Skilljar Blog

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

Posted by Skilljar team on Apr 3, 2018 5:30:00 AM

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

Article Recap: Using a Data-Driven Approach to Solve Customer Training Problems

Posted by

Martin Li
Martin Li on Jan 31, 2018 5:30:00 AM


In Training Industry Magazine’s latest issue, Linda Schwaber-Cohen, Head of Training at Skilljar, shared her insights on how we can utilize data in customer training programs. The article was originally published here.

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Topics: Training, Analytics & Metrics

[Webinar] Customer Education Meets Customer Success

Posted by

Rachel Martinez
Rachel Martinez on Jan 30, 2018 5:30:00 AM

In this webinar, John Leh, CEO and Lead Analyst at Talented Learning, and Sandi Lin, CEO and Co-Founder at Skilljar, explained why and how your organization can realize powerful results by combining the power of a modern customer-focused learning platform with Salesforce. In this dynamic one-hour session you’ll learn all the essentials:

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Topics: LMS, Analytics & Metrics, Customer Success, Integrations, Webinars & Events

Increasing Operational Efficiency With Customer Education

Posted by

Molly Barber
Molly Barber on Jan 23, 2018 8:00:00 AM

When you're looking for an LMS for customer training, maybe you start with simple goals around scaling your program, but once implemented, it's easy to see how a solid customer education program increases operational efficiency, drives revenue and product adoption, and helps raise brand awareness.

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Topics: Training, LMS, Analytics & Metrics, Customer Success, Integrations

[Webinar Recap] Adapting Customer Onboarding for an On-Demand World

Posted by

Rachel Martinez
Rachel Martinez on Jan 16, 2018 5:30:00 AM

Customer education teams can no longer rely solely on webinars and help centers. The fact is, most people want to learn about your product when it’s convenient for them. They don’t want to be forced to wait until your next scheduled training session, or waste time searching for answers they can’t find. So, how can you reach the right users at the right time?

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Topics: LMS, Analytics & Metrics

[Webinar] The Art & Science of Effective Customer Onboarding

Posted by

Rachel Martinez
Rachel Martinez on Dec 5, 2017 5:30:00 AM

Customer onboarding is both an art and a science. To succeed, you need to find the right balance between a creative content strategy and a data-driven approach.

Rely too much on the right side of your brain, and you may be in danger of providing customers with safe, but stale messaging. Lean too far left, and how will you ever know the true impact of your program?

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Topics: LMS, Analytics & Metrics

How to Convince Your CFO to Buy an LMS

Posted by

Matt Buchan
Matt Buchan on Nov 29, 2017 5:30:00 AM

It's become increasingly clear that training is critical to drive customer success and build on the lifetime value (LTV) of customers. And there are a number of tools that can help companies provide the right education to the right users. But of course, these tools are not often free.

Training professionals may understand why it makes sense to invest in this area. However, it’s not always easy to get other stakeholders on board. If you want your CFO to approve investing real dollars in yet another software tool, you need to build an effective business case.

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Topics: LMS, Analytics & Metrics

xAPI: The Hype and the Reality

Posted by

Rachel Martinez
Rachel Martinez on Nov 14, 2017 5:30:00 AM

If you’re in the eLearning industry, you’ve probably heard the recent buzz around xAPI (sometimes referred to as Experience API or Tin Can). According to Advanced Distributed Learning (ADL), it lets applications share data about human performance, including quiz scores, performance in a mobile app, and whether someone has read an article or watched a training video.

That may sound better than using SCORM files, but is it really worth the hype?

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Topics: LMS, Analytics & Metrics

Goals & Benchmarks for a Best in Class Training Plan

Posted by

Rachel Martinez
Rachel Martinez on Oct 4, 2017 5:30:00 AM

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.

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Topics: Training, Analytics & Metrics

The Importance of Customer Education Data

Posted by

Colin Spikes
Colin Spikes on Aug 22, 2017 5:30:00 AM

Data empowers businesses to transform decisions from ones based on gut instinct and status quo assumptions to data-driven processes, in which evidence is used to identify patterns and adapt program strategy.

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Topics: Training, Analytics & Metrics

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