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Start small: How customer education teams can scale up their metric use

Posted by Julia Borgini on Feb 13, 2018 11:00:00 AM

Data analytics at any scale is intimidating, especially to customer education teams who aren't used to looking at numbers. There are so many pieces of data available that it's hard to know where to start.

Like with any new thing, if you start small and learn to master it before moving on to the next thing, it becomes easier. If your management team just said to you, "All right, customer education, it's time to get on the analytics bandwagon" you're in the right place.

Let's take a look at how customer education can start small with metrics and then scale up their analysis slowly to be useful and valuable.

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Topics: Data, Customer Education, Analytics, Metrics, Scale

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, Measure Training Effectiveness, Training Effectiveness

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 Education, Analytics, Evaluation, Customer Outcomes, Outcomes, Customer Success, TSIA

One Simple Way to Measure Demand for Customer Education

Posted by Bill Cushard on Feb 4, 2016 4:30:00 AM

Many leaders in the customer education business are trying to figure out a way to understand the demand for customer education. I hear this all the time, “Customer ask us for training. Then we offer training and no one shows up.” There are many factors involved here, and just because someone tells you they want to do something, doesn’t mean they actually will. 

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Topics: Training is Data, collaboration, Analytics, Customer Education, Data

Apps You're Not (But Should Be) Using to Run Your Software Training Business

Posted by Bill Cushard on Oct 5, 2015 9:30:00 AM

When we looked across our customer base and around the industry of enterprise software companies who run training functions, we discovered and wrote about the top Apps high-performing functions are using in their learning management systems (LMS) to run software training teams. The list of Apps training functions currently use is a list of the usual suspects: virtual classrooms, CRMs, quiz/exam apps, etc. During this research, we also discovered something fun; a list of Apps we think training teams should be using, but are not. 

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Topics: Learning, Analytics, GoodData, Learning Management System, Apps, LMS

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