Skilljar team

Recent Posts

Should Net Promoter Score (NPS) be Used to Evaluate The Impact of Customer Education?

By: Kaliym A. Islam, Ph.D. 

Research on customer education suggests that calculating its business impact is a difficult task. This consensus exists for many reasons, including the fact that the activity is generally not delivered by a single department and there aren't norms around where in the organization the responsibility for educating customers exists. Perhaps the most common challenge facing the individuals responsible for educating customers, however, is the belief that the most common technique used to evaluate all training programs (the Kirkpatrick’s four-level model) is lacking.   

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Topics: Training, Analytics & Metrics, Customer Success

Skilljar – Customer Training Transforming Customer Experience and Success

*This post originally appeared on LinkedIn on 3/14/18 

By: Rajeev Batra

The defining mantra for businesses today is customer experience. While, products and services need to be easy to understand and intuitive to use, great training is key to making customers successful and lifelong advocates. One only needs to look at Apple and its Genius Bars in how seriously it takes educating its customers despite the intuitive and easy to use nature of its products. The need to continuously equip customers with the knowledge to use products and services is even more acute in the B2B world, where complexity is higher and often more is at stake for both the buyer and seller. In the modern service economy products are increasingly sold as a subscription, where delivering a superior customer experience is a constant, requiring that users know how to use a product cold. 

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Topics: Skilljar News & Press

Deliver Effective Customer Training with Brain Rules and Haiku Deck

By: Adam Tratt

We all want lessons to be easy to understand and hard to forget. But for those of us non-designer types, creating customer training materials that live up to this standard can be a frustrating and time-consuming chore.

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Topics: Training, Instructional Design, Creating Content

How Customer Training Fits Into the Sales Enablement Ecosystem

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

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