Dean Chen August 2013 @Star tupDiv ing

POST-SALES CLIENT SUCCESS SURVEY RESULTS

HURRAY! WE JUST WON A SALE.

NOW WHAT?

TIME TO TRAIN & ONBOARD CLIENTS.

BUT HOW?

 Webinars & instructor-led online   Instructor-led on-site   Self-paced eLearning   Support   Need to curate content  Manage trainers and implementation consultants

HOW WE TRAIN & ON-BOARD?

WOW! THAT’S A LOT TO DO.

WHAT TOOLS CAN HELP?

  Authoring tools – create content   Content developers – someone else create content for you   Learning management systems – deliver content   Learning content management systems – manage content  Web-conferencing systems –virtual instructor-led learning

TYPES OF SOLUTIONS AVAILABLE

  Goal: create content without writing code   Keep in mind:

  How tech-savvy? Ease of use?   Type of content your users want   Shelf-life of content   How customizable?

  Common examples: Camtasia (video), Flash, PowerPoint

AUTHORING TOOLS

  Goal: outsourced content development   Keep in mind:

 Well-defined content development process   Experienced staff   Industry expertise   Prototype rapidly

CONTENT DEVELOPERS

  Goal: automate delivery of learning   Keep in mind:

  Targeted at employee training or external facing?   Reuse of content   Classroom management   Useful reports   On-premise deployment or cloud-based?  Multi-lingual?  More features isn’t always better

LEARNING MANAGEMENT SYSTEMS

  Goal: central repository to manage content creation for large-scale efforts

  Keep in mind:   Probably overkill for client-focused content   Reuse of existing content   Frequency of change   Ease of use

LEARNING CONTENT MANAGEMENT SYSTEMS

  Goal: deliver content to many people over internet   Keep in mind:

 Multi-use: training, sales, internal meetings   No plug-in   Report of who attended   Bandwidth constraints of clients

WEB CONFERENCING SYSTEMS

SO MANY CHOICES. WHAT’S THE

BEST PRACTICE?

SO WE SURVEYED CEO’S.

AND WE FOUND…

WHAT TYPES OF USERS DO YOU WORK WITH?

100%

33% 33% 33%

0%

44%

0%

20%

40%

60%

80%

100%

120%

Customers Partners Resellers Suppliers Distributors Internal Sales

Who do we work with?

DO YOU PROVIDE POST-SALE SERVICES?

0%

22% 22%

78%

44%

89%

11%

67%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

No service Self-paced online training

In-product training

Instructor-led on-site

Instructor-led online

Phone support Chat support Email support

Post-sale Services Provided

WHEN ARE SERVICES PROVIDED?

89%

67%

0%

22%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Right after purchase Throughtout year Specific Times As needed

When Services are Provided

WHAT’S MOST IMPORTANT TO YOU?

1 Increase usage

2 Increase awareness of product features

3 Increase renewal rate

4 Earn additional revenue

5 Decrease support

6 Seek feedback

WHAT SOLUTIONS DO YOU USE NOW?

11% 11%

22% 22% 22%

56%

0%

11%

0%

10%

20%

30%

40%

50%

60%

Home-built in-product

Home-built outside-product

Manual Online community

LMS Support Third-Party None

What solutions do we use now?

  Client enablement is a big issue   Lots of ways to solve the problem   Requires lots of research and planned implementation  Most companies are using support to supplement/replace

training

SUMMARY

  Ask others to fill out survey and I will keep updating the results and send to you:

  http://www.surveygizmo.com/s3/1331502/Client-Engagement-Implementation-Survey

  or contact me at   Dean Chen  @StartupDiving  My blog: www.startupdiving.com

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