Every Company is Actively Building 2 Products
1. External Customers that are consuming
2. Internal Customers that are creating
It becomes a problem of scale.
You must answer both to be able to scale.
Build onboarding/customer service team.
Build white papers
Build ticketing system
Build LMS/Academy
Build Intranet...
Thats just a broken way to think.
1. Learning must be in-app: Don't force people to leave and come back.
2. Must be cross-platform: Cant have experiences that bridge platfomrs
3. Must be accessible: Available where people are
4. Must be proactive: remedial training and bite sized content
5. Combine Multiple learning types: Have micro content
Doing adoption for the internal and external is a path towards scale.
Either User Retention for External or User Retention or Employee Retention for the internal product.
Adoption is greater than process, which is greater than tools. You MUST get adoption.
