Skilljar Blog

How to Build a Killer Customer Success Program (Part 1)

Posted by

Dania Lieberthal
Dania Lieberthal on Oct 18, 2017 5:30:00 AM

Earlier this year, we hosted a webinar outlining the key factors for SaaS companies to consider when building a customer onboarding program.

Today, we’re taking a step back to explore another critical milestone: building a customer success (CS) program. We’ve broken the process down into four distinct parts that we hope will provide a strong foundation for other SaaS companies looking to develop or elevate their existing CS programs. 

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Topics: Customer Success

How Customer Education Leads to a Best in Class Training Plan

Posted by

Rachel Martinez
Rachel Martinez on Oct 17, 2017 5:30:00 AM

We recently released the eBook "3 Ways to Create a Best in Class Customer Training Plan," where we discussed the impact the GET Methodology can have on your overall training plan. Today's post is about how to improve your program through effective customer education strategies.

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Topics: Training, Instructional Design, Creating Content

The Essential Template for Your Customer Training Strategy

Posted by

Rachel Martinez
Rachel Martinez on Oct 11, 2017 5:30:00 AM

There’s a lot to think about as you build your customer training strategy, and the process can be overwhelming, if you don’t have a set plan from the start. This template can help.

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Topics: Creating Content

2017 Customer Training Benchmarks Study

Posted by

Rachel Martinez
Rachel Martinez on Oct 10, 2017 5:30:00 AM

Today's customer training teams are raising the bar and publishing content that continues to drive high course completion rates. With this in mind, what are the new baseline metrics for success?

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Topics: Training, Advanced Topics

Goals & Benchmarks for a Best in Class Training Plan

Posted by

Rachel Martinez
Rachel Martinez on Oct 4, 2017 5:30:00 AM

We recently released the eBook "3 Ways to Create a Best in Class Customer Training Plan," where we discussed the impact the GET Methodology can have on your overall training plan. Today's post is about how to improve your program by establishing realistic goals and benchmarks.

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Topics: Training, Analytics, Metrics

4 Lessons Learned from Launching Skilljar Academy

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on Sep 27, 2017 5:30:00 AM

At Skilljar, we talk a lot about the merits of on-demand customer training, so it was important for us to “drink our own champagne,” and use our product to help our customers. This past summer, we launched Skilljar Academy. In the process, I’ve learned a ton.

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Topics: Training

Data-Driven Customer Training: Strategies for the Modern Learner

Posted by

Rachel Martinez
Rachel Martinez on Sep 26, 2017 5:30:00 AM

Want to improve your customer training strategy? Chances are, you’ll need to take a deep dive into the data. But if you don’t know what information to look for, you’ll be no better off than if you had simply relied on gut instinct. So, how do you know which data points are relevant?

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Topics: Training, Webinars

Training Tips with Dave Derington, Gainsight

Posted by

Rachel Martinez
Rachel Martinez on Sep 20, 2017 5:30:00 AM

In this edition of our Training Tips series, we asked Dave Derington, Gainsight's Manager of Educational Services, to share his insights and tips about training customers!

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Topics: Training, Customer Success, Training Tips

How Customer Training Fits Into the Sales Enablement Ecosystem

Posted by Skilljar team on Sep 19, 2017 5:30:00 AM

By: Cory Bray

In this guest post, Cory Bray talks about how he sees customer training fitting into the Sales Enablement Ecosystem, a framework that he and Hilmon Sorey outlined in their book, The Sales Enablement Playbook.

Most software companies pride themselves on making products that are easy to use. While most modern technologies incorporate a user experience that’s superior to those of past generations, that doesn't mean anyone can pick up a product with no guidance and be successful.

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Topics: Training, Customer Success

Announcing Your Guide to the B2B Customer Enablement Landscape

Posted by

Rachel Martinez
Rachel Martinez on Sep 13, 2017 5:30:00 AM

Customer enablement is a fast-growing function within B2B organizations. In fact, today’s customers expect their vendors to help them achieve business success, not just sell them a product. With the rise of the SaaS business model, customers can switch products much more easily than in the past, and vendors must now continuously earn their subscription renewals and expansions. For this reason, B2B companies must now provide a differentiated and effective customer success experience, or suffer the consequences of poor product adoption and ultimately churn.

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Topics: Training, Customer Success

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