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Why Software Companies Should Develop a Certification Program

Posted by Julia Borgini on Sep 1, 2017 6:38:00 AM

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).

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Topics: Enterprise Software, Certification, certification programs

How to Tie Customer Education to Business Results: A Customer Success Approach

Posted by Bill Cushard on Oct 18, 2016 12:39:00 PM
If you run your customer education business with profit and loss responsibility, you have a  revenue and profit margin target to hit each period. Revenue and profit are just about the most objective metrics to know whether your customer education team is performing well. After all, if your training offerings are not good, or you were not effective at selling training to customers, you would not make your revenue or profit numbers, and you would be under performing. 
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Topics: Enterprise Software, Learning Management System, Salesforce, LMS, Data, Evaluation

5 Marketing Mistakes Affecting Training Completion Rates (No, Really)

Posted by Julia Borgini on Sep 29, 2016 5:00:00 AM

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.

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Topics: Enterprise Software, Training, Marketing Automation, Customer Education, marketing

You Cannot Scale Customer Education Without These Two Roles

Posted by Bill Cushard on Jul 7, 2016 10:39:18 AM

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.

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Topics: Enterprise Software, Customer Education, Scale

The Enterprise Software Training Maturity Model is Newly Revised and Updated

Posted by Bill Cushard on Jul 6, 2016 12:18:25 PM

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.

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Topics: Enterprise Software, Customer Education, Software Training

Motivating Skeptical Students in Software Training

Posted by Kristine Xu on Jun 28, 2016 10:11:18 AM

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?

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Topics: Enterprise Software, Training, Customer Education, Software Training, GitHub, Peter Bell

How to Keep Training Content Up-to-Date When Your Software Changes Every Week

Posted by Bill Cushard on Jun 23, 2016 4:38:51 PM
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Topics: Enterprise Software, Training, Agile, Software Training

Performance-based Certification for Enterprise Software Companies

Posted by Kristine Xu on Jun 22, 2016 9:37:03 AM

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.

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Topics: Enterprise Software, Customer Education, Performance-based Certification, Software Training, Hortonworks, Certification, TrueAbility

How to Develop Your Customer Education Strategy

Posted by Bill Cushard on May 18, 2016 5:00:00 AM

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. 

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Topics: Customer Success, Enterprise Software, Training, Customer Education, OpenStack

Customer Education Event: Develop Your First Software Training Course

Posted by Bill Cushard on May 16, 2016 1:17:56 PM

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.

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Topics: eLearning, Learning, Enterprise Software, Training, Customer Education, Instructional Design

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