Where Customer Empathy Meets Authenticity: Success Academy’s Cloud Learning Center
As a member of SuccessFactors Customer Success Innovations team, I have the pleasure of helping launch and communicate many of the improvements that deliver value to SuccessFactors current customers.
In general, I measure the success of a customer innovation via two scales:
1.) Are we empathetic to our customers’ needs?
2.) Are we delivering and communicating an authentically helpful improvement?
It’s this sweet spot, of empathetically listening to our customers’ needs and crafting a solution that authentically delivers value, which form the pillars of the Cloud Learning Center. Success Academy, the brains behind the Cloud Learning Center, is a group within SuccessFactors with a mission of improving an administrator’s product knowledge to form the critical link between what a technology can do with what a customer’s company achieves.
True to this mission, the Cloud Learning Center, launched in October, allows administrators to access guided product training, divided by digestible sub-concepts, within SuccessFactors very own Learning product. Here’s an inside view of the layout and basic functionality.
My original premise stated that an innovation should connect customer empathy, to understand a need, with authenticity, which delivers genuine value. Because the Cloud Learning Center enables customers to leverage engaging administrator training, which allows them to achieve their companies’ goals, this innovation has all the core ingredients that make a success.
But success shouldn’t rest—and the Success Academy team will continue to add and refresh content to make sure SuccessFactors administrators are getting the value they deserve.
Senior Marketing Analyst, Customer Success Innovations
SuccessFactors, an SAP Company
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