webinar slides: building and leveraging your customer education technology stack
TRANSCRIPT
BUILDING AND LEVERAGING YOUR CUSTOMER EDUCATION TECHNOLOGY STACK
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SPEAKER CO-HOSTS
Dave DeringtonHead of Training
Gainsight
Sarah E. BrownMarketingServiceRocket
Jesse MillerProduct ManagerServiceRocket
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ABOUT SERVICEROCKET
Implementation Support Training
ServiceRocket is a trusted partner that fulfills the whole product imperative by 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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The Business of Customer Education (BOCE) At Pulse
servicerocket.com/boce
Platform
Best Practices
CommunityExpertise
About Gainsight
From Reactive Funnel to Proactive Hourglass
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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
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
Customers375+
YoY User Growth2X
7th Fastest Growing Tech Company***
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
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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
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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*
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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)
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Limits on joining data in Salesforce
● Limited to two joins– e.g. Learndot Enrollment
to Learndot Account
● Adding unnecessary references
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Gainsight Data Space
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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”
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Use Cases
●#1 - Onboarding New Customers●#2 - Improving NPS●#3 - Training against Opps●#4 - Is eLearning or ILT more valuable
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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 PULSEhttps://www.servicerocket.com/boce
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Dave DeringtonHead of Training
Gainsight
Sarah E. BrownMarketingServiceRocket
Jesse MillerProduct ManagerServiceRocket
QUESTIONS
servicerocket.com
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● 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