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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.

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

More Content Marketing Strategies Training Pros Can Steal

Posted by Julia Borgini on Feb 22, 2017 10:27:27 AM

We talked a while ago about the content marketing strategies you can steal to help market your training, but are there other strategies you can use to manage and develop training programs? Sure! Let's take a closer look.

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Topics: Training, Marketing Automation, Customer Education, marketing, Software Training, Promotion Strategies

Double Your Training Margins with Live Online Training

Posted by Donna Weber on Jan 18, 2017 5:05:00 AM

You finally create a course or three with your small team, and customers buy your instructor-led training offerings. Congratulations. Now, how to meet the growing demand to deliver classes across the globe? Explore live online training.

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Topics: eLearning, Learning, Customer Education, CRM, Online Training, Live Online Training

How to Show the Value Customer Education Brings to Your Business

Posted by Julia Borgini on Jan 17, 2017 9:05:00 AM

Many an article has been written about the rift between sales and marketing, but what about the one between training and everyone else in a business organization? Customer education is not just about training customers, but rather, it's a service that drives customer success and overall business growth. So why do other teams like sales, finance, marketing, and even executive teams not understand what training can do for the bottom line?

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Topics: GoodData, Customer Education, Avalara, AvaTax, CRM, PayPal

Trust me: Scalable customer education is not all that

Posted by Bill Cushard on Dec 2, 2016 10:20:46 AM

I know what you're thinking. Or at least I know what your management team is asking you to think and then do.

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Topics: Learning, Customer Education, LMS, Instructional Design

The best way to improve hands-on training is with clear instructions

Posted by Bill Cushard on Nov 15, 2016 1:55:33 PM

One of the biggest mistakes I see made in hand-on training activities is a lack of clear instructions for what to do in the activity. How many times have you been in a training course, the trainers says, “OK. Now you try it.” Most of the class looks up and says, “Wait. What do you want us to do?”

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Topics: eLearning, Learning, Training, Customer Education

Customer education technology adoption trends for 2016

Posted by Bill Cushard on Nov 8, 2016 5:03:00 AM

This month, the ServiceRocket Software Training Blog is focusing on the learning technology ecosystem. It is fitting that on Friday, I read through the 2016 Technology Adoption and Spending Report: Education Services published by the Technology Services Industry Association (TSIA). I read this report to stay current on what technologies education services teams are adopting and plan to spend money on. After reading this report, I have three observations that I would like to share.  

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Topics: Customer Education, LMS, Hortonworks, TrueAbility, Education Services, Benchmarking, TSIA, CRM

Hey Training Pros: Are you confusing operational and results metrics?

Posted by Julia Borgini on Nov 3, 2016 11:22:54 AM

Part of the process of creating customer education programs is to know what happens after participants take the training. Metrics are a good way of analyzing how the program is doing. You can look at the number of participants, the number of completions, the feedback you received, product usage, customer outcomes, and more.

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Topics: Customer Success, Learning, Customer Education, KPIs, Customer Outcomes, Outcomes

Linking Customer Education to Product Use and Adoption

Posted by Bill Cushard on Nov 1, 2016 5:04:18 PM

We spend a lot of time talking with customer education professionals about how to demonstrate the value of training. There are many ways to do it, but we focus on linking training activity to customer outcomes. Training activity and customer outcomes are terms that could mean all kinds of things. Clearly defining each term might be the biggest challenge in undergoing a project to link training to outcomes, precisely because there are so many ways to define training activity and customer outcomes. 

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Topics: Customer Success, Analytics, Customer Education, Evaluation, Customer Outcomes, Outcomes, TSIA

Use Gamification in Customer Education to Influence Product Use

Posted by Julia Borgini on Oct 27, 2016 5:03:00 AM

Over the last year or so I've been transitioning from a PC laptop to a MacBook and it's been a bit of a challenge. Things I've been used to doing one way are done slightly differently on the Mac, so I've had to alter the way I work on a computer now. While I haven't had to take any training on how to use a Mac, I've spent my fair share of time searching online for solutions on how to do these things on it.

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Topics: Customer Success, Customer Education, Gamification

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