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We conducted a collaborative “Choose Your Own Adventure Webinar” to explore challenges, ideas, and best practices for implementing Git with Atlassian Stash through our expert panel. These are the presentation slides used in the webinar.
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© 2014 ServiceRocket Inc.
to Grow Your Enterprise SoftwareBusiness with Training5 WAYS
© 2014 ServiceRocket Inc.
Where in the World?
© 2014 ServiceRocket Inc.
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
© 2014 ServiceRocket Inc.
AboutServiceRocket
© 2014 ServiceRocket Inc.
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
© 2014 ServiceRocket Inc.
© 2014 ServiceRocket Inc.
Reduce churn
Increase renewals
1
2 Yield more revenue5
Increase CustomerSuccess3
4
Increase Adoption
© 2014 ServiceRocket Inc.
© 2014 ServiceRocket Inc.
What is the No. 1 Priority In Your Business?Poll:
© 2014 ServiceRocket Inc.
The QuestionTraining is critical for product adoption and engagement which lead to revenue growth, so why do most organizations consider training as a cost center?
© 2014 ServiceRocket Inc.
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
© 2014 ServiceRocket Inc.
Cus
tom
er S
ucce
ss
Training Maturity
Reacting Performing Scaling Optimizing
Where are you in the Maturity Model?
© 2014 ServiceRocket Inc.
What is the Opportunity/Why do it?
© 2014 ServiceRocket Inc.
Turn training from cost centerto profit center
THE OPPORTUNITY
© 2014 ServiceRocket Inc.
The Five Ways
Educatethe Market
Generate Leadsand Move PeopleAlong the SalesCycle
Speed UpCustomerOn-Boarding
Increase andMaintainAdoption Selling Training
© 2014 ServiceRocket Inc.
Purpose: To educate the marketplace about the underlying technology of your product or about how your product changes how your customers operate or will otherwise change their balance sheet
Particularly important for open source technologies Example
Educate the Market
© 2014 ServiceRocket Inc.
Purpose: Reduce the time it takes to close deals.Speed Up Sales Cycle
Educate prospects during the sales cycle.
Establish credibility by demonstrating expertise and service level prospects can expect from you as a customer.
- ServiceRocket Jam Sessions- Live one hour webinar-style product demos- Scripted demo + Live Q&A- Sales team schedules prospects into these sessions $99 / session - Coupon codes- Offer value to prospects
Example
© 2014 ServiceRocket Inc.
Purpose: Shorten the time it takes your customers to get up-to-speed on your products.
Speed Up Customer On-boarding
Every moment you spend on-boarding one custom-er is time spent not on-boarding other customers
Particularly important when you have: - Large enterprise customers- Complex product
Example
Developed a courses that specifically addresses the implementation process.
© 2014 ServiceRocket Inc.
Purpose: Provide the support needed for customers to maintain skill using your product.
Increase and Maintain Adoption
Continued adoption of existing employees- Refresher and continued training on new releases
Employee Turnover
Support gradual increase in use over time
Example
Atlassian - Frequent product releases
Continuous need to update training content- Customers need training on new versions- Customers are on different product versions
Our customers have a strategic and continu-ous need to come back to us for more train-ing
© 2014 ServiceRocket Inc.
Purpose: Run a profitable training business that not only supports itself, but contributes profits and positive cash flow to the consolidated financial statements.
Free softwareMake money on services, support, and training
Example
Sell Training
© 2014 ServiceRocket Inc.
The Five Ways
Educatethe Market
Generate Leadsand Move PeopleAlong the SalesCycle
Speed UpCustomerOn-Boarding
Increase andMaintainAdoption Selling Training
© 2014 ServiceRocket Inc.
How ServiceRocket Can HelpTrainingRocket– White-label training platform for running your training business
Training Business Strategy
Curriculum Design and Development
Training Delivery and Coordination
© 2014 ServiceRocket Inc.
servicerocket.com
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