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Without a Goal You Have No Customer Education Strategy

Posted by Bill Cushard on Aug 31, 2017 10:42:30 AM

Before you even think about developing a customer education strategy, you must begin with a goal. It sounds simple enough, but too often, people who lead efforts to develop software training programs for customers just start developing a strategy, or worse, just start training customers on product features, without a clear vision for why education is necessary in the first place.

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Topics: Customer Education, Software Training, Strategy

Stop Using ADDIE the Same Old Way and Get Agile

Posted by Julia Borgini on Jun 28, 2017 6:00:00 AM

Technology and business are rapidly evolving, and it can be hard for learning professionals to keep up. You need to create more content that's more relevant than ever before, and do so more efficiently than in the past. So ask yourself, "Can I continue to use ADDIE to develop their learning programs?"

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Topics: Agile, Instructional Design, Software Training, LLAMA, ISD, Course Development

Here Are The KPIs Linking Training to Customer Success

Posted by Julia Borgini on Jun 12, 2017 1:57:18 PM

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."

Here are some of the training metrics you should be tracking when it comes to customer success.

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Topics: Building Customer Training, Training is Customer Success, Customer Education, Software Training, Education Services, KPIs, #CustomerSuccess

More Content Marketing Strategies Training Pros Can Steal

Posted by Julia Borgini on Feb 22, 2017 10:27:27 AM

We talked a while ago about the content marketing strategies you can steal to help market your training, but are there other strategies you can use to manage and develop training programs? Sure! Let's take a closer look.

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Topics: Training, Marketing Automation, Customer Education, marketing, Software Training, Promotion Strategies

How to Work with Your Marketing Team to Promote Your Training

Posted by Julia Borgini on Sep 22, 2016 2:37:23 PM

The internet is filled with stories about how business departments have trouble working with each other. Whether it's the IT team frustrated with marketing, or product development that ignored engineering or technical support, working in silos can be a problem. And customer education pros are no different.

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Topics: Training, Customer Education, marketing, Software Training, Promotion Strategies

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

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

Certification and Its Role in Software Adoption

Posted by Kristine Xu on Jul 5, 2016 1:15:04 PM

Certification is one proactive solution that ensures customers are trained to properly use software and increases the likelihood that customers will renew year-after-year. Instead of focusing on acquiring new customers, software companies should focus on retaining customers by striving to not only train, but certify their customers so it's ensured customers know how to use the software. After all, renewals are a leading indicator of series A valuations for SaaS companies, if you ask Tomasz Tunguz.

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

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

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