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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

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