In this customer-led roundtable, Courtney Hetler-Findlay, Director of Learning & Development at SoftWriters, shares how her team evolved FrameworkAcademy from a customer training program into a strategic driver of adoption, retention, and customer success.
SoftWriters’ story is especially relevant for teams supporting complex products, highly customized customer environments, or learning programs that need to prove value beyond course completion.
Learn how SoftWriters is:
Moving beyond traditional training metrics to tell a stronger business impact story
Connecting learning objectives to customer behaviors and business outcomes
Using Framework Academy to support onboarding, adoption, optimization, and retention
Bringing together learning data, support insights, customer health, and product usage signals
Framing customer education as a contributor to customer success — not just a support function
Asking more mature questions as their program scales, including how education influences retention, growth, and customer confidence
Building a practical impact storytelling model that other customer education teams can adapt
Whether you are building your first impact framework or refining how you report program value internally, this session offers practical language, useful examples, and a realistic look at how impact storytelling evolves over time.