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Why Software Companies Should Develop a Certification Program

Posted by Julia Borgini on Sep 1, 2017 6:38:00 AM

We've been talking a lot about certifications lately, whether they're worth it for employees, candidates, and employers. The good, the bad, and the ugly. Many companies are developing their own certification programs as a companion to customer education, which are then becoming industry standards for technologies (like the Microsoft or Oracle Certifications).

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Topics: Enterprise Software, Certification, certification programs

Without a Goal You Have No Customer Education Strategy

Posted by Bill Cushard on Aug 31, 2017 10:42:30 AM

Before you even think about developing a customer education strategy, you must begin with a goal. It sounds simple enough, but too often, people who lead efforts to develop software training programs for customers just start developing a strategy, or worse, just start training customers on product features, without a clear vision for why education is necessary in the first place.

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Topics: Customer Education, Software Training, Strategy

If You Stop Teaching Features, Your Customers Might Actually Learn Something

Posted by Bill Cushard on Aug 10, 2017 5:31:15 PM

When your customers say your training is ineffective or you see from reports that product use does not increase following an education intervention, one of the questions you should ask yourself is, "Are we helping customers understand the context for why our product exists and why they need to learn it?" One major problem with software education is that it is focused primarily on helping people learn features. Learning features without understanding basic concepts and without understanding "why" will often leave people bewildered about how to use the software.

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Topics: Customer Education, Instructional Design, Bloom's Taxonomy, Levels of Learning

How to Convert Live Courses into eLearning in 7 Steps

Posted by Julia Borgini on Aug 3, 2017 6:00:00 AM

A show of hands out there: how many of you are thinking of converting your live training courses into eLearning?

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Topics: eLearning, Instructional Design

Customer Education Leaders Should Put Virtual Reality (VR) on the Radar (Maybe)

Posted by Bill Cushard on Aug 1, 2017 8:32:18 AM


(Photo credit: Maurizio Pesce)

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Topics: eLearning, Customer Education, Virtual Reality, VR, Flipped Classroom

Make Your Customer Training Surveys Customer-Focused

Posted by Julia Borgini on Jul 21, 2017 6:00:00 AM

Training surveys are one of THE most used tools in the customer education manager's toolbox. Surveys can impact everything from course design to facilitator hirings. The problem with most surveys is that they're not used properly. They're too long, go un-answered, don't provide actionable data, or just pile up in someone's desks, never to be used.  

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Topics: Training Needs Analysis, Training Effectiveness, Training Evaluation, TNA

It's Time To Start Your First Course Development Project in Scrum

Posted by Bill Cushard on Jul 19, 2017 6:00:00 AM

This blog post was co-written by Donna Weber and Bill Cushard. You can learn more about Donna on Linkedin and her work at Springboard Solutions

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Topics: Customer Education, Agile, scrum, Instructional Design, Course Development

Improving the Factors That Impact Good Training Experiences

Posted by Julia Borgini on Jul 17, 2017 6:00:00 AM

Earlier this week I was talking to a former colleague who's a director in a technology organization, and she recently attended a two-day training session. When I asked her how it went, she told me it was a good course, lots of good information, but she didn't like that it was only open to other managers from her organization. She would have preferred the course have attendees from other organizations so she could hear about their experiences too.

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Topics: Customer Education, Assessments, Feedback, Survey, NPS, Training Effectiveness

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

How to Plug Course Development Elements into Scrum

Posted by Bill Cushard on Jul 11, 2017 6:00:00 AM

This blog post was co-written by Donna Weber and Bill Cushard. You can learn more about Donna on Linkedin and her work at Springboard Solutions

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Topics: Customer Education, Agile, scrum, Instructional Design, ADDIE

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