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Bill Cushard

Bill Cushard covers the intersection of learning, software adoption, and customer success. His career has focused on helping companies adopt disruptive software through learning, change management, communications, and implementations that help people get the most out the software.
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Recent Posts

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

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

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

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

A Quick Guide to Scrum for Customer Education Teams

Posted by Bill Cushard on Jul 5, 2017 6:01:00 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: eLearning, Customer Education, Agile, scrum, Instructional Design, Course Development

Five Reasons to Use Scrum for Course Development

Posted by Bill Cushard on Jun 27, 2017 12:13:14 PM

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: Building Customer Training, Customer Education, Agile, scrum

Business of Customer Education Conference Recap and Session Audio Recordings

Posted by Bill Cushard on Jun 26, 2017 4:08:22 PM

In May 2017, we co-located our Business of Customer Education Conference (BOCE) at the Gainsight Pulse Customer Success Conference. The session audio was recorded, and we wanted to make them available. We had speakers from Workplace by Facebook, Atlassian, Gainsight, Cloudera, MuleSoft, Couchbase, and ServiceRocket, each of which shared their stories for how customer education plays a role in customer success. Below is a brief recap of each session and a link to the audio recording.  

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Topics: Atlassian, Gainsight, Customer Education, Couchbase, MuleSoft, Cloudera, Workplace by Facebook, Facebook, #CustomerSuccess

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

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