Skilljar Blog

How to Increase the Effectiveness of Customer Onboarding

Posted by Sandi Lin on Jan 26, 2016 5:00:00 AM

When scaling an on-demand customer education program, customer success organizations are also concerned about the quality and effectiveness of onboarding and training. Scheduled phone calls for onboarding, while difficult to scale, are at least a way for customer success managers (CSMs) to interact directly with the customer, get a pulse on their satisfaction, and respond in real-time.

On-demand training, when implemented correctly, can actually increase the effectiveness of customer onboarding when paired with instructor-led training. Read on to learn the 4 ways to increase training effectivness.

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Topics: Training, Customer Success

Meet Rob Simmons, Account Executive at Skilljar

Posted by Sandi Lin on Jan 23, 2016 4:46:41 PM

We're excited to introduce Rob Simmons, our newest team member at Skilljar! Rob is our very first Account Executive and will be sharing the Skilljar story and product with prospective clients. Rob is originally from Los Angeles and has slowly migrated up the West Coast over time, most recently joining us from AdRoll in San Francisco (he's such a great sales person that he's already converted us to a new AdRoll customer).

We were super impressed by Rob's knowledge of our product and value proposition, sales skills, his bravery in joining our Whistler trip, multiple colors of Bonobos pants, and engineering the fastest intercity move we've ever seen. Rob is married to Brooke (who makes fantastic nachos!), and has two adorable dogs that we look forward to meeting soon.

Welcome Rob!

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Topics: Meet Skilljar

Using Agile for Developing Training Content

Posted by Sandi Lin on Jan 20, 2016 4:11:58 PM

Agile is an organizational process successfully used by many software development teams around the world. Many training teams are looking at using agile principles for developing learning content, but the industry has been generally slow to adopt this methodology. Why? Read on to learn more!

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Topics: Training, Instructional Design, LMS, Creating Content

4 Customer Benefits from On-Demand Training

Posted by Sandi Lin on Jan 19, 2016 5:00:00 AM

Most customer success teams run new customer onboarding by scheduling a series of sequenced phone calls. While this seems easy to implement, having your customer success managers (CSMs) run 1:1 and asynchronous processes is very difficult to scale.

This onboarding experience isn't ideal for your customers either. Key attendees might have scheduling conflicts, it's difficult to capture knowledge, and customers may prefer to consume information differently than how it's presented.

Offering on-demand training is a proven, successful strategy for scaling customer onboarding and education. In this post, we describe the 4 key benefits of on-demand training for your customers.

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Topics: Training, Customer Success

Pioneer Square Food Trucks: Integrating Twitter and Slack via Zapier

Posted by Sandi Lin on Jan 12, 2016 11:18:52 AM

At our Pioneer Square office, we like being able to see the rotating food trucks in Occidental Park. We're likely moving soon, and won't have direct line-of-sight into our daily lunch options.

Solution? We've set up a new Twitter feed that automatically alerts us to the daily food trucks available. Subscribe here: https://twitter.com/psqfoodtrucks

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Topics: Zapier, Integrations

How to Scale Customer Onboarding

Posted by Sandi Lin on Jan 12, 2016 5:00:00 AM

Customer onboarding is a increasingly important part of long-term customer success, yet is also one of the most difficult components for a customer success organization to scale.

As your customer base grows, it becomes more challenging to deliver a consistently excellent customer onboarding experience. Your customer success managers (CSMs) are spending an increasing amount of time on basic activities, your customers are clamoring for more onboarding resources (particularly SMBs), and you have a finite headcount with which to support them.

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Topics: Training, Customer Success

Skilljar Whistler Trip

Posted by Sandi Lin on Jan 11, 2016 10:50:20 AM

We had a great weekend in Whistler. Here's our team photo:

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Topics: Events

Skilljar Joins Marketo LaunchPoint to Help Leading Enterprises Scale Customer Training

Posted by Sandi Lin on Jan 6, 2016 9:53:47 AM

We're excited to announce our offical partnership with Marketo LaunchPoint™, the most complete ecosystem of marketing solutions. The technology partnership enables seamless integration of Skilljar's fast-growing customer training solution with Marketo's engagement marketing platform.

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Topics: Integrations

10 Strategies for Customer Onboarding

Posted by Sandi Lin on Jan 5, 2016 5:00:00 AM

In the final post of our customer onboarding series, we summarize the 10 strategies we introduced in the 3 previous posts. To recap:

  • Part 1 - we discussed training techniques, including on-demand training, instructor-led training, and public webinars.
  • Part 2 - we covered automated strategies, including in-app messaging, knowledge banks, and email drips.
  • Part 3 - we introduced human-based approaches, including onboarding managers, community, live chat, and support tickets.
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Topics: Customer Success

Happy New Year from Skilljar

Posted by Sandi Lin on Jan 4, 2016 2:05:42 PM

What a difference a year makes.

2015 was a time of incredible growth for Skilljar. At this time last year, we'd just made the tough decision to pivot away from individuals/SMBs and focus on enterprises. We had early indicators that the market was promising but did not know whether this new direction would succeed. We still had capital from our angel raise, but were not on track to reach VC-expected milestones.

So I'm incredibly proud and gratified with the progress we've made in 2015. We went from virtually zero to dozens of enterprise customers post-pivot, continually learning from our customers along the path to achieving product-market fit and healthy revenue. We welcomed outstanding new team members, including raising a VC round from fantastic investors. Our product is truly enterprise-ready, including integrations with Marketo and Salesforce, SSO, and REST APIs - and we're even closing new deals on New Year's Eve.

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