demonstrate the value of customer education using salesforce
TRANSCRIPT
DEMONSTRATE THE VALUE OF CUSTOMER EDUCATION WITH SALESFORCE
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SPEAKERS
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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.
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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
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Software Companies Using Learndot
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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
THE CHALLENGE
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DEMONSTRATING VALUE IS A CHALLENGE
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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
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STILL CONFUSED?
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FOCUS ON RESULTS
Result
Customer Satisfaction
New Business Retention
Efficiency
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WHICH ONE?
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FOCUS ON RESULTS
Result
Customer Satisfaction
New Business Retention
Efficiency
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THE LAST PROBLEM…
Training Activity Results
3 EXAMPLES
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EXAMPLE 1
Does training actually increase renewals?
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EXAMPLE 2
Which is better? Instructor Led Training, eLearning, etc?
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EXAMPLE 3
Does public training lead to new product sales?
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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.
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MORE DETAIL
[Blog]How to Tie Customer Education to Business Results:
A Customer Success Approach
http://bit.ly/CEEval
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QUESTIONS
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