MRR. Churn. CPA. ARC. LTV. If you're in the SaaS business, you're familiar with these terms.* Do a quick search for "customer success KPIs" and you'll find a dozen more. It can be a challenge trying to figure out which KPIs to use to measure the effectiveness of your training team and the programs you produce.
Further complicating matters is if you're being asked to tie your training metrics to customer success. According to customer education thought leaders like Wayne McCulloch, senior vice president of Salesforce University, "education has never played a more important part in customer success than in a cloud-based organization."
Last year Gainsight reorganized their post-sales teams to increase customer success. They wanted to put customer success first and designed their organization around customer needs. This included moving their training team to the "front" of the customer funnel, giving them more access to both customer feedback and product development. Gainsight already had a training team set up, but by including them in their customer success department, they were able to infuse the training team with customer success principles, setting them up for greater success down the road.
Danielle Tomlinson knows a thing or two about building a customer education team. She's successfully lead customer education teams at SAP and Redhat and has now built the education services team at Hortonworks from scratch.
Because she's so passionate and interested in customer education, Danielle's dedicated a lot of time and effort into building the best customer education strategy—and team—at Hortonworks. She's seen first-hand the impact of education programs on a company's bottom line and knows how to build a successful customer education team.
In this post, we'll share some of Danielle's ideas on how to build a customer education dream team, including information on the roles and skills you need in your team, as well as the importance of internal collaboration with other teams in your company, like sales and marketing.
Customer education plays a crucial role in Customer Success. Training metrics can be a powerful driver of business outcomes because they can be used by and influence all departments in your organization: customer success, sales, marketing, finance, professional services, support, and more.
Training metrics show that the investment your company has made in training results in outcomes that make the activity worthwhile. Whether that's a clear line to revenue or increased website traffic or a more engaged customer community, training metrics show the impact to the entire company.
If you don't have a good customer education tech stack, you can't nail customer success. Your customer education program maps to customer success activities like new customer onboarding, identifying and engaging at-risk customers to prevent churn, and engaging with paying customers to ensure they're getting the most out of your tech products. Your customer education team needs to be able to work efficiently and effectively to create and modify education programs that will lead to higher customer engagement, increased renewals and retention, and better relationships with your prospects, leads, and customers.
They can't do that if you don't have the right tech stack to create, develop, deliver, and track your education programs. The tech stack you use matters because it gives you more variety in your delivery methods, gives you deeper insight into your existing education programs, and allows you to collaborate more efficiently with non-training teams like marketing, sales, and of course, customer success.
When it comes to onboarding and managing customer relationships, superb organization and communication are paramount. ServiceRocket held a webinar on how to use Workplace by Facebook to manage every aspect of customer accounts.
As a Workplace by Facebook partner, ServiceRocket is helping organizations all over the world learn, implement and adopt Workplace to connect people, break down silos, and help organizations create collaborative cultures.
ServiceRocket co-hosts Bill Cushard and Sarah E. Brown were joined by special guest Robert Porter, Strategic Partner Manager at Facebook, for this hour-long webinar.
Have you ever tried to use new software after going through the initial training on it - and still been confused about how it will help you achieve the outcomes that matter to you? Or figuring out how the new functionality released last month drive your business success? Or maybe you're still unsure about how the software helps you achieve your business outcomes, putting the renewal in jeopardy.
If you've ever asked: "What is the difference between designing a software training course and developing it...and why does it matter?" The answer is simpler than it may appear. And it is important in helping you create a repeatable, scalable, and un-daunting approach to creating software training courses.