<img height="1" width="1" style="display:none" src="https://www.facebook.com/tr?id=344430429281371&amp;ev=PageView&amp;noscript=1">

Sarah E. Brown

Sarah E. Brown is the Senior Manager of Growth Marketing at ServiceRocket, which helps fast-growing software companies help their customers get the most out of their software through training, utilization and support.
Find me on:

Recent Posts

Bringing The Business Of Customer Education Conference To Pulse 2017 Customer Success Event

Posted by Sarah E. Brown on Feb 27, 2017 11:14:32 AM

Original published February 23, 2017 on Business Wire.

Read More

Topics: Customer Success, Events, Pulse, Training, Customer Education, Conferences, BOCE, Business of Customer Education

Learndot Earns 2 Top LMS Awards

Posted by Sarah E. Brown on Jan 13, 2016 5:35:54 PM

We are proud to announce that our Learning Management System (LMS) Learndot has recently been named Top 3 Customer LMS by two industry authorities: Brandon Hall Group and Talented Learning. In the 2015 Brandon Hall Group Excellence in Technology Awards, Learndot brought home the bronze for Best Advance in Learning Management Technology for External Training Excellence in Technology Application category. Learndot was also recently named a "Top 3 Customer LMS in the World" for 2015 by Talented Learning

Read More

Topics: Learning, LMS, brandon Hall, Talented Learning

Ask Me Anything: CEOs Talk Enterprise Software Adoption

Posted by Sarah E. Brown on Nov 11, 2015 8:30:00 AM

Adoption rates for enterprise software are surprisingly low considering how many resources companies invest in software to run their businesses. 

For example, according to Forrester Research, nearly half of all CRM projects fail. Most of us have experienced software implementations that suffered from lower user adoptions. A Sand Hill Adoption Insight study found that poor software implementations can result in reduced employee productivity and wasted time and financial resources. There is a significant opportunity to improve software adoption and in turn drive customer success for fast-growing software companies and their enterprise customers.

In a recent “Ask Me Anything” webinar, Rob Castaneda, Founder and CEO of ServiceRocket and Aaron Fulkerson, Founder and CEO of MindTouch, tackled this subject. In the hourlong audience-driven Q&A, Aaron and Rob answered frequently asked software adoption questions and discussed strategies companies can employ to achieve desired outcomes by ensuring customers are adopting software tools.

Read More

Topics: Software Adoption, LMS

Interview with Nir Eyal and Bill Cushard: Changing Behavior Through Software Training

Posted by Sarah E. Brown on Jun 8, 2015 9:00:00 AM

We're pleased to share an interview with Nir Eyal, author of the book Hooked: How to Build Habit-Forming Products and ServiceRocket's Head of Training Bill Cushard, moderated by Sarah E. Brown. Nir and Bill discussed how behavior psychology relates to customer training and customer success and how companies can apply psychology to enterprise software training. 

Read More

Topics: Interviews with Experts

Ask Me Anything About Training and Customer Success With Bill Cushard

Posted by Sarah E. Brown on May 28, 2015 5:25:00 PM

As Head of Training at ServiceRocket, Bill has in-the-trenches experience building learning functions in hyper-growth organizations. He specializes in helping customers create long-lasting, loyal relationships between software companies, enterprises and their software by delivering these elements to enable customer success.

Read More

Topics: Interviews with Experts

Enabling Customer Success at SalesLoft - Interview with Katie Rogers

Posted by Sarah E. Brown on May 18, 2015 11:01:00 AM

Fueling 2000% Growth Through Customer Success: An Interview With Katie Rogers, Director of Client Success at SalesLoft

SalesLoft, an Atlanta based startup, is the first complete prospecting platform; it’s quickly emerging as a leading sales intelligence SaaS company with over 2000% revenue growth in 2014. At the forefront of their momentum is their extraordinary commitment to client success, led by Director of Client Success Katie Rogers. Learndot spoke to Rogers about how SalesLoft has grown through training and customer success, best practices their team can’t live without, as well as tips for scaling.

Read More

Topics: Interviews with Experts, Customer Success

Convert Your Prospects Into Successful Customers With Pre-Sales Training

Posted by Sarah E. Brown on Apr 29, 2015 12:14:12 PM
Read More

How To Build Training Programs to Actually Help Your Customers

Posted by Sarah E. Brown on Apr 2, 2015 9:00:00 AM

3 Steps to Building Training for Customer Utility

The ultimate goal of customer training for fast-growing-software-companies (FGSC’s) is driving customer behavior leading to a significant return on investment through your app. According to ServiceRocket Head of Training Bill Cushard reporting on the Kirkpatrick 4 Levels Training Measurement model, only after you’ve achieved all previous levels of customer training measurement can you get to the holy grail of customer ROI.

Read More

Topics: Building Customer Training

5 Steps For Implementing Your First Customer Training Program

Posted by Sarah E. Brown on Mar 20, 2015 9:30:00 AM

For today’s Fast-Growing-Software-Companies (FGSC’s), decreasing churn and increasing Customer Lifetime Value (CLTV) hinges on your customer’s successful implementation of your software. This is crucial both at the beginning of the customer relationship and throughout the customer lifecycle. Yet nearly 50 percent of software implementations fail, resulting in avoidable churn. One of the best ways to move the needle on software implementation is to deliver superior Customer Training. But if you don’t have a formal Training program, your Customer Success team ends up delivering education to your customers on an ad-hoc, reactionary basis. These interactions are exorbitantly human resource-intensive and are ultimately unscalable.

Read More

Topics: Building Customer Training

How To Train Your Customers To Reach First Value ASAP

Posted by Sarah E. Brown on Feb 25, 2015 3:42:00 PM

Onboarding is one of the most delicate (and critical) periods in the customer lifecycle. After the sale closes, when CSMs and CEMs first engage the customer (if they haven’t already come through pre-sales, to help drive success during a free trial), onboarding is the first chance to help your customers achieve success. Delivering the right customer training is paramount to ensuring your customers reach “First Value” as soon as possible during onboarding. “First Value” or “First Value Delivered” (FVD) is defined as the initial success your customer has with your software, according to your customer’s definition of success. Like Customer Acquisition Cost (CAC), ARR (annual recurring revenue), MRR (monthly recurring revenue), Customer Lifetime Value (CLTV), and churn, time to value (TtV) is now one identified by industry experts as a crucial metric that counts for SaaS customer growth and as a predictor of ongoing customer retention.1 

Read More

Topics: Customer Success Education

Subscribe to Email Updates

Posts by Topic

see all

Written by

comments powered by Disqus