Skilljar Blog

4 Ways to Evaluate Your Customer Training Program

Posted by

Rachel Martinez
Rachel Martinez on May 23, 2018 5:30:00 AM

So, you’ve launched an amazing customer training program. The next step is to determine what’s working (and what’s not). 

If you have a strong understanding of your customer base, you might be able to make some accurate assumptions about their behavior. But trust us, you’ll be much better off taking a truly data-driven approach.

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Topics: Training, Creating Content, Analytics & Metrics

Designing Training Like a Product Manager, Part 2: Build, Learn, Iterate

Posted by Skilljar team on May 22, 2018 5:30:00 AM

By: Christina Ravaglia

Many products today are built using Lean processes to decide what to build and Agile practices to build them. With Lean, you release your initial minimum viable product quickly, measure your success, then based on what you learn, prioritize improvements that will be most valuable to your users. With Agile, you then deliver these features quickly and improve your product incrementally to continuously deliver value to your users. Trainers can adopt the same practices to deliver content. Repeating the learn and improve steps quickly maximizes your success in building the most valuable training for your audience, and minimizes your need to do rework.

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Topics: Training, Analytics & Metrics

Technology Services World - Education Services as a Cross-Functional Growth Engine

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on May 16, 2018 8:30:00 AM

LAER - Land, Adopt, Expand, Renew. This was the model that framed much of the conversation at the Technology Services World Conference held last week in San Diego. The LAER framework helps outline the customer journey for subscription businesses that are growing their revenue within their customer base. For those of you who are unfamiliar with the event, TSW is hosted by the Technology Services Industry Association (TSIA), and blends service professionals from across industry disciplines - Education Services, Customer Success, Support Services, Professional Services, Managed Services and more.

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Topics: Training, Analytics & Metrics

[Webinar Recap] 2018 Customer Journey Trends: a Q&A with Coastal Cloud

Posted by

Rachel Martinez
Rachel Martinez on May 15, 2018 5:30:00 AM

*This post was updated on 5/14/18

Where does your customer onboarding program stand, and how does it compare to others at companies of a similar size? How are different SaaS companies thinking about measuring customer value?

In our latest webinar, we discussed early findings from the Coastal Cloud Customer Success Industry Report, featuring insights gathered from in-depth conversations with more than 40 Customer Success leaders.

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Topics: Webinars & Events

Designing Training Like a Product Manager, Part 1: Writing User Stories and Personas

Posted by Skilljar team on May 9, 2018 5:30:00 AM

By: Christina Ravaglia

Trainers and doc writers are really product managers, where their product is information and their user is the training audience.

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Topics: Training

[Webinar Recap] Why Every Tech Company Needs a Customer Enablement Program

Posted by

Rachel Martinez
Rachel Martinez on May 8, 2018 5:30:00 AM

*This post was updated on 5/7/18

Imagine that your company has spent countless hours and resources to close a deal. Then one year later, that account churns. Before you start pointing fingers, it’s important to recognize that today’s customers have more choices than ever before. If you want to keep their business, you need to set them up for success from day one. So, what can you do?

In our latest webinar, Skilljar’s own Linda Schwaber-Cohen discussed this issue, and how companies today are addressing it through effective customer enablement.

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Topics: Webinars & Events

What Traits Should You Look for When Hiring a Customer Trainer?

Posted by

Rachel Martinez
Rachel Martinez on May 2, 2018 5:30:00 AM

In this blog series, we’re drawing on the expertise of Skilljar’s very own Customer Success team. They’ve helped countless teams launch successful customer training programs, and have some great insights to share. Stay tuned for new Q&As each month!

“What traits should you look for when hiring a customer trainer?”

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Topics: Training

Are Your Customers Fair-Weather Fans?

Posted by

Rachel Martinez
Rachel Martinez on May 1, 2018 5:30:00 AM

I’ll be the first to admit: I’m a fair-weather fan. I’ve gone to quite a few baseball games, and will cheer for my favorite team (but only when they’re winning). Unfortunately, this same concept may apply to your customers, and how they interact with your brand.

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Topics: Training

What is Partner Training?

Posted by

Rachel Martinez
Rachel Martinez on Apr 25, 2018 5:30:00 AM

If someone is looking to buy your software, it shouldn’t matter whether they work with you, or a member of your partner program. The customer experience should be the same. Unfortunately, this is not always the case.

Enter partner training.

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Topics: Training

Training Tips with Doug McDaniel, Engagio

Posted by

Rachel Martinez
Rachel Martinez on Apr 18, 2018 5:30:00 AM

In this edition of our Training Tips series, we asked Doug McDaniel from Engagio to share his insights and tips about training customers!

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Topics: Training, Customer Success, Training Tips

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