webinar - how to take your training business to the next level

© 2014 ServiceRocket Inc.

How to Take Your TrainingBusiness to the Next Level


Where in the World?


Agenda

Introduction to ServiceRocket Setting the Stage The Enterprise Software Maturity Model - Describe Each Stage - Action to Take to Get to the Next Stage Putting the Maturity Model to Use


@billcush

Bill Cushard

About the SpeakerTraining Lead @Servicerocket

15 years experience building training de-partments, focused on enterprise software

Author, Critical Skills All Learning Profes-sionals Can Put to Use Today

/in/billcushard


AboutServiceRocket


Help fast growing software companies scale

140+across 5 offices:Palo Alto, Sydney, Kuala Lumpur, Santiago, London

employeesFounded in 2001

Training, Support, Implementation, Tools

Training company at our core

in Sydney, Australia.

Our Customers


Reduce churn

Increase renewals

1

2 Yield more revenue5

Increase CustomerSuccess3

4

Increase Adoption



How mature is your software training business?

We hardlydo anytraining.

Our trainingworks for

customers.

Training isstrategic

and a profitcenter.


5

6

7

84

Strategic alignment

Content development

Delivery

Diagnostics

Reporting and analysis

Technology integration

Administrative services

Portfolio management

Source: Harward, D., & Taylor, K. (2014). What makes a great training organization?: a handbook of best practices. Upper Saddle River, NJ: Pearson Education, Inc.

Training is HardYou must be great at these eight key process capabilities of great training organizations


Winning in the Enterprise Software Economy

Using the Enterprise Software Training Maturity Model to Increase Adoption, Improve Customer Success, and Grow Your Business

http://tinyurl.com/SReBookMMDownload the eBook


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Training Maturity

Reacting Performing Scaling Optimizing

Software Training Maturity Model


Stage 1: Reacting

› Customer is driving need for training - In fact, customer may have even surprised you with a training request› The fire drill begins - Who can develop/deliver it? - You look for people to pull from (services, support, etc). - Highly stressful

› Review current state of training content› Analyze training needs. - What do customers repeatedly request?› Select 1 to 3 topics that need to be covered.› Develop courses in a standard way.› Offer those courses to customers. - If customers want something else, say “No” or charge for custom training.

Reacting Actions


Stage 2: Performing

› Yes, you have training and customers take it.› Learning management system (maybe).› Training content covers 80% of what customers need to learn.› Training manager or someone who “owns” training.› Customers give training good scores on surveys.

› Post complete training schedule on web site.› Have a process to allow customers to self-register and pay for training.› Finalize and formalize training materials for each course.› Develop a process for keeping training content up-to-date.

Performing Actions

Stage 3: Scaling

Scaling Actions

› Need to figure out: How to handle growth in training demand, without growing team at same rate.› Putting self-paced learning options in place.› Training partner model.› Leveraging learning technologies.

› Build infrastructure for future growth.› Move beyond an LMS to a tightly-integrated Learning Business Management System - Customer Experience - Stakeholder Needs

Stage 4: Optimizing

Optimizing Actions

› High level training executive leading the organization.› Accountable to a number. - Revenue, profitability, product adoption, Renewals

› Customers see training as a strategic part of your offering.

› Be Accountable to a number.› Optimize pricing model.› Further connect learning management system to company systems.› Continuously look for ways to improve training experience.


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Training Maturity

Reacting Performing Scaling Optimizing

Review the Model

› Be Accountable to a number.› Optimize pricing model.› Further connect learning management system to company systems.› Continuously look for ways to improve training experience.


Putting the Maturity Model to Use

AssessYourself

TakeActionDecide How Far

You Want to Go

SetGoals

1

2

3

4


How ServiceRocket Can HelpTrainingRocket– White-label training platform for running your training business

Training Business Strategy

Curriculum Design and Development

Training Delivery and Coordination


servicerocket.com