@billcush

Bill CushardHead of TrainingServiceRocket

@SEBMarketing

Sarah E. Brown(moderator)

Learndot

Where in the World?

#TrainingIs Customer Success Series

Topic:Date:

Getting Started (recording: bit.ly/start-training) March 31, 2015Moving at the Speed of Software (Today!) April 21, 2015Data-Driven Approach to Training(register at bit.ly/data-training-cs)

May 19, 2015Training in Pre-Sales to Help Sell Product June 16, 2015Target Right Training to Right Audience July 14, 2015

Poll

FastHRMTheresa Welbourne, PhD

HR Should Leverage Agile and Extreme Programming

http://bit.ly/Fast-HRM

“What learning designers can learn from agile software developers”

http://bit.ly/LearnFromAgile

68 day lag time between time product is launched and instructor-led training is ready.

http://bit.ly/Whoa-68Days

Source: 2014 TSIA Education Services Benchmark Report

Only 35% of companies regularly update content on a daily or weekly basis, and 27% admit “we have not updated our content for a very long time.” Only 36% said they have a proactive process to identify content gaps, while 35% say

they have no tools or processes to find the same.http://bit.ly/KB-NotSoMuch

Source: Technology 2014 TSIA State of Knowledge Management

ConsequencesHi support volumelow usage/adoptionLow cust sat/NPSLow renewals

Question:How can we keep our training up to date

when software is changing so fast?

http://bit.ly/SpeedOfSoftware

5 Actions To Take To Keep Up● Training Part of the Sprint● Create that Diagram● Tasks Not Features● No More Screenshots● Repurposing Release Notes

Action 1: Training Part of the Sprint● Or otherwise, part of the product

development process● Get ahead of the release

Action 2: What’s Your Diagram?● Set context● Teach concepts

o The what and the why

● Create a diagram

Action 3: Tasks, Not Features

Action 3: Teaching Task Examples● How to configure manager-level

permissions● How to change a customer address● How to update billing method?● How to create an exception invoice?

Action 4: No More Screenshots● ….I cannot see them anyway.● Screenshots are the first things to

become outdated.● Reduce, eliminate screenshots.● Focus on teaching concepts on slides

and switch to the tool to show how it works.

Action 5: Performance Support● Not everything needs training● Distinguish between major/minor

releases● Major Releases: Plan Training | Minor

Releases: Plan performance support● Repurpose release notes

Please call them something else

Think Performance Support● 35% of companies regularly update content.● 27% have not updated our content for a very long time.● 36% have a proactive process to identify content gaps● 35% say they have no tools/processes to find the same.

http://bit.ly/KB-NotSoMuch

Source: Technology 2014 TSIA State of Knowledge Management

Rocket Recap● Training Part of the Sprint● Create that Diagram● Tasks Not Features● No More Screenshots● Repurposing Release Notes

AboutServiceRocketServiceRocket partners closely with selected fast

growing software companies, becoming product

experts and ultimately delivering the highest quality

support, training and implementation services possible

on a global basis. Our platform, TrainingRocket, is a

highly effective cloud-based, on-demand learning

platform that powers the online universities at many of

today’s hottest startups.

LearndotLearndot is a new breed of learning management

system (LMS) and rapid eLearning authoring tool

designed for the modern business. Learndot offers a

full suite of beautiful eLearning, quizzing, and

certification tools that enable organizations to run fully

hosted universities, academies, and knowledge

centers for employees, customers, and partner

networks.

The Next Un-Webinar...

Tuesday, May 19, 10am PT

bit.ly/data-training-cs

A Data-Driven Approach Linking Training to Customer

Success

Thank you

learndot.com@Learndot

servicerocket.com@ServiceRocket