Customer Enablement Asset Examples

Use customer enablement assets any time you want to streamline the customer experience, especially around:

• New customer onboarding
• Expanding product usage across teams
• Launching new features or workflows
• Driving adoption rates and retention
• Supporting upselling or renewals
• Reducing support tickets

They’re also useful throughout the full customer lifecycle, from day-one onboarding to long-term customer success enablement.

A solid piece of enablement content includes:

• Clear, concise instructions
• Tailored content based on customer needs or segment
• Visuals or short videos where appropriate
• Links to supporting FAQs or your knowledge base
• Actionable next steps or embedded templates
• Integration with tools like your LMS or CRM, if relevant

Store everything in one place, like a Dock workspace, to keep it easy to find and reuse.

• Start with high-impact use cases—don’t overbuild.
• Talk like your customer. Skip internal jargon.
• Empower customers to self-serve with searchable knowledge bases and real-time help.
• Make training materials modular so they’re easy to personalize.
• Track what’s working. Use metrics like product usage, adoption rates, and NPS to measure effectiveness.
• Use Dock to create consistent, customer-facing spaces with all relevant content in one link.

• Creating too much content and overwhelming new users.
• Letting your enablement resources get stale—update them with each new feature or process change.
• Relying on manual follow-up instead of automation where appropriate.
• Ignoring customer feedback when building enablement materials.
• Burying the good stuff in forums, outdated wikis, or disconnected support systems.
• Failing to align enablement efforts between CS and sales teams.

A good customer enablement strategy is all about clarity, consistency, and collaboration.

Enablement content should be accessible to anyone who supports the customer—CSMs, onboarding specialists, sales reps, and support teams. If it’s buried in someone’s Google Drive, it’s not helping anyone.

To actually put this content to work:

• Store it in a central CRM or a Dock workspace, where teams can organize, personalize, and share content in one place
• Train enablement managers and CS leaders on how to use Dock’s content management system to tailor assets by customer segment or lifecycle stage
• Share new materials during standups, internal forums, or Slack to keep everyone in the loop
• Use a tagging system to map content to key points in the customer journey—onboarding, renewal, expansion, etc.

The goal is to make it dead simple for anyone on the team to find the right resource at the right time.

Here’s how to deliver it to your customers:

• Send a customized onboarding workspace post-sale
• Drop video tutorials, templates, and timelines in a shared Dock link
• Share real-time updates with in-app messaging or email
• Send webinar invites to deepen customer education
• Link to training materials or knowledge base articles based on behavior or lifecycle stage

The right tools—like Dock—make it easy to create repeatable, personalized content for every customer segment.

Here are the metrics to watch:

• Time-to-value – How fast are new customers getting set up?
• Support ticket volume – Are FAQs and self-service docs reducing requests?
• Customer satisfaction and NPS – Are users happy and likely to refer others?
• Adoption rates – Are users adopting the right features and workflows?
• Customer retention and churn – Is your content helping reduce customer turnover?
• Engagement insights – Dock’s analytics show who viewed what, when, and how often
• Enablement resource usage – Track which assets your CS team is using
• Renewals and upselling metrics – Tie content engagement to expansion and renewals

To round out your customer enablement program, consider these channels:

• Forums & communities: Peer-to-peer learning drives customer loyalty. Use forums and online communities to share best practices, surface common challenges, and highlight power users.
• Social media: Amplify your customer education efforts by repurposing video tutorials, feature updates, and success stories into quick-hit content on LinkedIn or Twitter.
• Referrals & advocacy: Well-enabled customers are your best brand advocates. Point satisfied users toward referral programs or invite them to join customer webinars or panels.
• In-app enablement: Trigger contextual help based on where users are in the product. This can reduce support tickets and improve the user experience at scale.
• Learning management systems (LMS): Use an LMS to deliver formal training programs, track completion rates, and onboard at scale—especially for larger customer bases.

Effective customer enablement isn’t just about throwing content at customers—it’s about helping them succeed faster, stick around longer, and tell others why they love your product. With the right strategy, tools, and collaboration across teams, you can turn enablement into a growth driver.

Want to build a better customer enablement experience? Start by organizing your assets in Dock.