Skilljar Blog

[Infographic] Educated Customers: Better Bottom Line

Posted by

Rachel Martinez
Rachel Martinez on June 20, 2018

If you’re a customer training professional, you may understand that the right training strategy can have a huge impact on your company’s bottom line. But, do you have relevant data to present to senior leadership? To build an effective business case for customer training, you need more than just anecdotal evidence.  

This infographic can help. Did you know:

  • 28% of deployed software goes unused?
  • 71% of B2B customers are indifferent or actively disengaged?
  • 80% of enterprise training is still done in person, but often with enormous travel and facilities expenses?
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Topics: Training, Analytics & Metrics

Customer Education and Your Customer Health Score

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on June 12, 2018

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.

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Topics: Training, Analytics & Metrics, Integrations

4 Ways to Evaluate Your Customer Training Program

Posted by

Rachel Martinez
Rachel Martinez on May 23, 2018

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.

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Topics: Training, Creating Content, Analytics & Metrics

Designing Training Like a Product Manager, Part 2: Build, Learn, Iterate

Posted by Skilljar team on May 22, 2018

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.

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Topics: Training, Analytics & Metrics

Technology Services World - Education Services as a Cross-Functional Growth Engine

Posted by

Linda Schwaber-Cohen
Linda Schwaber-Cohen on May 16, 2018

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.

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Topics: Training, Analytics & Metrics

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

Posted by Skilljar team on April 3, 2018

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 January 31, 2018


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 January 30, 2018

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 January 23, 2018

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 January 16, 2018

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

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