your customers want training...here's how to build it
TRANSCRIPT
Your Customers Need Training…
...Here’s How to Build It
Director of Marketing…But
E*TRADE, Accenture, the Knowland Group
@billcush
University of DenverLived on Lone Tree, CO
Bill Cushard
• Founded in Sydney, Australia 2001• Palo Alto, CA HQ since 2010• 180 employees across 4 global
offices:– Palo Alto, Sydney, Kuala
Lumpur, Santiago
About ServiceRocket
Strengthen relationships between software companies and enterprise customers
Training
Support
Smart Utilization Services
1. What is Maturity? / Why Does it Matter?2. Assess Yourself3. 4 Stages of the Enterprise Software
Training Maturity Model4. Actions to Take
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Agenda
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“AGE IS NOGUARANTEEOF MATURITY.”
Lana Blackwell
Engraved at the entrance to the Norlin Libraryat the University of Colorado
"Who knows onlyremains always a child.”his own generation
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Software Training Maturity Model
Assess Yourself
Stage 1: Reacting
• Customer is driving need for training
• It’s a fire drill responding to ad hoc training requests
• Highly stressful
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• Yes, you have training and customers take it.
• LMS (maybe).• Training content covers
80% (well most) of what customers need to learn.
• Training manager or someone who “owns” training.
• Customers give training good scores on surveys.
Stage 2: Performing
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Stage 3: Scaling
• Need to figure out: How to handle growth in training demand, without growing team at same rate.
• Putting self-paced learning options in place.
• Training partner model.• Leveraging learning
technologies.
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Stage 4: Optimizing
• High level training executive leading the organization.
• Accountable to a number.• Revenue, profitability, product
adoption, renewals, etc.• Customers see training as a
strategic part of your offering.
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Exercise
Turn to the person next to you and discuss:
•Describe the stage your organization is in and why.
•Where is your organization expected to be in 12-18 months?
•5 min
Putting the Model to Use
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Software Training Maturity Model
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Appendix
• eLearning– Virtual Instructor-led Training (Public and
Private)• Instructor-led Training (Public and Private)
• Blended Learning• Custom Training
Sorry, There’s No Right Answer Here!Which Delivery Method is Best?
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Stage 1: Reacting
Actions to Take
• Review current state of training content > Analyze training needs.
• What do customers repeatedly request?
• Select 1 to 3 topics that need to be covered.
• Develop courses in a standard way.• Offer those courses to customers.• If customers want something else,
say “No” or charge for custom training.
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Stage 2: Reacting
Actions to Take
• Post complete training schedule on web site.
• Have a process to allow customers to self-register and pay for training.
• Finalize and formalize training materials for each course.
• Develop a process for keeping training content up-to-date.
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Stage 3: Scaling
Action to Take
• Build infrastructure for future growth.• Move beyond an LMS to a tightly-
integrated Learning Business Management System.
• Customer experience.• Stakeholder needs (integrations with
systems they care about).
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Stage 4: Optimizing
Actions to Take
• Be accountable to a number.• Optimize pricing model.• Further connect learning
management system to company systems.
• Continuously look for ways to improve training experience.