DEMONSTRATE THE VALUE OF CUSTOMER EDUCATION WITH SALESFORCE

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SPEAKERS

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ABOUT SERVICEROCKET

Implementations

Support Training

ServiceRocket is a trusted partner that fulfills the whole product imperativeby helping enterprise customers realize the value of their software investments.

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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

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Software Companies Using Learndot

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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

THE CHALLENGE

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DEMONSTRATING VALUE IS A CHALLENGE

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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

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STILL CONFUSED?

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FOCUS ON RESULTS

Result

Customer Satisfaction

New Business Retention

Efficiency

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WHICH ONE?

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FOCUS ON RESULTS

Result

Customer Satisfaction

New Business Retention

Efficiency

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THE LAST PROBLEM…

Training Activity Results

3 EXAMPLES

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EXAMPLE 1

Does training actually increase renewals?

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EXAMPLE 2

Which is better? Instructor Led Training, eLearning, etc?

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EXAMPLE 3

Does public training lead to new product sales?

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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.

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MORE DETAIL

[Blog]How to Tie Customer Education to Business Results:

A Customer Success Approach

http://bit.ly/CEEval

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QUESTIONS

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