In this blog series, we’re drawing on the expertise of Skilljar’s very own Customer Success team. They’ve helped countless teams launch successful customer training programs, and have some great insights to share. Stay tuned for new Q&As each month!
So far, we’ve dug into what training teams overlook when launching an LMS, and traits you should look for when hiring a customer trainer. This month, the question is:
"How can you surface customer training goals across the organization?"
Topics: Training
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
In this edition of our Training Tips series, we asked Skilljar’s new Customer Training Manager, Damani Musgrave, to share his insights and tips about training customers. Welcome to the Skilljar team, Damani!
Topics: Training, Customer Success, Training Tips
So, you’ve launched an amazing customer training program. The next step is to determine what’s working (and what’s not).
If you have a strong understanding of your customer base, you might be able to make some accurate assumptions about their behavior. But trust us, you’ll be much better off taking a truly data-driven approach.
Topics: Training, Creating Content, Analytics & Metrics
By: Christina Ravaglia
Many products today are built using Lean processes to decide what to build and Agile practices to build them. With Lean, you release your initial minimum viable product quickly, measure your success, then based on what you learn, prioritize improvements that will be most valuable to your users. With Agile, you then deliver these features quickly and improve your product incrementally to continuously deliver value to your users. Trainers can adopt the same practices to deliver content. Repeating the learn and improve steps quickly maximizes your success in building the most valuable training for your audience, and minimizes your need to do rework.
Topics: Training, Analytics & Metrics
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.
Topics: Training, Analytics & Metrics
*This post was updated on 5/14/18
Where does your customer onboarding program stand, and how does it compare to others at companies of a similar size? How are different SaaS companies thinking about measuring customer value?
In our latest webinar, we discussed early findings from the Coastal Cloud Customer Success Industry Report, featuring insights gathered from in-depth conversations with more than 40 Customer Success leaders.
Topics: Webinars & Events
By: Christina Ravaglia
Trainers and doc writers are really product managers, where their product is information and their user is the training audience.
Topics: Training
*This post was updated on 5/7/18
Imagine that your company has spent countless hours and resources to close a deal. Then one year later, that account churns. Before you start pointing fingers, it’s important to recognize that today’s customers have more choices than ever before. If you want to keep their business, you need to set them up for success from day one. So, what can you do?
In our latest webinar, Skilljar’s own Linda Schwaber-Cohen discussed this issue, and how companies today are addressing it through effective customer enablement.
Topics: Webinars & Events
In this blog series, we’re drawing on the expertise of Skilljar’s very own Customer Success team. They’ve helped countless teams launch successful customer training programs, and have some great insights to share. Stay tuned for new Q&As each month!
“What traits should you look for when hiring a customer trainer?”
Topics: Training