Webinar Slides: Building And Leveraging Your Customer Education Technology Stack
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This webinar provides an insider's guide to the technical aspects of building connectors, reports, and utilizing Gainsight and Learndot. We'll take a deep dive into reports, completion rate dashboards, and more to help you get the most out of Gainsight and Learndot. http://learndot.servicerocket.com/building-and-leveraging-your-customer-education-technology-stack
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Webinar Slides: Building And Leveraging Your Customer Education Technology Stack
- 1. BUILDING AND LEVERAGING YOUR CUSTOMER EDUCATION TECHNOLOGY STACK
- 2. 2 © ServiceRocket SPEAKER CO-HOSTS Dave Derington Head of Training Gainsight Sarah E. Brown Marketing ServiceRocket Jesse Miller Product Manager ServiceRocket
- 4. 4 © ServiceRocket ABOUT SERVICEROCKET Implementation 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 2017
- 6. Software Companies Using Learndot 6© ServiceRocket 2017
- 7. 7 © ServiceRocket The Business of Customer Education (BOCE) At Pulse servicerocket.com/boce
- 9. From Reactive Funnel to Proactive Hourglass 1 SALES ADOPT $ $ $ $ Reactive customer service model optimized to reduce cost-to-serve Proactive customer success model optimized to increase revenue per customer TRANSACTION ECONOMY FUNNEL RELATIONSHIP ECONOMY HOURGLASS EXPAND RENEW SALES $ SUPPORT SUCCESS
- 10. 6 of top 12 software companies* 43% of publicly traded cloud companies** Powering Customer Success Leaders * PWC Global 100 software study; ** Bessemer Cloud Index ***Deloitte 2016 Fast 500 North America Customers 375 + YoY User Growth2X 7th Fastest Growing Tech Company***
- 11. Drive ROI with Gainsight Higher Retention 102% Gainsight Customer Avg Net Retention Rate vs. 98% Non-Gainsight Customer Avg Net Retention Rate Faster Growth 30% Gainsight Customer Average YOY Growth vs. 25% Non-Gainsight Customer Average YOY Growth Time saved per person per week Less time to process renewals70% Time saved reviewing accounts50% 25% Increased Efficiency Source: Study conducted by Bessemer Venture Partners and Pac Crest, 2015
- 12. 12 © ServiceRocket AGENDA • Talk about Data • Best practices for LMS data in Salesforce • 4 data point your LMS must provide • Enrollment, Confidence, Scores, Etc. • Leveraging your LMS Data in Gainsight • Data Spaces • The MDA • Reports and Dashboards • What’s Next? • Next Webinar
- 13. 13 © ServiceRocket Best Practices for LMS data in Salesforce ● Keeping LMS data in separate objects – Sales/Marketing teams groom Salesforce Objects, don’t clutter. – Keep a complete picture of a User in the LMS. ● Try not to limit LMS data you incorporate – Get the full picture, don’t restrict data you bring into Salesforce – *Consider Salesforce Data Limits*
- 14. 14 © ServiceRocket Data that you need from an LMS ● User and Accounts – Make sure you can connect a user to an organization ● Enrollments (record of user’s progress on given content) – Percent Completed – Scores – Confidence Scores ● Content Records – Content Hierarchy (e.g. Course A has Module 1 and Module 2) ● Orders and Payments – (if selling courses via e commerce)
- 17. 17 © ServiceRocket Limits on joining data in Salesforce ● Limited to two joins – e.g. Learndot Enrollment to Learndot Account ● Adding unnecessary references
- 19. 19 © ServiceRocket Gainsight Data Space
- 21. 21 © ServiceRocket Gainsight MDA ● Matrix Data - Object – “New” Data object that you can create – Outside of confines of Salesforce • No API Call limits • etc. – Populate with whatever data you want. – “a database table and its columns”
- 22. 22 © ServiceRocket Use Cases ● #1 - Onboarding New Customers ● #2 - Improving NPS ● #3 - Training against Opps ● #4 - Is eLearning or ILT more valuable
- 23. 23 © ServiceRocket The Challenge Want to see your Use Case implemented? Email marketing@servicerocket.com
- 24. 24 © ServiceRocket JOIN OUR NEXT WEBINAR IN THE SERIES [Upcoming Webinar] IMPROVING CUSTOMER EXPERIENCE BY MAKING DATA ACTIONABLE FOR BUSINESS TEAMS http://bit.ly/2n7pKf1 MORE INFO ABOUT BOCE AT PULSE https://www.servicerocket.com/boce
- 25. 25 © ServiceRocket Dave Derington Head of Training Gainsight Sarah E. Brown Marketing ServiceRocket Jesse Miller Product Manager ServiceRocket QUESTIONS
- 27. 27 © ServiceRocket ● https://learndot-gainsight-developer-dev- ed.my.salesforce.com/a004100000B3MZq ● https://learndot-gainsight-developer-dev- ed.my.salesforce.com/a004100000B3NPH ● https://learndot-gainsight-developer-dev- ed.my.salesforce.com/a004100000B3LUH