balancing demands of running a customer education business

BALANCING THE

DEMANDS OF RUNNING A

CUSTOMER EDUCATION

BUSINESS

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SPECIAL GUESTS

Donna WeberPrincipal

SpringBoard Solutions

Minette ChanDirector, Global Sales

and Technical Learning

Synaptics

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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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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

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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 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 WeberPrincipal

SpringBoard Solutions

Minette ChanDirector, Global Sales

and Technical Learning

Synaptics

14

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UPCOMING WEBINAR

Ensuring Smooth Customer

Journey Transitions Every

Step of the Way

Tuesday, August 9

10am PT

servicerocket.com/success/webinar

s

Emilia D’AnzicaVP of Customer Engagement

servicerocket.com