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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

What is Performance-based Certification in Customer Education?

Posted by Kristine Xu on Aug 8, 2016 11:00:00 AM

When valuable time is put into developing and selling software and then educating your customers to use it, it’s important to make sure your customers actually learn how to use your software. However, the challenge with any software implementation is making sure users aren't just knowledgeable about using a tool, but that they can perform job tasks with your software.

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Topics: Learning, LMS, Instructional Design, Performance-based Certification, Certification, TrueAbility, Judith Hale

Should You Hire Customer Education Generalists or Specialists?

Posted by Bill Cushard on Jul 25, 2016 9:25:07 AM

Of all the customer education roles you could have on your team, when it comes to hiring someone to deliver training or someone to develop training, you will need to make a tough decision about which role to hire first. To make this decision easier, consider what type of training you will provide your customers. If you intend to provide only self-paced eLearning, you will start with someone who can develop content. Since no one will "deliver" training, you will not need an instructor. However, if you will offer live training or blended learning experiences, you will need both the skills of developing content and delivering training. 

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Topics: Training, Customer Education, Instructional Design

Without a Software Training Course Diagram, Your Customers Are Lost

Posted by Bill Cushard on Jun 8, 2016 12:53:51 PM

As Robert Castaneda, founder and CEO of ServiceRocket, likes to remind me, "Show me the diagram. Every course needs a diagram." What does he mean? The diagram is the conceptual image that explains the higher purpose of your software product, a workflow process in your software, or the overall concept of what is possible with your product. It is used at the beginning of a course and frames what a course will cover.

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Topics: Learning, Customer Education, Instructional Design

Customer Education Event: Develop Your First Software Training Course

Posted by Bill Cushard on May 16, 2016 1:17:56 PM

If you are new to the job of managing your customer education programs, one of the first things you realize is how overwhelming it is to develop training content, especially when you don't have a lot of resources. There are so many things to consider: determining your customer education strategy, figuring out what customers actually want, deciding what course to create first, determining what topics should be covered in that first course and what topics to leave out. And these a just scratching the surface of what you need to do.

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Topics: eLearning, Learning, Enterprise Software, Training, Customer Education, Instructional Design

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

New eBook: How to Get Ahead of Customer Education Needs

Posted by Bill Cushard on Feb 23, 2016 6:00:00 AM

There comes a time in many enterprise software companies when customer education becomes a priority. Your product starts to gain traction, customers start asking for (demanding) training, and they begin to expect real training. What makes things even more scary is that these training requests seem to snowball. Now, multiple customers want training in the same week, you don't have any materials, and you are the only one doing training. Too late to say "No" because sales has already promised training.

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Topics: Learning, Training, Design, Instructional Design

Designing Training Focused on People, Not Features

Posted by James Tacker on Feb 12, 2016 6:25:36 AM

In a recent LA Times column, featured high school calculus instructor Anthony Yom propelled his students to achieve a 95% pass rate for the AP calculus exam. The impressive part is he achieved this feat in an underpriviledged part of Los Angeles not known for high acadeic achievement.

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Topics: eLearning, JIRA, Atlassian, Training, Design, Learndot, NGINX, Instructional Design

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