If you tell your executive team you’d like to expand your customer training program, they’ll likely have some concerns. If you don’t know how to respond – and if you can’t provide them with specific, measurable results – don’t be surprised when the answer is no.
It would be great to hit the ground running from day one, but that isn’t always realistic – especially when your customer training team is facing significant roadblocks. For this reason, you may want to start small and grow your program in a sustainable way.
In our latest study, we analyzed overarching content creation trends within the training space. The findings presented here can serve as a benchmark as you build out your own strategy.
There’s no exact formula to create the perfect customer training course for your company, but there are some simple and effective steps that you can follow to plan a customer training experience that is comprehensive and mutually beneficial.
Last week, we shared some insight from our conversation with Jesse Finn. We talked about first steps and rallying the organization around your goals. Jesse’s extensive experience meant that we could ask her big questions, and we got big answers in return. In this post, we’ll continue to dive into the advice she provided, and take a deeper look at packaging your training.
A new customer lands on your application and he’s ready to use it. He starts looking around and clicking buttons here and there. Maybe he even had a virtual training session with a member of your team last week, and he sort of paid attention as he was shown around the product. But that was then and this is now, and he’s not sure where to start, so he goes to your help center. Once he arrives, he’s greeted by hundreds of articles and has to search for something, but he doesn’t know what he doesn’t know. He’s stuck, frustrated, and now has the impression that your product is - gasp - “not intuitive.”
At Skilljar, we understand that your business relies on Salesforce as the source of record for all customer data. Our Salesforce integration puts the LMS data you need right into your CRM, in real time, to increase your team’s efficiency and create a flawless customer training experience. When your team runs on Salesforce, you can accelerate results by seamlessly integrating your LMS and CRM, with the ultimate goal of improving your product adoption and long-term revenue.
In this blog post, we discuss the specific benefits of integrating your LMS with Salesforce.
With input from Simply Measured, Outreach, InsightSquared and more
SaaS companies have been experimenting with how customer success teams should be organized. Like any new team, the roles and responsibilities are a moving target. In this eBook, we lay out the common roles and job descriptions for key members of a typical customer success organization.
Many companies provide training services to help their customers and partners successfully adopt their product. According to Salesforce, customers who invest in training consistently report >80% higher ROI on their Salesforce investment.¹
A critical path decision for companies offering training and education services is whether to offer on-demand training, instructor-led training, or both. Each has its pros and cons, and will have different success rates depending on your organization's needs.
Customer success organizations are chartered with the mission-critical task of making customers successful. Seems simple enough, right? But achieving long-term, consistent customer success can be anything but. Far too often customer success organizations are unsure of the health of their customers and what they can do to improve the customer experience.
I’d like to argue that a key factor in determining customer success begins with effective customer training. Unfortunately, customer training is probably one of the most ad-hoc functions in the organization and is often untracked and/or immeasurable.