The 4 Customer Education Experts Every SaaS Leader Needs to Follow in 2025
Are you looking to take your customer education program to the next level? I’m in the trenches of customer success, and I can tell you that these four resources have fundamentally changed how I approach customer education. They're not your typical surface-level guides; they're deep dives into what really works when scaling customer education in complex SaaS environments.
Why These Resources Matter Now
The SaaS landscape has transformed dramatically. Your customers aren't just looking for basic support anymore – they're demanding sophisticated educational experiences that empower them to succeed independently.
This shift has placed customer education at the heart of customer success management. Consider this: according to a Forrester study commissioned by Intellum, companies with formalised customer education programs improve top-line revenue by an average of 7.6%.
Yet many organisations still struggle to scale their customer education initiatives effectively.
Your customers expect more sophisticated support, and basic onboarding just doesn't cut it anymore. That's why I'm sharing these game-changing resources that have shaped my approach to customer education.
The Strategic Framework: Adam Avramescu's "Customer Education"
If you're wrestling with scaling your customer education program, Avramescu's book is your new north star. Having led education initiatives at Slack and Optimizely, he gets it. His framework for measuring education ROI isn't theoretical – it's battle-tested in high-growth environments.
Adam Avramescu, Vice President of Customer Education at Personio and co-host of the CELab Podcast, joins the show to share his thoughts on the evolving role of customer education in digital customer success.
The Onboarding Revolution: Donna Weber's "Onboarding Matters"
Weber's approach to orchestrated onboarding has changed how I think about customer adoption. Her book goes beyond the basics, showing you exactly how to create learning experiences that drive real value. Her blog has many valuable insights into customer success.
The Practical Insights: CELab Podcast with Dave Derington
Need real-world solutions? The CELab podcast is my go-to resource. What I love about Dave's approach is how he tackles the nitty-gritty challenges we all face. Each episode feels like a personal mentoring session with industry experts.
The Learning Design Bible: Julie Dirksen's "Design for How People Learn"
Don't let the broad title fool you – this book is a powerhouse for customer education design. I return to it constantly for insights on creating learning experiences that actually stick. Her research-backed approaches have helped me design programs that scale effectively without losing impact.
What makes these resources so valuable is their focus on sophisticated, scalable approaches. They understand the challenges you face as a customer education leader – handling complexity, proving ROI, and driving measurable outcomes.
I'd love to hear your thoughts. Have you implemented any strategies from these experts? Or can you recommend additional resources? What's worked in your program?
Let's share experiences in the comments below.