Salesforce for Marketing: Deliver One Connected Customer Experience
Demonstrate the Value of Customer Education Using Salesforce
-
Upload
servicerocket -
Category
Technology
-
view
122 -
download
0
Transcript of Demonstrate the Value of Customer Education Using Salesforce
![Page 1: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/1.jpg)
DEMONSTRATE THE VALUE OF CUSTOMER EDUCATION WITH SALESFORCE
![Page 2: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/2.jpg)
2© ServiceRocket
SPEAKERS
![Page 3: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/3.jpg)
3© ServiceRocket
![Page 4: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/4.jpg)
4© ServiceRocket
ABOUT SERVICEROCKET
Implementations
Support Training
ServiceRocket is a trusted partner that fulfills the whole product imperativeby helping enterprise customers realize the value of their software investments.
![Page 5: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/5.jpg)
5© ServiceRocket
Learndot Education Platform
• Learndot learning platform provides scalable education delivery
• Multiple education modalities to address various customer delivery models
• Lead generation capabilities targeted at interested learners
• Advanced analytics and reporting capabilities
• Customer branding, beautiful UX
5© ServiceRocket 2016
![Page 6: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/6.jpg)
Software Companies Using Learndot
6© ServiceRocket 2015
![Page 7: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/7.jpg)
7© ServiceRocket
AGENDA
• The Challenge in Demonstrating Value of Customer Education
• Why and How to Focus on Results• 3 Examples
• Link training activity to renewals• Which is better…eLearning or instructor-led training?• Does public training lead to new product sales?
• Questions
![Page 8: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/8.jpg)
THE CHALLENGE
![Page 9: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/9.jpg)
9© ServiceRocket
DEMONSTRATING VALUE IS A CHALLENGE
![Page 10: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/10.jpg)
10© ServiceRocket
HOW DO YOU CHOOSE?
Donald Kirkpatrick Four Level Training Evaluation Model
• Level 1: Satisfaction• Level 2: Knowledge• Level 3: Behavior change• Level 4: Results
Jack Phillips Evaluation Model• Level 5: Return on Investment
![Page 11: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/11.jpg)
11© ServiceRocket
STILL CONFUSED?
![Page 12: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/12.jpg)
12© ServiceRocket
FOCUS ON RESULTS
Result
Customer Satisfaction
New Business Retention
Efficiency
![Page 13: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/13.jpg)
13© ServiceRocket
WHICH ONE?
![Page 14: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/14.jpg)
14© ServiceRocket
![Page 15: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/15.jpg)
15© ServiceRocket
FOCUS ON RESULTS
Result
Customer Satisfaction
New Business Retention
Efficiency
![Page 16: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/16.jpg)
16© ServiceRocket
THE LAST PROBLEM…
Training Activity Results
![Page 17: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/17.jpg)
3 EXAMPLES
![Page 18: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/18.jpg)
18© ServiceRocket
EXAMPLE 1
Does training actually increase renewals?
![Page 19: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/19.jpg)
19© ServiceRocket
EXAMPLE 2
Which is better? Instructor Led Training, eLearning, etc?
![Page 20: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/20.jpg)
20© ServiceRocket
EXAMPLE 3
Does public training lead to new product sales?
![Page 21: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/21.jpg)
21© ServiceRocket
TWO TAKEAWAYS
• Are you tracking New vs Renewal? • Suggest different products in catalog or “Type” on
Opportunity Line Item
• Are you tracking when an Account churns?• Set a “Cancelled” or “Churned” flag on the Account.
![Page 22: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/22.jpg)
22© ServiceRocket
MORE DETAIL
[Blog]How to Tie Customer Education to Business Results:
A Customer Success Approach
http://bit.ly/CEEval
![Page 23: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/23.jpg)
23© ServiceRocket
QUESTIONS
![Page 24: Demonstrate the Value of Customer Education Using Salesforce](https://reader035.fdocuments.net/reader035/viewer/2022081604/58a3fe3b1a28ab64528b5c57/html5/thumbnails/24.jpg)
servicerocket.com