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Build Customer Success with a Killer Customer Education Tech Stack

Posted by Julia Borgini on Mar 29, 2017 6:25:03 AM

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.

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Topics: Customer Success, Building Customer Training, Workplace by Facebook, Workplace, Future of Work, Customer Outcomes, Customer journey

Webinar Recap: Manage Customer Accounts with Workplace by Facebook

Posted by Julia Borgini on Mar 23, 2017 10:27:10 AM

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.

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Topics: Customer Success, Building Customer Training, Workplace by Facebook, Workplace, Future of Work, Customer Outcomes, Customer journey

Create a Customer Education Program Focused on Customer Success

Posted by Julia Borgini on Mar 20, 2017 10:05:17 AM

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.

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Topics: Customer Success, Building Customer Training, Customer Outcomes, Business of Customer Education, Customer journey

Questions Training Managers Should Ask About Customer Success

Posted by Julia Borgini on Mar 6, 2017 6:38:02 AM

Customer Success is all about enabling software adoption and helping customers be successful in using your products. Or, as Lincoln Murphy, Customer Success Architect at Sixteen Ventures explains, customer success keeps them engaged, boosts their satisfaction, and reduces churn. Training plays an important role in customer success, however aren't always included in the CS discussion or workflow.  

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Topics: Customer Success Education, Customer Success, Training is Customer Success, Customer Education, Customer Outcomes

Bringing The Business Of Customer Education Conference To Pulse 2017 Customer Success Event

Posted by Sarah E. Brown on Feb 27, 2017 11:14:32 AM

Original published February 23, 2017 on Business Wire.

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Topics: Customer Success, Events, Pulse, Training, Customer Education, Conferences, BOCE, Business of Customer Education

Hey Training Pros: Are you confusing operational and results metrics?

Posted by Julia Borgini on Nov 3, 2016 11:22:54 AM

Part of the process of creating customer education programs is to know what happens after participants take the training. Metrics are a good way of analyzing how the program is doing. You can look at the number of participants, the number of completions, the feedback you received, product usage, customer outcomes, and more.

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Topics: Customer Success, Learning, Customer Education, KPIs, Customer Outcomes, Outcomes

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

Use Gamification in Customer Education to Influence Product Use

Posted by Julia Borgini on Oct 27, 2016 5:03:00 AM

Over the last year or so I've been transitioning from a PC laptop to a MacBook and it's been a bit of a challenge. Things I've been used to doing one way are done slightly differently on the Mac, so I've had to alter the way I work on a computer now. While I haven't had to take any training on how to use a Mac, I've spent my fair share of time searching online for solutions on how to do these things on it.

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Topics: Customer Success, Customer Education, Gamification

To Sell or Not to Sell Customer Education: That is the Question

Posted by Bill Cushard on Sep 20, 2016 5:38:01 PM

There are three schools of thought when it comes to whether to sell customer education to customers. One argument is that customer education is a valuable service and should not only be sold, but the customer education function should be run as a business with responsibility for making a profit. The second school of thought also believes customer education is a valuable service, but the goal is not to make a profit, but for training to just pay for itself, so it can sustain itself and otherwise avoid the scrutiny of CFOs during lean times. The third school of thought argues that training should be a service that is included in the price of the product subscription. After all, adoption and renewals are the main goal, not making a few bucks from selling training. 

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Topics: Customer Success, Training, Software Adoption, Customer Education, Software Training

Press Release: Gainsight Leverages Learndot LMS to Address the Skills Gap in Fast-Growing Customer Success Category

Posted by Dan Luebke on Jun 3, 2016 10:58:08 AM

PALO ALTO, Calif.--()--ServiceRocket, a customer success company that drives software adoption through training, support and services, announced today its partnership with Gainsight to expand Pulse University, on the Learndot LMS, to include skills training in the fast growing Customer Success category. This announcement coincides with the fourth annual Pulse Conference 2016, which brings together thousands of Customer Success leaders to the Oakland Convention Center in Oakland, CA on May 10-12, 2016.

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Topics: Customer Success, LMS, Learndot

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