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The 7 Elements of a Software Training Course Design

Posted by Bill Cushard on Apr 14, 2016 10:40:00 AM

If you've ever asked: "What is the difference between designing a software training course and developing it...and why does it matter?" The answer is simpler than it may appear. And it is important in helping you create a repeatable, scalable, and un-daunting approach to creating software training courses.

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Topics: Building Customer Training, Training, Design, Instructional Design

Pricing Strategies That Maximize Sales of Software Training

Posted by Bill Cushard on Jul 22, 2015 4:55:00 PM

Early stage enterprise software companies that begin to build a customer software training function focus much of the early work on building content, finding people to deliver it, and figuring out how to set up the technology to handle registrations and virtual delivery of the training. It takes so much effort to make all of that happen that no one thinks to ask, "How should we price our training?" If people do ask, it is late in the game, and in the interest of expediency, the decision is made to make the training free because "it should be part of the service and customers expect that to be built into the subscription price."

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Topics: Building Customer Training, Training is Customer Success, Training

Resources to Learn to be a Trainer for Customer Success Professionals

Posted by Bill Cushard on May 22, 2015 8:00:00 AM

Required Resources for Customer Success Managers and Professionals to Excel in Customer Education

If you work in customer success, it is likely you have been asked to “train” new customers on your product. After all, one of the most important things that can impact customer success is training. OK...I'm biased. But many organizations are structuring customer success organizations with training as a core function or at least a support function. Training customers is critical for adoption, which is why you have been asked to start doing it. The problem is that you are not a trainer and have not learned the ins-and-outs of it.

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Topics: Building Customer Training

5 Ways To Keep Customer Training Current When Your Software Changes Every Week

Posted by Bill Cushard on Apr 15, 2015 11:30:00 AM

One day a feature is in.

The next day it's totally different.

How do you plan for change? 

As an enterprise software company, developing training courses to teach your customers how to use your software is crucial for adoption and retention. In a perfect world, it would be possible to develop training content once and be done with it. But in the real world, you are developing training content when you know the software will change so much that it seems like as soon as you finish your training materials, they will be outdated.

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Topics: Building Customer Training

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.

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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.

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Topics: Building Customer Training

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