How to Target the Right Training to the Right

Customers

@billcush

Bill CushardHead of Training

ServiceRocket

Anthony Nygren

Marketing, Customer Experience, and CRM Leader, EMI Strategic

Marketing

@emistrategic

Sarah E. Brown

(moderator)

ServiceRocket

@SEBMarketing

Our Speakers

Where in the World?

About ServiceRocket

Helping people get the most out of their software

TRAINING TrainingSUPPORT UTILIZATION- Founded in Sydney, Australia 2001

- Palo Alto, CA HQ since 2010

- 180 employees across 4 global offices:

- Palo Alto, Sydney, Kuala Lumpur, Santiago

Customers

#TrainingIs Customer Success Series

Topic:Date:

*Getting Started Building TrainingMarch 31, 2015

*Keeping Content Up With Software Changes April 21, 2015*Data-Driven Approach to Training May 19, 2015*Training in Pre-Sales to Help Sell Product June 16, 2015Org Structures/Roles of Great Training Orgs July 14, 2015 Target Right Training to Right Audience Aug 11, 2015

*Recordings and Registration available: http://bit.ly/sr-webinars

Agenda

● How to know who needs what training

● Training needs analysis

● Mapping courses to learners

● What can trainers learn from marketers about

segmenting

● 3 Issues to consider

Poll

Determining Training Needs

Mapping Curriculum

End Users Administrators Business Users

Course 1 X X

Course 2 X

Course 3 X

Course 4 X

Course 5 X

Question?

What can training professionals learn from marketing professional about segmenting users

and communicating to them?

Issue #1: Segment and Target

What is marketing segmentation and why is it important?

Technology Adoption Curve

Issue #2: Understand Audience

What techniques do marketers use to understand an audience?

Issue #3: Delivery Method

How do you determine the most effective content delivery method to deliver messaging

to the audience?

@billcush

Bill CushardHead of Training

ServiceRocket

Anthony Nygren

Marketing, Customer Experience, and CRM Leader, EMI Strategic

Marketing

@emistrategic

Sarah E. Brown

(moderator)

ServiceRocket

@SEBMarketing

Questions?

The Next Webinar...Tuesday, September 22 at 10am PTSCRUM is Also for Marketing:

A Practical Approach to Using Scrum to Manage Marketing ProjectsSpecial Guest:

Mark GopezDirector of Marketing, Gliffy

Register:

http://bit.ly/SR-Webinars

Thank youThank You!

servicerocket.com@ServiceRocket