Having a trainer on your Customer Success team can drastically improve customer enablement and help drive rapid product adoption, while decreasing the risk of customers churning. But finding and hiring the ideal customer trainer can be difficult in today’s recruiting landscape. Given that this role can be critical to a company’s success, we've outlined a few thoughts below to help with the process.
A few weeks ago, Skilljar’s very own Linda Schwaber-Cohen was interviewed by Receptive’s Aly Mahan for an episode of Churn It Up. In the podcast, Linda shares her approach to new customer training and onboarding. You can listen to the podcast recording here.
In this special Halloween edition of our Training Tips series, we asked Karen Crawford, Knowledge Services, Training & Delivery Manager at Kinaxis, what keeps her up at night.
You know that nightmare everyone has? You’re about to write an exam and you realize you’ve forgotten everything you knew about the subject? And you wake up in a cold sweat? That keeps me up at night. Except, I’m thinking about my customers who took a training course and have that feeling when they go to apply that learning two or three months later. And they only remember half of it.
*This post was updated on 11/16/17.
We analyzed data collected over multiple years of delivering best-in-class training experiences to provide insight into how customer training teams are educating their users today.
On Thursday, November 16th, Linda Schwaber-Cohen, Head of Training at Skilljar, and Matt Buchan, Skilljar's Director of Finance, presented our findings to help you understand the state of your training program and develop best practices around content creation.
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 two distinct parts that we hope will provide a strong foundation for other SaaS companies looking to develop or elevate their existing CS programs.
Topics: Customer Success
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.
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.
Topics: Creating Content
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?
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.