Skilljar Blog

[Webinar Recap] The New Formula for Customer Onboarding

Posted by

Laura Miller
Laura Miller on January 18, 2019

It’s no secret that product adoption is one of the most challenging aspects of the customer journey for customer success teams. In yesterday's webinar, Skilljar’s Product Marketing Manager, Linda Schwaber Cohen, and Checkr’s Head of Customer Education & Training, Adam Avramescu, dove into the need for companies to be thoughtful and strategic in their customer onboarding and education programs and explained why the key to product adoption is establishing value for customers early and often.

While an emphasis on onboarding is not new, Adam and Linda identified several common mistakes, many of which stem from the belief in onboarding as a single activity, rather than as an ongoing strategy. Among these common mistakes:

  • The belief that there is only one correct way of doing things

  • Equating user onboarding with account onboarding

  • Assuming that onboarding should be owned by only one team

To realign the thinking around customer onboarding, Linda and Adam introduced the Risk Scale Matrix, a new formula that aligns the major use cases or user roles of a company or product, with an onboarding model that best addresses those specific needs. These onboarding archetypes are all based on two factors: risk and scale.

  • Risk is defined as “What could go wrong for the customer if your users and accounts aren’t properly educated?”

  • Scale examines how broadly a product is adopted and the range of adoption behaviors that exist among the user base

With these factors in consideration, Linda and Adam identified four onboarding archetypes:

  • High Scale & High Risk: These are business-critical systems where errors can result in injury, legal risk or other catastrophes

  • High Scale & Low Risk: These are tools that users cannot live without out, but if there is an error, no one is going to die or go bankrupt

  • Low Scale & High Risk: In this category, highly specialized users are in a situation where error also brings high risk

  • Low Scale & Low Risk: In this category,  both the users and the product are highly specialized, but an error will not halt the overall business.

At the end of the day, the three key variables (level of risk, frequency of usage, and reach) are the factors that determine which archetype is the best fit for a given situation.

Interested in learning more about these archetypes as well as onboarding activities that support each of these models? Click here to access the full recording!

You can also access the slide deck used by Linda and Adam here.

 

 

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Topics: Webinars & Events

Your Guide to the 2019 Customer Success and Training Conferences

Posted by Skilljar team on January 14, 2019

 

With so many events competing for your attention in 2019, it can be difficult to figure out which conferences are the right ones for you and your team. If you are looking for the best customer success, customer training, and customer marketing conferences of 2019, you’ve come to the right place. Here’s a handy guide to the upcoming events.

We’ll keep this list updated as we learn more. If you know of an event that is not on this list, please let us know in the comments!

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Topics: Customer Success, Training, Webinars & Events

Having a "Ruff" Week? Take a Look at these Paw-some Skilljar Stats!

Posted by

Laura Miller
Laura Miller on January 10, 2019

Here at Skilljar, we’ve got an ongoing com-paww-tition that might just turn your week around.

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Topics: Features

Our Favorite New Features of 2018

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on December 31, 2018

Skilljar launched so many new features in 2018 that we couldn't resist taking a moment to pick favorites! I asked some colleagues here at Skilljar what their favorites were -- here's what they said. 

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Topics: Features

Skilljar Wins Fourth Consecutive Brandon Hall Group Excellence in Technology Award

Posted by Skilljar team on December 13, 2018

Skilljar, the leading Customer Training Platform for enterprises, today announced that it has won a Brandon Hall Group Excellence in Technology Award for the fourth consecutive year. Skilljar was awarded silver in the Best Advance in Learning Management Technology for External Training category.

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Topics: Skilljar News & Press

The New Formula for Customer Onboarding:Preventing Customer Churn and Driving Product Adoption

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on December 12, 2018

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Topics: Webinars & Events

Customer Education Careers - January 2019

Posted by Skilljar team on December 7, 2018


At Skilljar, we are frequently asked for candidate referrals in customer education. Here's a quick roundup of open opportunities that have come our way (in no particular order). 

Have an opening you'd like us to post? Let us know at marketing@skilljar.com or in the comments!

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Topics: careers

4 Ways to Use Optional Lessons to Build a More Flexible Learning Experience

Posted by Aizat Murtaza on December 3, 2018

Skilljar recently released optional lessons, which are lessons that appear in courses, but aren’t required to complete a course. Any lesson type (e.g. text, Live Training, SCORM) can be set as optional. This gives you the ability to add supplementary content like surveys and reference material, while providing learners the flexibility to choose which lessons they want to view. And since your course completion rate will only calculate the completion of required lessons, you can more accurately see the completion rate of the lessons you want your learners to take.

Here are a few ways to use optional lessons to improve your training program!

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Topics: Features

Upcoming Webinar with TechSmith: Building a Customer Learning Destination with Video

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on November 27, 2018

Check out the details for our upcoming webinar with TechSmith about TechSmith Academy and Camtasia Certification programs. 

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Topics: Webinars & Events, Marketing, Instructional Design

4 Benefits of Integrating Customer Education and Support Technologies

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on November 27, 2018

The market is full of products designed to communicate with one another, so it’s perfectly reasonable to expect the sophisticated software running your customer education and support services to communicate with one another too. Yet for some reason, so many of us are still using dated and legacy business systems that don’t integrate, and house customer engagement data in silos.

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Topics: Features, Customer Success, Integrations

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