Demonstrate the Value of Customer Education Using Salesforce
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This document discusses demonstrating the value of customer education through focusing on results. It presents the challenges of demonstrating value and introduces frameworks for evaluating training. Examples are provided of linking training to renewals, comparing training modalities, and whether public training leads to new sales. Key takeaways are tracking new vs renewal business and account churn. Customer education can be tied to business results through a customer success approach.
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Demonstrate the Value of Customer Education Using Salesforce
- 1. DEMONSTRATE THE VALUE OF CUSTOMER EDUCATION WITH SALESFORCE
- 4. 4 © ServiceRocket ABOUT SERVICEROCKET Implementations SupportTraining ServiceRocket is a trusted partner that fulfills the whole product imperative by helping enterprise customers realize the value of their software investments.
- 5. 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
- 6. Software Companies Using Learndot 6© ServiceRocket 2015
- 7. 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
- 9. 9 © ServiceRocket DEMONSTRATING VALUE IS A CHALLENGE
- 10. 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
- 12. 12 © ServiceRocket FOCUS ON RESULTS Result Customer Satisfaction New Business Retention Efficiency
- 15. 15 © ServiceRocket FOCUS ON RESULTS Result Customer Satisfaction New Business Retention Efficiency
- 16. 16 © ServiceRocket THE LAST PROBLEM… Training Activity Results
- 17. 3 EXAMPLES
- 18. 18 © ServiceRocket EXAMPLE 1 Does training actually increase renewals?
- 19. 19 © ServiceRocket EXAMPLE 2 Which is better? Instructor Led Training, eLearning, etc?
- 20. 20 © ServiceRocket EXAMPLE 3 Does public training lead to new product sales?
- 21. 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.
- 22. 22 © ServiceRocket MORE DETAIL [Blog] How to Tie Customer Education to Business Results: A Customer Success Approach http://bit.ly/CEEval
Editor's Notes
- Use this title slide used when talking to ENTERPRISE PERSONA
- There are several things that set us apart from the hundreds of other LMS products on the market, the first being our focus. We have chosen to focus on technology companies because they have unique needs – they tend to be highly iterative in their product offerings, they like to have more controls of their web experience, they put more focus on concepts like search engine optimization, on a new breed of business applications. Addressing their unique requirements is something we have prioritized. We are an open platform. We have a published API that provides programmatic access to the platform. We’ve also built, in concert with our partners, applications that interface with the platform to provide extensibility and best of breed services to extend the capabilities of the platform. We have developed advanced analytics and reporting capabilities. From a branding standpoint, we’ve taken great strides to ensure that the platform does not constrain your ability to create a consistent experience with the rest of your customer facing web properties. We provide significant design flexibility while preserving the experience across multiple device types including mobile devices and tablets. And our greatest differentiator, our people, that are committed to customer success and the development of long standing partnerships with our customers.
- This model has been recognized by the most innovative companies in the industry – companies that share our vision of how applications should be architected and how learning should be delivered. These customers represent the new breed of enterprise business applications and we are extremely proud to be partnered with every one of them (on this partial list)
- Accounts that renewed: https://your-software-product.my.salesforce.com/00O15000007oLzM Training against the amount: https://your-software-product.my.salesforce.com/00O15000007oLzC Accounts that didn’t renew: https://your-software-product.my.salesforce.com/00O15000007oLzb Churn Accounts against the Amount: https://your-software-product.my.salesforce.com/00O15000007oLzl
- Renewals by Type: https://your-software-product.my.salesforce.com/00O15000007oLzq Churn by Type: https://your-software-product.my.salesforce.com/00O15000007oM00
- Training before Opportunity Close Date: https://your-software-product.my.salesforce.com/00O15000007oM3O Training before vs Training after: https://your-software-product.my.salesforce.com/00O15000007oM3Y