When it comes to customer renewal and expansion, there’s no question that training and education is strongly correlated. Skilljar customers regularly report on trained cohorts of customers renewing and expanding at a higher rate than untrained customers. On one hand, it’s useful to uncover this correlation in your own organization, but truly innovative companies are taking it one step further and using customer education data as an indicator of customer health.
Seattle, WA - Skilljar, the leading customer training platform, today announced the launch of its app that extends Zendesk, Inc.’s cloud-based customer service platform. The integration enables mutual customers to seamlessly access Skilljar training activity next to support tickets on their Zendesk dashboard. Agents using the Zendesk interface can then provide more informed responses and target content recommendations, based on prior customer training activity in Skilljar.
Topics: Skilljar News & Press
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.
Here at Skilljar, we spend a lot of time working with companies who are onboarding customers. Given our experience in this area, we wanted to share some essential principles for great customer onboarding.
In the SlideShare below, we’ll touch on what we like to call the 5 Ms:
I’m fortunate that I often find myself at industry conferences. They give me a chance to step back from my day to day to engage in learning, interesting conversations, and a new understanding of how Skilljar helps our audience, and sometimes, they inspire. Learning Solutions Conference got me excited about our industry, the future, and the role we, as training teams, play in it.
Did you know that 72% of people in the U.S. have a smartphone? And yet, only about 9% of learning on Skilljar is happening on mobile phones, and about 4% on tablets.
Topics: Creating Content
Video is proven to be an effective means of training customers, and software tutorials lend themselves especially well to video. You don’t need an expensive setup, and you don’t even have to appear on camera. While you may be afraid to get started with video, with a little planning, it’s simple to get up and running with video tutorials.
Topics: Creating Content
DevLearn 2017 has left the building. After three days in Las Vegas full of learning, networking and discovering what the future holds for the training world, it’s time to say goodbye to new friends and get ready to apply everything we’ve learned back home. DevLearn is the eLearning Guild’s largest conference, with over 3000 attendees and hundreds of sessions to choose from. While I can’t begin to fit everything I’ve learned into one blog post, two major themes held true throughout my time at DevLearn.
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.
It's true that eLearning programs facilitate customer education in a scalable and sustainable way. However, creating high-quality content is still time consuming, and training teams have a lot to consider when deciding whether to charge for these experiences. This post describes a few things to keep in mind if you're not sure whether you should provide free or paid content.