Balancing Demands of Running A Customer Education Business

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Customer education functions at fast growing enterprise software companies have many moving parts. On the one hand, developing and delivering instructionally-sound learning experiences is the foundation of an effective team. On the other hand, there is the day-to-day running of the business operations of customer education teams. These include: Developing the customer education strategy Creating the organization, getting the right roles and talent in place, and keeping the team motivated to perform at a high level Deliver internal stakeholders the information they need, including finance, sales, customer success, and support, to name a few That is a big job. In this webinar, experts discussed how to balance the competing demands of the customer education leader when it comes to running an effective education team in a technology company. http://learndot.servicerocket.com/balancing-the-demands-of-running-a-customer-education-business

Tecnologia

BALANCING THE
DEMANDS OF RUNNING A
CUSTOMER EDUCATION
BUSINESS

2
© ServiceRocket
SPECIAL GUESTS
Donna Weber
Principal
SpringBoard Solutions
Minette Chan
Director, Global Sales
and Technical Learning
Synaptics

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.

6
© ServiceRocket
AGENDA
• A Business within a Business
• Building a Team
• Scalable Content and Delivery
• Marketing and Selling Training
• Satisfying Internal Stakeholders
• How to Think about Technology
• Q&A

7
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BUSINESS OF
CUSTOMER
EDUCATION
CONFERENCE 2016

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TOPIC 1: BUILDING THE TEAM
Roles
Coordinator
Instructional Designer
Instructor
Partners / Contractors
Sales and Marketing
Organization Structure
Reporting Structure
Management Structure

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TOPIC 2: CONTENT AND DELIVERY
• Generalist versus Specialist
• Issues of Scalability
• eLearning versus ILT
• Staffing
• Keeping Up with Speed of Software
• TSIA Stat: 68 days = the average days lag time between product
release and learning content update.

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TOPIC 3: MARKETING AND SELLING TRAINING
• Free training versus paid training
• Ways to Market Training (Get Registrations)
• Marketing to New Customers versus Existing Customers
• How to Get Sales Teams to Sell Training

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TOPIC 4: SATISFYING STAKEHOLDERS
• Data Needs
• Reporting
• Integrations
• Relationships

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TOPIC 5: HOW TO THINK ABOUT TECHNOLOGY
• The Learning Technology Stack
• Learning Management System
• Virtual Delivery Tools
• Authoring Tools
• eCommerce

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QUESTIONS
Donna Weber
Principal
SpringBoard Solutions
Minette Chan
Director, Global Sales
and Technical Learning
Synaptics

14
© ServiceRocket
UPCOMING WEBINAR
Ensuring Smooth Customer
Journey Transitions Every
Step of the Way
Tuesday, August 9
10am PT
servicerocket.com/success/webinar
s
Emilia D’Anzica
VP of Customer Engagement

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Balancing Demands of Running A Customer Education Business

1. BALANCING THE DEMANDS OF RUNNING A CUSTOMER EDUCATION BUSINESS

2. 2 © ServiceRocket SPECIAL GUESTS Donna Weber Principal SpringBoard Solutions Minette Chan Director, Global Sales and Technical Learning Synaptics

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.

6. 6 © ServiceRocket AGENDA • A Business within a Business • Building a Team • Scalable Content and Delivery • Marketing and Selling Training • Satisfying Internal Stakeholders • How to Think about Technology • Q&A

8. 8 © ServiceRocket TOPIC 1: BUILDING THE TEAM Roles Coordinator Instructional Designer Instructor Partners / Contractors Sales and Marketing Organization Structure Reporting Structure Management Structure

9. 9 © ServiceRocket TOPIC 2: CONTENT AND DELIVERY • Generalist versus Specialist • Issues of Scalability • eLearning versus ILT • Staffing • Keeping Up with Speed of Software • TSIA Stat: 68 days = the average days lag time between product release and learning content update.

10. 10 © ServiceRocket TOPIC 3: MARKETING AND SELLING TRAINING • Free training versus paid training • Ways to Market Training (Get Registrations) • Marketing to New Customers versus Existing Customers • How to Get Sales Teams to Sell Training

12. 12 © ServiceRocket TOPIC 5: HOW TO THINK ABOUT TECHNOLOGY • The Learning Technology Stack • Learning Management System • Virtual Delivery Tools • Authoring Tools • eCommerce

13. 13 © ServiceRocket QUESTIONS Donna Weber Principal SpringBoard Solutions Minette Chan Director, Global Sales and Technical Learning Synaptics

14. 14 © ServiceRocket UPCOMING WEBINAR Ensuring Smooth Customer Journey Transitions Every Step of the Way Tuesday, August 9 10am PT servicerocket.com/success/webinar s Emilia D’Anzica VP of Customer Engagement

15. servicerocket.com

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Balancing Demands of Running A Customer Education Business

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Balancing Demands of Running A Customer Education Business

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