17 Ways To Know Whether Your Enterprise Software Customers Need Training


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Software adoption comes with customer success. Software training has been proven to increase customer success, but how do you know whether your software needs training?

Is it the right time? Can your company afford it? Do enterprise customers really need it and do the benefits outweight the costs?

Explore the reasons why your software should have training in this slideshare by ServiceRocket.


Published in: Software, Business, Technology

17 Ways To Know Whether Your Enterprise Software Customers Need Training

  1. 1. © 2014 ServiceRocket Inc. Ways To Know Whether Your Enterprise Software Customers Need Training17
  2. 2. © 2014 ServiceRocket Inc. Your customers need your software to be successful running their businesses. Unless they get the most out of your software, they cannot be successful. Great training fuels Bersin by Deloitte, the leading research and advisory services firm that covers the enterprise learning market, found that compared to average performing companies, high-impact organizations invest significantly more on training, at just over $1,000 per employee per year. High-impact organizations also deliver more training hours per employee, at 20 hours per employee per year versus 15 hours per employee for average performing organizations. customer success
  3. 3. Customers Are Successful According to Gainsight's Five Organizational Models of Customer Success, training is a critical function for enterprise software companies selling a product that has at least a medium level of complexity. So, how do you know if you need to provide training to your enterprise software companies? © 2014 ServiceRocket Inc.
  4. 4. You know that your enterprise software customers need training when... © 2014 ServiceRocket Inc.
  5. 5. Customers might not always be right, but if they are asking for training, there might be a serious need for it. Customers might also be willing to pay for it. Customers keep asking for training ? ?? ? 1 © 2014 ServiceRocket Inc.
  6. 6. All of your competitors have training If your competitors have training, there is likely to be demand for it in the marketplace. 2 © 2014 ServiceRocket Inc.
  7. 7. Your services and support teams are spending time on training NOT on implementations3 © 2014 ServiceRocket Inc.
  8. 8. Training is not always about training customers on features and functionality. More often, training is about teaching people a new way to work, which just so happens to be the way your product is designed. Help customers understand the new way of working to prevent them from going off the rails before they even begin. You want to get your customers up to speed on the language and specifics of your product to prevent them from going off the rails4 © 2014 ServiceRocket Inc.
  9. 9. If you support open source technology, this is an especially important issue. Training can be used to educate the enterprise market to generate awareness and sales leads. Potential customers keep telling your sales team... "I don't even know what this technology is or why I need it?" 5 © 2014 ServiceRocket Inc.
  10. 10. Training is one of the best ways to gather your customers into a room with one of your trainers and immerse them in your company, your products, and even your culture. Live, in-person training is a great way to institutionalize your technology into your customers' environments. You want to institutionalize your technology in the enterprise6 © 2014 ServiceRocket Inc.
  11. 11. The constant fire drill stresses everyone out. An organized, repeatable training program can eliminate the fire drill. PUSH PULL DOWN TRAINING ALARM ! ! !! ! ! It’s a fire drill every time a customer requests training7 © 2014 ServiceRocket Inc.
  12. 12. You want to capture best practices around your products, not just inside your products As you conduct training sessions with your customers, your trainer learns about how each customer uniquely uses your products. You can learn from this, share this knowledge with future training classes, thereby continuously increasing your knowledge and credibility. 8 © 2014 ServiceRocket Inc.
  13. 13. Why not use training to educate your new customers on your implementation process from the start, so they know that you know what you are doing. You want to start providing consistency across your implementations9 © 2014 ServiceRocket Inc.
  14. 14. Customer churn is high 10 According to Emmet and Mark Murphy, authors of Leading on the Edge of Chaos, depending on the industry, reducing your customer defection rate by 5% can increase your profitability by 25% to 125%. © 2014 ServiceRocket Inc.
  15. 15. If your customers are not using all (or most) of the features of your product "Why do I need to renew your product, all it does is send invoices." Don't let your customers use only one of your product features. "Why do I need to renew your product, all it does is send invoices." - One of your former customers. 11 © 2014 ServiceRocket Inc.
  16. 16. A majority of support's time is spent teaching customers how to do things How do i... Support should help customers solve problems, not conduct mini-training sessions over and over again. How do i... How do i... How do i... How do i... How do i... How do i... ! ! ! ! How do i... 12 © 2014 ServiceRocket Inc.
  17. 17. It is difficult for your own team to learn your products C'mon. Seriously? You know it takes your own new hires a long time to learn your products and technology, but you don't think your customers need training? 13 © 2014 ServiceRocket Inc.
  18. 18. You want to reduce the amount of time it takes to on-board customers If you have any idea how long it takes to on-board a new customer, you get an idea of how much money you can save if you speed up that process. An organized, repeatable training program can reduce on-boarding time, reducing your costs and increasing customer satisfaction. ! ! ! 14 © 2014 ServiceRocket Inc.
  19. 19. Crossing the chasm Your technology is open source, and you are trying to increase enterprise adoption.15 © 2014 ServiceRocket Inc.
  20. 20. If you want to make an outstanding first impression to your customers or potential customers In a SaaS, cloud-based, freemium world the chances of making a great first impression are few and far between. You can change that dynamic by providing live training with an engaging trainer. 16 © 2014 ServiceRocket Inc.
  21. 21. If you want to increase customer satisfaction According to a recent Gainsight survey, the number one reason for customer churn is that customer expectations are not met. Training is a great way to set expectations and increase customer satisfaction. 17 © 2014 ServiceRocket Inc.
  22. 22. 888-707-0088 servicerocket.com @ServiceRocket © 2014 ServiceRocket Inc.