Edgenet Academy: Building Relationships in the Age of the Customer

Edgenet Academy: Building Relationships in the Age of the Customer

Edgenet Academy Group Photo
...we wanted to get closer to our customers, and understand any challenges they may face with our products so we could adjust our software accordingly.

by Madeline Harrell

 

The Creation of Edgenet Academy

How does a company build relationships with their customers?
This is, perhaps, one of the largest challenges facing tech and SaaS companies today. For customers, it can be easy to assume the people behind tech companies are actually computers themselves.
At Edgenet, we know our customers face many technical challenges when entering and managing their product content daily, which is why we designed our line of products. But how could we take our customer service to the next level? 
 
Edgenet understood that we wanted to put customer success at the forefront of what we do, which meant teaching our customers to get the most out of our products. What do people need when they want to learn? Training. Classes. And so, Edgenet Academy was born.
 
For our customers, Edgenet Academy began as an invitation to learn about the products that Edgenet has to offer: their capabilities, why they are useful, and how to leverage them to get the most out of your product content. For Edgenet, we wanted to get closer to our customers, and understand any challenges they may face with our products so we could adjust our software accordingly. We dialed up our customer empathy (a quality that is sorely lacking in our industry), and used feedback from our customers to craft the lesson plans.
 
Nothing is more powerful or useful than feedback from your customers. Once they know how to use your product, you can sort through the easily solvable issues to the true bugs within the software, usability issues, and any other more general ways you can improve your product. Creating an open line of communication with your customers means you can anticipate problems before they arise, and hone a superior product.
 

What Is It Now?

Edgenet Academy began as a very high level overview of our products, and has only grown more detailed and niched over time as we learn more about our customers. Now that we have Academy sessions scheduled by industry type, we can get into more specific software issues our customers face. These sessions are open to people of every level of their company, so we get the facts from everyone spanning from junior staff to C-level, leaving no stone unturned in the quest for product improvement.
 
When preparing for an Academy, we make sure our clients have what they need professionally, but we provide some fun too. A lot of our customers follow the same “work hard, play hard” model that we do, and we always plan for it. We provide unparalleled customer support and learning session from 8:30am-4:30pm, then show our customers a good time in downtown Music City, doing everything from group dinners to visiting Nashville’s famous Honky Tonks. Because as much as we want to provide an educational time, it’s also important to have a good time.
 

What’s Next?

Edgenet Academy has always been value driven, always growing to meet the changing needs of our customers. We help brands make sure the content they provide fits their growing audiences. We’ve begun to include more people in different positions and verticals across our customer’s companies, and our lessons become more niched, based on attendees and their feedback. We know the ultimate way to grow our company is to grow our customers’ companies, and knowledge and relationships are the best way to do that.
So take it from us: the next time you’re wondering how your company can provide more value to your customers, remember, all you have to do is ask.
 
 
If you’re interested in attending an Edgenet Academy event, please email edgenetacademy@edgenet.com
 
 
To hear more from Madeline, visit her LinkedIn.
 

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