We've been talking a lot about certifications lately, whether they're worth it for employees, candidates, and employers. The good, the bad, and the ugly. Many companies are developing their own certification programs as a companion to customer education, which are then becoming industry standards for technologies (like the Microsoft or Oracle Certifications).
Quick question: The last time you signed up for training, did you finish it? If you're like me these days, probably not. Even though I was very excited about it and read through all the marketing materials for the training, I just couldn't bring myself to finish it.
Most customer education teams are small but still have several job roles to perform. Most teams, even the small ones, have the usual roles one would find in most training functions, including training delivery, training design, training coordination, and training management. Sometimes, one person fills all these roles.Yikes.
The Enterprise Software Training Maturity Model eBook is by far our most popular. Hundreds of fast-growing software companies have downloaded it in the last two years. One very prominent customer education team in the big data, hadoop space used the maturity model to plan its strategy, goals, roadmap, organizational structure, and roadmap.
After designing a software training course and implementing performance-based certification, customers should come to the course bright eyed, bushy tailed, and willing to learn how to use the software, right?
Don’t let all the energy put into designing your enterprise software training programs go to waste. Adopt performance-based certification as a way to make sure your customers learn, retain, and perform the tasks learned in the course.
When it comes to our customer education strategies, most of us are in reaction mode. We know that we shouldn't be. But often...we react to customer requests. After all, that new enterprise customer is our biggest one yet, so we should do anything to make them happy. When that customer says "jump," we should say, "How high." Of course, this can get us into trouble because we make promises that are difficult to keep, work quality can suffer, and we could very easily neglect existing customers.
If you are new to the job of managing your customer education programs, one of the first things you realize is how overwhelming it is to develop training content, especially when you don't have a lot of resources. There are so many things to consider: determining your customer education strategy, figuring out what customers actually want, deciding what course to create first, determining what topics should be covered in that first course and what topics to leave out. And these a just scratching the surface of what you need to do.