© 2014 ServiceRocket Inc.
How to Take Your Training
Business to the Next Level
© 2014 ServiceRocket Inc.
Where in the World?
© 2014 ServiceRocket Inc.
Agenda
Introduction to ServiceRocket
Setting the Stage
The Enterprise Software Maturity Model
- ...
© 2014 ServiceRocket Inc.
@billcush
Bill Cushard
About the Speaker
Training Lead @Servicerocket
15 years experience buildi...
© 2014 ServiceRocket Inc.
About
ServiceRocket
© 2014 ServiceRocket Inc.
Help fast growing software companies scale
140+
across 5 offices:
Palo Alto, Sydney, Kuala Lumpu...
Our Customers
© 2014 ServiceRocket Inc.
© 2014 ServiceRocket Inc.
Reduce churn
Increase renewals
1
2 Yield more revenue
5
Increase Customer
Success3
4
Increase Adoption
© 2014 ServiceRocke...
© 2014 ServiceRocket Inc.
How mature is your software training business?
We hardly
do any
training.
Our training
works for...
© 2014 ServiceRocket Inc.
5
6
7
8
4
Strategic alignment
Content development
Delivery
Diagnostics
Reporting and analysis
Te...
© 2014 ServiceRocket Inc.
Winning in the Enterprise Software Economy
Using the Enterprise Software
Training Maturity Model...
© 2014 ServiceRocket Inc.
CustomerSuccess
Training Maturity
Reacting Performing Scaling Optimizing
Software Training Matur...
© 2014 ServiceRocket Inc.
Stage 1: Reacting
› Customer is driving need for training
- In fact, customer may have even surp...
© 2014 ServiceRocket Inc.
Stage 2: Performing
› Yes, you have training and customers take it.
› Learning management system...
Stage 3: Scaling
Scaling Actions
› Need to figure out: How to handle growth in
training demand, without growing team at sa...
Stage 4: Optimizing
Optimizing Actions
› High level training executive leading the
organization.
› Accountable to a number...
© 2014 ServiceRocket Inc.
CustomerSuccess
Training Maturity
Reacting Performing Scaling Optimizing
Review the Model
© 2014 ServiceRocket Inc.
Putting the Maturity Model to Use
Assess
Yourself
Take
ActionDecide How Far
You Want to Go
Set
G...
© 2014 ServiceRocket Inc.
How ServiceRocket Can Help
TrainingRocket
– White-label training platform for running your train...
© 2014 ServiceRocket Inc.
servicerocket.com
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Webinar - How to Take Your Training Business to the Next Level

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Bill Cushard hosted a webinar on July 31st to help share tips and strategies on how to create a training function that will take your software business to the next level.

Bill also shared ServiceRocket's Enterprise Software Training Maturity Model to help guide attendees on their current stage of development and the necessary steps for growth.

Download the eBook here:

info.servicerocket.com/enterprise-software-maturity-model

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Webinar - How to Take Your Training Business to the Next Level

  1. 1. © 2014 ServiceRocket Inc. How to Take Your Training Business to the Next Level
  2. 2. © 2014 ServiceRocket Inc. Where in the World?
  3. 3. © 2014 ServiceRocket Inc. Agenda Introduction to ServiceRocket Setting the Stage The Enterprise Software Maturity Model - Describe Each Stage - Action to Take to Get to the Next Stage Putting the Maturity Model to Use
  4. 4. © 2014 ServiceRocket Inc. @billcush Bill Cushard About the Speaker Training Lead @Servicerocket 15 years experience building training de- partments, focused on enterprise software Author, Critical Skills All Learning Profes- sionals Can Put to Use Today /in/billcushard
  5. 5. © 2014 ServiceRocket Inc. About ServiceRocket
  6. 6. © 2014 ServiceRocket Inc. Help fast growing software companies scale 140+ across 5 offices: Palo Alto, Sydney, Kuala Lumpur, Santiago, London employees Founded in 2001 Training, Support, Implementation, Tools Training company at our core in Sydney, Australia.
  7. 7. Our Customers © 2014 ServiceRocket Inc.
  8. 8. © 2014 ServiceRocket Inc.
  9. 9. Reduce churn Increase renewals 1 2 Yield more revenue 5 Increase Customer Success3 4 Increase Adoption © 2014 ServiceRocket Inc.
  10. 10. © 2014 ServiceRocket Inc. How mature is your software training business? We hardly do any training. Our training works for customers. Training is strategic and a profit center.
  11. 11. © 2014 ServiceRocket Inc. 5 6 7 8 4 Strategic alignment Content development Delivery Diagnostics Reporting and analysis Technology integration Administrative services Portfolio management Source: Harward, D., & Taylor, K. (2014). What makes a great training organization?: a handbook of best practices. Upper Saddle River, NJ: Pearson Education, Inc. Training is Hard You must be great at these eight key process capabilities of great training organizations
  12. 12. © 2014 ServiceRocket Inc. Winning in the Enterprise Software Economy Using the Enterprise Software Training Maturity Model to Increase Adoption, Improve Customer Success, and Grow Your Business http://tinyurl.com/SReBookMM Download the eBook
  13. 13. © 2014 ServiceRocket Inc. CustomerSuccess Training Maturity Reacting Performing Scaling Optimizing Software Training Maturity Model
  14. 14. © 2014 ServiceRocket Inc. Stage 1: Reacting › Customer is driving need for training - In fact, customer may have even surprised you with a training request › The fire drill begins - Who can develop/deliver it? - You look for people to pull from (services, support, etc). - Highly stressful › Review current state of training content › Analyze training needs. - What do customers repeatedly request? › Select 1 to 3 topics that need to be covered. › Develop courses in a standard way. › Offer those courses to customers. - If customers want something else, say “No” or charge for custom training. Reacting Actions
  15. 15. © 2014 ServiceRocket Inc. Stage 2: Performing › Yes, you have training and customers take it. › Learning management system (maybe). › Training content covers 80% of what customers need to learn. › Training manager or someone who “owns” training. › Customers give training good scores on surveys. › Post complete training schedule on web site. › Have a process to allow customers to self-register and pay for training. › Finalize and formalize training materials for each course. › Develop a process for keeping training content up-to-date. Performing Actions
  16. 16. Stage 3: Scaling Scaling Actions › Need to figure out: How to handle growth in training demand, without growing team at same rate. › Putting self-paced learning options in place. › Training partner model. › Leveraging learning technologies. › Build infrastructure for future growth. › Move beyond an LMS to a tightly-integrated Learning Business Management System - Customer Experience - Stakeholder Needs
  17. 17. Stage 4: Optimizing Optimizing Actions › High level training executive leading the organization. › Accountable to a number. - Revenue, profitability, product adoption, Renewals › Customers see training as a strategic part of your offering. › Be Accountable to a number. › Optimize pricing model. › Further connect learning management system to company systems. › Continuously look for ways to improve training experience.
  18. 18. © 2014 ServiceRocket Inc. CustomerSuccess Training Maturity Reacting Performing Scaling Optimizing Review the Model
  19. 19. © 2014 ServiceRocket Inc. Putting the Maturity Model to Use Assess Yourself Take ActionDecide How Far You Want to Go Set Goals 1 2 3 4
  20. 20. © 2014 ServiceRocket Inc. How ServiceRocket Can Help TrainingRocket – White-label training platform for running your training business Training Business Strategy Curriculum Design and Development Training Delivery and Coordination
  21. 21. © 2014 ServiceRocket Inc. servicerocket.com

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