This document provides an overview of six major learning theories that can help Customer Success Managers optimize training and education for their customers. It summarizes Behaviorism, Constructivism, Situated Cognition, Interactional Theories, Cognitive Development theory, and Schema theory. For each theory, it outlines the primary theorists, definition, examples of learning experiences, and teaching experiences that align with that theory. It concludes with a matrix mapping training techniques to the different learning theories.

1. Final Project
Learning Theory Job Aid- Option #2
Justin Pearson
EDCI 531
Dr. Watson
Spring 2021

2. An introduction to learning theories for Customer Success Managers
“A learning theory, then should explain the results associated with learning and predict the conditions under which learning
will occur again. It is obviously the goal of instruction to apply this knowledge in the provision of appropriate conditions for
facilitating effective learning.” (Driscoll, 2014, p. 5)
Customer Success Managers like you have unique opportunities to help customers learn about our software and services. In
fact, roughly 60% of our key performance indicators involve helping customers adopt our software. This is usually done with various
forms of training and curriculum/collateral creation. Overall, it can be overwhelming figuring out how to approach each customer.
Each customer has dozens (if not) hundreds of individuals that you may deal with on a daily basis. We know that every person learns
and retains information in different ways. We should also acknowledge that we are not trained educators even though a huge part
of our role is to educate, inform and socialize value. It may feel daunting to decide which teaching and training techniques to use
and when.
This is where learning theories come into play. By taking a closer look at some of the major learning theories that have been
developed, we can create a formulated approach for your customers. You will likely find that you may already been applying some
learning theory without even realizing it. We will examine six popular learning theories and give examples of how learners best
respond to teaching methods with this approach. Attached, you will also find a mind-mapping visual that provides real-world
activities you can use as a Customer Success Manager. Learning theories can be mixed and matched to optimize learning.

3. Theory Name Behaviorism
Primary Theorists B.F. Skinner, J.B Watson
Definition Behaviorism is constructed less as a formal theory and more as
a psychological observation mechanism. The main idea is that
learning is determined by observation of behavior in changing
environments. There is an emphasis on producing outcomes
and observing those outcomes.
Learning Experience  Definingandapplyingpersonal explanationsof information
 Habitformingthroughpractice and applyingfeedback
 Small,butprogressive learningwithreinforcementstages
Teaching Experience  Applya reinforcementschedule
 Repetition
 Stimulusw/Response
Theory Name Constructivism
Primary Theorists D.J Cunningham, D. Jonassen, D. Perkins, E. von Glaserfield
Definition Constructivism is deep rooted in psychology and philosophy and
is a large collection of approaches. Constructivism supports that
learning takes place through main themes of self-guided
learning, self-negotiation, ownership, critical thinking, and self-
awareness.
Learning Experience  Create personal meaning&purpose throughexperiences
 Learningjourneymustbe personal
 Usuallyinteractive &social
Teaching Experience  Facilitate multipleformatoptionstoabsorbinformation
 Let the studenthave ownershipovertheirlearning
 Considerself-guided&self-pacedlearningmodules

4. Theory Name Situated Cognition
Primary Theorists J. Lave, A.L. Brown, E. Wenger
Definition Situated Cognition theorizes that learning mostly takes place in
social activities and situational conditions. Situated Cognition
applies that human development is fundamentally social.
Learning Experience  Engage in newactivitiesto create scaffolding
 Abilitytoapplyorarticulate observations
 Learn frompeersinsocial varieties
Teaching Experience  Facilitate highparticipation&collaboration
 Considergroupwork
 Considerreal worldsimulations
Theory Name Interactional Theories
Primary Theorists J.S. Bruner, Lev Vygotsky
Definition Using three main modes of cognitive learning: (enactive, iconic,
symbolic), learning best takes place in social and interactive
scenarios.
Learning Experience  Applyingconceptual/existing knowledge
 Interactwithpeersor instructorforproblemsolving
 Use one’scultural tools
Teaching Experience  Provide symbolsandanalogies
 Incorporate cultural relevance tolearningenvironment
 Create a social interactionrichenvironmentforlearning

5. Theory Name Cognitive Development
Primary Theorists J. Piaget, R. Case, D. Klahr, R,J, Sternberg, S. Carey, R. Siegler
Definition Cognitive Development theory uses psychology foundations to
show that people learn in stages ordevelop over time through
progression. This can be done through pattern recognition,
rehearsal, and multi-store memory function.
Learning Experience  Learninginchunksor phases
 Memorybuildingthroughstimulusnot“cramming”
 Backgroundinformation&contextishelpful
Teacher Experience  Provide observationallearning
 Take previousknowledge intoaccountwithnewinformation
 Personalizedlearningapproach
Theory Name Schema Theory
Primary Theorists D. P. Ausubel, D.A. Norman, D.E. Rumelhart
Definition Schema Theory states that learning best takes place when
students are building mental models or schemas to associate
information with problem solving.
Learning Experience  Usingschemato buildorderof operationsorstepsininfo
 Buildonexistingunderstandingtoadd newknowledge
 Categorize newinformationwithexistingoutlookor
environment
Teacher Experience  Create meaningfulconnections
 Provide associationexamples orconnectedtopics
 Use of imagery

6. Training & Theory Association Matrix

7. References
Behaviorism. (2020). Retrieved on February 25th, 2021 from https://gsi.berkeley.edu/gsi-guide-contents/learning-theory-
research/behaviorism/
Cherry, K. (2019). The Role of a Schema in Psychology: Retrieved on February 25th, 2021 from https://www.verywellmind.com/what-
is-a-schema-2795873
Cognitive Learning. (2020). Retrieved on February 25th, 2021 from https://www.valamis.com/hub/cognitive-learning
Driscoll, M. P. (2014). Psychology of learning for instruction. Harlow, Essex: Pearson.
Romaniuk. S.N. (2018). Situated Cognition And Meaningful Learning In College Classrooms: Retrieved on February 25th, 2021 from
https://elearningindustry.com/situated-cognition-meaningful-learning-college-classrooms
McLeod, S. (2019). Constructivism as a theory for teaching and learning: Retrieved on February 25th, 2021 from
https://www.simplypsychology.org/constructivism.html