GLN TeachAbout - How Customer Training Drives Customer Success - Katie Warvel

[Paul Terlemezian]

Session Leader Katie Warvel

• When designing training for customers, what assumptions do you make and how does that impact your work?
• Customer training often has to compete for the learner’s budget with other training providers. How does that impact what you offer?
• What is the impact of profitability on customer training and how does that influence decisions by you and the customer?
• What are the implications if the customer training is not successful either because the learner did not make sufficient effort or the trainer failed to teach effectively?
• Are there really no differences between customer education and employee education because the learners are always someone's employee?

The format of this session will be:

1. Five minutes of welcome and introductions
2. Segment A - Ten minutes of listening to the interests and perceptions of those who wish to learn about How Customer Training Drives Customer Success with Katie off-camera and muted.
3. Segment B - Ten minutes of formal presentation by Katie regarding How Customer Training Drives Customer Success.
   
4. Segment C - Ten minutes of listening to the reactions to the formal presentation while Katie is off-camera and muted.
5. Segment D - Ten minutes of open conversation including Katie.

Topic: GLN TeachAbout - How Customer Training Drives Customer Success
Time: Mar 18, 2026 12:00 PM Eastern Time (US and Canada)

https://us02web.zoom.us/j/89063063851?pwd=otWxSGTb5yVraZRjSgnF64WOw...

Meeting ID: 890 6306 3851
Passcode: 717943

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[Paul Terlemezian]

Katie, offered a framework that supported the thesis of the conversation:

1. Adoption rate - the learner applies more knowledge, more effectively sooner
2. Reduced costs of support - either from the help desk, their manager, or their peers
3. Questions get smarter - this results in everyone being more effective
4. Loyalty grows - advocacy and referrals are the evidence

The hard to measure impact of this is the authentically effective culture that emerges.

Katie's also evidenced how well she understand the business of her employer and how the challenges faced by the customers. Her role is to maximize the effectiveness of the provider/client relationship - always and in all ways!

Thank you Katie!