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5 Reasons to Attend: Design Your Customer Education Strategy [New Course]

Posted by Bill Cushard on Jan 10, 2018 2:55:55 PM

In December 2017, Customer Education University announced a second course called, How to Design a Customer Education Strategy, and I am very excited about it. One of the best things you can do for your personal and professional development is to set aside dedicated time away from work to learn a new skill, learn a new process, or think deeply about new ideas you can put to work. It is hard to do that in our modern world. There are too many distractions. You know what I mean. One effective way I have found to create this dedicated time is to sign up for a class of some kind. In a class, you can sequester yourself away from the distractions of life, be in the moment, and soak up new ideas and new skills. If you pick the right course, you can actually find new motivation. 

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Topics: Customer Education, CEU, Customer Education Strategy, Course, Customer Education University

Learndot Earns Two: 2017 Talented Learning LMS Awards. WOW! Honored.

Posted by Bill Cushard on Dec 20, 2017 9:14:10 AM

ServiceRocket is proud to announce that we have received two Learning Management System (LMS) awards from technology research firm Talented Learning in 2017. Learndot has been named 3rd Best Customer LMS and ServiceRocket was named second Best LMS Thought Leader.    

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Topics: Customer Education, Talented Learning, LMS Awards, Customer LMS

A Data-Driven Approach to Customer Education That You Can Actually Take

Posted by Bill Cushard on Dec 18, 2017 5:43:08 PM

Being data-driven and running analytics and data science and predictive modeling and machine learning and setting up a data lake and hadoop and pig and hive and... You know what? Come to think of it. All of that just makes me want to take a nap. Of course we all need to be more data-driven in our approach to running a strategic customer education operation, but analytics is intimidating. Especially for those of us who did not double major in statistics and computer science. 

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Topics: Analytics, Customer Education, Training Effectiveness, Measure Training Effectiveness

Solve Poor Customer Education Audio Quality for Less than $40

Posted by Bill Cushard on Dec 11, 2017 11:14:17 AM

Customers are tired of poor audio quality, so why do we still give it to them. I am taking about poor audio quality on live, online training and poor audio recordings on self-paced eLearning. When customers join our live training or start on one of our eLearning course and it sounds like the speaker is sitting in a wind tunnel or worse, they hear every tap, tap, tap on the desk or crinkle, crinkle, crinkle of shuffling paper next to the speaker phone, it is such a distraction that it makes customers want to just hang up. Have you ever heard this feedback from customers? Have you every wanted to hangup on a conference call when the audio was so bad? 

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Topics: eLearning, Live Online Training, Business of Customer Education, Behringer, Microphone, Dynamic Cardiod Microphone, Neewer, Audio Quality

How to Price Customer Education When Your Customers Expect It To Be Free

Posted by Bill Cushard on Dec 7, 2017 10:49:15 AM

The most recent Customer Education University course, How to Build and Run a Strategic Customer Education Operation, is coming to an end, and students are finishing the final assessment and collecting their certificates of completion. Congratulations to all who completed the work. Among the many topics covered in the course, one of the most popular, judging on how much time we spent on it, was how to price training.

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Topics: Customer Success, Pricing Strategies, TSIA, Business of Customer Education, a16z Podcast

Converting Your Training to Jobs-to-be-Done-Focused Training

Posted by Julia Borgini on Nov 29, 2017 5:19:05 PM

Most software companies are so enamored by their product's features that they use it everywhere. It's in their marketing, thought leadership pieces, and especially in their training material. Sure, it's important that you train customers on the features so they know how to use their products, but they probably bought your product for a different reason entirely. So why are your training programs still features-based?

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Topics: Software Adoption, Customer Education, Instructional Design, Software Training, Jobs to be done, Learning Experience Design

One Step Towards Customer Education that Focuses on the Job-to-be-Done

Posted by Bill Cushard on Nov 21, 2017 9:33:34 AM

We know that customer education programs need to help our customers use product features. We also know that focusing too much on feature training misses a huge opportunity to help customers achieve desired outcomes because feature training will often miss the context required to understand why someone needs to learn this new software product in the first place. After all, no matter how good your software is, customers can do their job with out it.

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Topics: Customer Education, Jobs to be done, Tony Ulwick

Jobs-to-be-Done & Customer Education: Should You Use It?

Posted by Julia Borgini on Nov 15, 2017 6:00:00 AM

When people find themselves needing a job done, they essentially hire products to do that job for them.

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Topics: Customer Education, Jobs to be done, JTBD

Drop Everything and Create This Software Training Course Next

Posted by Bill Cushard on Nov 13, 2017 4:49:38 PM

If your company runs customer on-boarding or professional services engagements through customer success or professional services teams, you need to build a software training course about how to implement your software immediately. Chances are you do not have a course like this, and it could be one of the quickest wins you have all year. Here's why. For starters, a course like this is outcome-focused, and the outcome is a successful implementation. Second, a "How to Implement" course is a new product, with a new price level, targeted at a new customer segment. Third, since your company already has an implementation process, and runs it with customers every day, creating the course will not be very much work. You already have the content.

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Topics: Customer Education, professional services, software training course, CSM

Fender Guitars Has a Customer Adoption Problem and It's Using Customer Education to Solve It

Posted by Bill Cushard on Nov 9, 2017 3:57:41 PM

Fender has an adoption problem. Here are the stats. As reported in The Verge, ten years ago, 1.5 million electric guitars were sold. Today, it is down to one million. That's bad, but it gets worse. Fender discovered that 90% of all new guitar players quit in the first 12 months of purchasing a guitar. If you were thinking of going to the guitar business and saw those numbers, you would open up an online bookstore, figuring you'd have a better chance competing against Amazon.

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Topics: Customer Success, Software Adoption, Customer Education, Customer Adoption, Fender Play, Fender Guitars

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