Your Customers Need Training…

...Here’s How to Build It

Director of Marketing…But

E*TRADE, Accenture, the Knowland Group

@billcush

University of DenverLived on Lone Tree, CO

Bill Cushard

• Founded in Sydney, Australia 2001• Palo Alto, CA HQ since 2010• 180 employees across 4 global

offices:– Palo Alto, Sydney, Kuala

Lumpur, Santiago

About ServiceRocket

Strengthen relationships between software companies and enterprise customers

Training

Support

Smart Utilization Services

1. What is Maturity? / Why Does it Matter?2. Assess Yourself3. 4 Stages of the Enterprise Software

Training Maturity Model4. Actions to Take

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Agenda

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“AGE IS NOGUARANTEEOF MATURITY.”

Lana Blackwell

Engraved at the entrance to the Norlin Libraryat the University of Colorado

"Who knows onlyremains always a child.”his own generation

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Software Training Maturity Model

Assess Yourself

Stage 1: Reacting

• Customer is driving need for training

• It’s a fire drill responding to ad hoc training requests

• Highly stressful

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• Yes, you have training and customers take it.

• LMS (maybe).• Training content covers

80% (well most) of what customers need to learn.

• Training manager or someone who “owns” training.

• Customers give training good scores on surveys.

Stage 2: Performing

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Stage 3: Scaling

• Need to figure out: How to handle growth in training demand, without growing team at same rate.

• Putting self-paced learning options in place.

• Training partner model.• Leveraging learning

technologies.

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Stage 4: Optimizing

• High level training executive leading the organization.

• Accountable to a number.• Revenue, profitability, product

adoption, renewals, etc.• Customers see training as a

strategic part of your offering.

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Exercise

Turn to the person next to you and discuss:

•Describe the stage your organization is in and why.

•Where is your organization expected to be in 12-18 months?

•5 min

Putting the Model to Use

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Software Training Maturity Model

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Appendix

• eLearning– Virtual Instructor-led Training (Public and

Private)• Instructor-led Training (Public and Private)

• Blended Learning• Custom Training

Sorry, There’s No Right Answer Here!Which Delivery Method is Best?

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Stage 1: Reacting

Actions to Take

• Review current state of training content > Analyze training needs.

• What do customers repeatedly request?

• Select 1 to 3 topics that need to be covered.

• Develop courses in a standard way.• Offer those courses to customers.• If customers want something else,

say “No” or charge for custom training.

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Stage 2: Reacting

Actions to Take

• Post complete training schedule on web site.

• Have a process to allow customers to self-register and pay for training.

• Finalize and formalize training materials for each course.

• Develop a process for keeping training content up-to-date.

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Stage 3: Scaling

Action to Take

• Build infrastructure for future growth.• Move beyond an LMS to a tightly-

integrated Learning Business Management System.

• Customer experience.• Stakeholder needs (integrations with

systems they care about).

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Stage 4: Optimizing

Actions to Take

• Be accountable to a number.• Optimize pricing model.• Further connect learning

management system to company systems.

• Continuously look for ways to improve training experience.