take a product management approach to customer education. Value proposition design and game thinking and empathy.
- Holly is an Articulate Hero
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
This is part two in a two part series in which Mel and Bill talk about owning renewals, negotiating the renewals, and lessons learned building a customer success team that does own the renewal.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
This is part one in a two part series in which Mel and Bill talk about owning renewals, negotiating the renewals, and lessons learned building a customer success team that does own the renewal.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
This is a webinar recording describing how software companies can use customer education to grow the company. To treat customer education as a growth driver just like marketing or sales or customer success.
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
Mel and Bill talk about customer advisory boards (CABs).
- Mel on Linkedin
- Bill on Linkedin
- Contact us at Learndot.com
Normally, Mel Bilge and Bill Cushard are both on the podcast, but this episode is something different. It is a recording of a webinar we did on Wednesday, November 18, 2020. The title is How to create your 2021 education services plan.
Here is a link to get the video recording.
Here is the link to the slides.
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- Mel on Linkedin
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Mel Bilge and Bill Cushard discuss defining and documenting the customer success process
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- Mel on Linkedin
- Bill on Linkedin
Mel Bilge and Bill Cushard discuss implementing quarterly business reviews.
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Mel Bilge and Bill Cushard discuss high touch customer success and why being scalable and low touch isn't all it's cracked up to be.
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Mel Bilge and Bill Cushard discuss the importance of account ownership in SaaS customer success.
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Mel Bilge and Bill Cushard discuss why net revenue retention is a growth metric.
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