A data driven approach to linking training to customer success
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Transcript of A data driven approach to linking training to customer success
@billcush
Bill CushardHead of TrainingServiceRocket
@SEBMarketing
Sarah E. Brown(moderator)
ServiceRocket
Dave BlakeFounder /CEOClientSuccess
@davecblake
Learndot is a new breed of LMS - a rapid eLearning authoring
tool designed for the modern business. With a full suite of beautiful
eLearning, quizzing, and certification tools, organizations run fully
hosted universities, academies, and knowledge centers for
employees, customers, and partner networks.
ServiceRocket partners closely with
selected fast growing software companies,
becoming product experts and ultimately
delivering the highest quality support,
training and implementation services
possible on a global basis. Our platform,
TrainingRocket, is a highly effective cloud-
based, on-demand learning platform that
powers the online universities at many of
today’s hottest startups.
About ServiceRocketLove Your Software
Where in the World?
#TrainingIs Customer Success SeriesTopic:
Date:Getting Started Building Training*
March 31, 2015Keeping Content Up With Software Changes* April 21, 2015Data-Driven Approach to Training (Today!)
May 19, 2015Training in Pre-Sales to Help Sell Product* June 16, 2015Target Right Training to Right Audience* July 14, 2015
*Recordings and Registration available: http://bit.ly/SR-Webinars
Agenda
● Asking: What data should I collect?
● 5 key metrics to evaluate training
● Getting to an outcome focus
● Making the link
Poll
Questions to Ask● Are learners satisfied with the training?● Did learners actually learn?● Are learners applying what they learned?● Did learners improve some outcome?● What was the ROI on training?
Kirkpatrick Model
● Level 1: Learner Satisfaction
● Level 2: Knowledge Acquisition
● Level 3: Behavior Change
● Level 4: Results
Jack Phillips Added to the Model
● Level 1: Learner Satisfaction ● Level 2: Knowledge Acquisition● Level 3: Behavior Change● Level 4: Results
● Level 5: ROI
Poll - Type Your Response into Questions
Source: ASTD State of the Industry Report
Source: ASTD State of the Industry Report
So…
Why aren’t we focusing on measuring application and
results?
Ask the Right Questions
● Is the customer using the product at all?
● Could they use the product more?o Could they be using more of the product?
● Could they use the product better?Source: Technology Services Industry Association (TSIA): Maria Manning-Chapman, VP of Research, Education Services
Making the Link
● Step 1: Begin with the result
● Step 2: Design training targets at
results
● Step 3: Evaluate the results
The Next Webinar...Tuesday, June 16 10am PT
How Training Can Help Product SalesWith special guest Steli Efti of Close.io
Register:
http://bit.ly/data-driven-training
Thank you
servicerocket.com@ServiceRocket