Post-sales client success survey results 8-2013
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Dean Chen August 2013 @StartupDiving POST-SALES CLIENT SUCCESS SURVEY RESULTS
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What happens once you won a sale? Do you train your users? Do you provide support? There are a lot of options. We didn't know the answer. So we surveyed a bunch of CEO's and came back with some answers. Check them out. You can add your expertise and thoughts by filling out the survey at: http://www.surveygizmo.com/s3/1331502/Client- Engagement-Implementation-Survey Or just follow me on Twitter @StartupDiving
Transcript of Post-sales client success survey results 8-2013
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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