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Customer Education Design and Agile a Perfect Fit

Posted by Julia Borgini on Jul 13, 2017 6:00:00 AM

Many of today's technology companies use an Agile methodology to develop their software, like Scrum, Adaptive software development (ASD), Crystal Clear methods, and Extreme Programming (XP.) Many more use Agile in their non-software development business processes like marketing and product management. The iterative and collaborative nature of Agile allows people to focus on more than just the end product. Learning designers who are tired of the inflexible approach of ADDIE and more waterfall-related development methodologies might want to take a look at Agile and see how it can work for them.

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Topics: Learning, Customer Education, Agile, scrum, Instructional Design, SAM

New Ways to Engage Learners Outside the Classroom

Posted by Julia Borgini on Mar 9, 2017 9:48:12 AM

The stand-alone conference is one way to engage learners outside of the classroom and gather like-minded people for networking and knowledge sharing. This is a the more 'traditional' or 'standard' type of event, where a company holds sessions on their topic of choice and invites subject experts to give talks and seminars on them. Think HBaseCon from Cloudera, MuleSoft Connect from MuleSoft, and Couchbase Connect from Couchbase.

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Topics: Research and Trends, Learning, Conferences, Business of Customer Education

Two Required Tools for Live Online Learning Engagement

Posted by Donna Weber on Feb 14, 2017 8:49:16 AM

“Hello? Is anyone out there?” I found myself asking while delivering one of my first live online classes. I’m having a “black hole syndrome” moment, and I’m panicked that I lost my connection and stranded my students. There are many reasons to launch a live online program, but how are you engaging students and ensuring they learn something?

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Topics: Learning, Live Online Training, GoToTraining, Webex, Adobe Connect

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

Learning Apps You Didn’t Know About But Really Should Use

Posted by Julia Borgini on Jan 13, 2017 2:16:30 PM

When it comes to customer education programs, most training teams focus on the development and delivery, as that's where their strengths are. Yet there are other equally important aspects that have significant impacts on customer outcomes too. I'm talking about the sales and marketing of training programs, as well as analysis and reporting. And given that there are entire disciplines centered on these topics, it's no wonder many education teams are ignoring them.

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Topics: Learning, Training, Apps, Learndot, Ecosystem, Learning Apps

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

Should the LMS take a Platform Approach?

Posted by Julia Borgini on Nov 10, 2016 5:03:00 AM

It is no secret that learning management systems (LMSs) have low customer satisfaction rates. Brandon Hall's research shows that 45% of customers are satisfied with their LMS, and 47% of  people surveyed are seeking a new LMS. Two of the six top reasons why people are so dissatisfied are: 1) poor reporting features; and 2) inability to adapt to changing needs. In a fast moving world, number two is a difficult challenge for any software provider building a product to satisfy customer needs. Customer education professionals have fast moving and unique needs, and it seems LMSs are chasing these needs with little success.

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Topics: Learning, Learning Management System, Apps, LMS, brandon Hall, Platform

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

3 Questions that Demystify Training Effectiveness Analysis

Posted by Julia Borgini on Oct 20, 2016 5:01:00 AM

As a customer education professional, you know how important it is to measure your program's' effectiveness. You want to make sure that it meets the needs of the participants and meets the business goals you set out for it. However the thought of doing a deep dive into your training program's results is scary. Probably because that means wading through a stack of paper feedback forms or attempting to use a database program that has more options and features than NASA Mission Control.

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Topics: Learning, Training, Customer Education, Assessments

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