Software adoption comes with customer success. Software training has been proven to increase customer success, but how do you know whether your software needs training? Is it the right time? Can your company afford it? Do enterprise customers really need it and do the benefits outweight the costs? Explore the reasons why your software should have training in this slideshare by ServiceRocket. www.servicerocket.com/blog/category/training/enterprise-software-training-series/

1. © 2014 ServiceRocket Inc.
Ways To Know Whether
Your Enterprise Software
Customers Need Training17

2. © 2014 ServiceRocket Inc.
Your customers need your software to be
successful running their businesses.
Unless they get the most out of your software,
they cannot be successful.
Great training fuels
Bersin by Deloitte, the leading research and advisory
services firm that covers the enterprise learning market,
found that compared to average performing companies,
high-impact organizations invest significantly more on
training, at just over $1,000 per employee per year.
High-impact organizations also deliver more training
hours per employee, at 20 hours per employee per year
versus 15 hours per employee for average performing
organizations.
customer success

3. Customers Are Successful
According to Gainsight's Five Organizational Models of Customer Success,
training is a critical function for enterprise software companies selling a product
that has at least a medium level of complexity.
So, how do you know if you need to provide training to
your enterprise software companies?
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4. You know that your enterprise software
customers need training when...
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5. Customers might not always be right, but if they are asking for
training, there might be a serious need for it. Customers might
also be willing to pay for it.
Customers keep
asking for training
?
??
?
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6. All of your competitors have training
If your competitors have training, there is likely to be demand for it
in the marketplace.
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7. Your services and support teams are spending
time on training NOT on implementations3
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8. Training is not always about training customers on features and functionality. More often, training is about teaching
people a new way to work, which just so happens to be the way your product is designed. Help customers understand
the new way of working to prevent them from going off the rails before they even begin.
You want to get your customers up to speed
on the language and specifics of your product
to prevent them from going off the rails4
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9. If you support open source technology, this is an especially important issue.
Training can be used to educate the enterprise market to generate awareness and sales leads.
Potential customers keep
telling your sales team...
"I don't even know what
this technology is or why I need it?"
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10. Training is one of the best ways to gather your customers into a room with one of your trainers
and immerse them in your company, your products, and even your culture. Live, in-person training
is a great way to institutionalize your technology into your customers' environments.
You want to institutionalize
your technology in the enterprise6
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11. The constant fire drill stresses everyone out.
An organized, repeatable training program can
eliminate the fire drill.
PUSH
PULL DOWN
TRAINING ALARM
! !
!!
!
!
It’s a fire drill every time
a customer requests training7
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12. You want to capture best practices around
your products, not just inside your products
As you conduct training sessions with your customers, your trainer learns about how each
customer uniquely uses your products. You can learn from this, share this knowledge with
future training classes, thereby continuously increasing your knowledge and credibility.
8
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13. Why not use training to educate your new customers on your implementation
process from the start, so they know that you know what you are doing.
You want to start providing consistency
across your implementations9
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14. Customer churn is high
10 According to Emmet and Mark Murphy, authors of Leading on
the Edge of Chaos, depending on the industry, reducing your
customer defection rate by 5% can increase your
profitability by 25% to 125%.
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15. If your customers are not using all (or most)
of the features of your product
"Why do I need to renew your product, all it does is send invoices."
Don't let your customers use only one of your product features.
"Why do I need to renew your product, all it does is send invoices." - One of your former customers.
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16. A majority of support's time is spent teaching
customers how to do things
How
do i...
Support should help customers solve problems, not conduct
mini-training sessions over and over again.
How
do i...
How
do i...
How
do i...
How
do i...
How
do i...
How
do i...
!
! !
!
How
do i...
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17. It is difficult for your own
team to learn your products
C'mon. Seriously? You know it takes your own new hires a long time to learn your products
and technology, but you don't think your customers need training?
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18. You want to reduce the amount of time
it takes to on-board customers
If you have any idea how long it takes to on-board a new customer, you get an idea of how much money
you can save if you speed up that process. An organized, repeatable training program can reduce on-boarding
time, reducing your costs and increasing customer satisfaction.
!
!
!
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19. Crossing the chasm
Your technology is open source, and you are trying to increase
enterprise adoption.15
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20. If you want to make an outstanding first
impression to your customers or potential
customers
In a SaaS, cloud-based, freemium world the chances of making a great first impression
are few and far between. You can change that dynamic by providing live training with an engaging trainer.
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21. If you want to increase customer satisfaction
According to a recent Gainsight survey, the number one reason for customer churn is that
customer expectations are not met. Training is a great way to set expectations and increase
customer satisfaction.
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