@billcush

Bill CushardHead of TrainingServiceRocket

@SEBMarketing

Sarah E. Brown(moderator)

ServiceRocket

Dave BlakeFounder /CEOClientSuccess

@davecblake

Learndot is a new breed of LMS - a rapid eLearning authoring

tool designed for the modern business. With a full suite of beautiful

eLearning, quizzing, and certification tools, organizations run fully

hosted universities, academies, and knowledge centers for

employees, customers, and partner networks.

ServiceRocket partners closely with

selected fast growing software companies,

becoming product experts and ultimately

delivering the highest quality support,

training and implementation services

possible on a global basis. Our platform,

TrainingRocket, is a highly effective cloud-

based, on-demand learning platform that

powers the online universities at many of

today’s hottest startups.

About ServiceRocketLove Your Software

Where in the World?

#TrainingIs Customer Success SeriesTopic:

Date:Getting Started Building Training*

March 31, 2015Keeping Content Up With Software Changes* April 21, 2015Data-Driven Approach to Training (Today!)

May 19, 2015Training in Pre-Sales to Help Sell Product* June 16, 2015Target Right Training to Right Audience* July 14, 2015

*Recordings and Registration available: http://bit.ly/SR-Webinars

Agenda

● Asking: What data should I collect?

● 5 key metrics to evaluate training

● Getting to an outcome focus

● Making the link

Poll

Questions to Ask● Are learners satisfied with the training?● Did learners actually learn?● Are learners applying what they learned?● Did learners improve some outcome?● What was the ROI on training?

Kirkpatrick Model

● Level 1: Learner Satisfaction

● Level 2: Knowledge Acquisition

● Level 3: Behavior Change

● Level 4: Results

Jack Phillips Added to the Model

● Level 1: Learner Satisfaction ● Level 2: Knowledge Acquisition● Level 3: Behavior Change● Level 4: Results

● Level 5: ROI

Poll - Type Your Response into Questions

Source: ASTD State of the Industry Report

Source: ASTD State of the Industry Report

So…

Why aren’t we focusing on measuring application and

results?

Ask the Right Questions

● Is the customer using the product at all?

● Could they use the product more?o Could they be using more of the product?

● Could they use the product better?Source: Technology Services Industry Association (TSIA): Maria Manning-Chapman, VP of Research, Education Services

Making the Link

● Step 1: Begin with the result

● Step 2: Design training targets at

results

● Step 3: Evaluate the results

The Next Webinar...Tuesday, June 16 10am PT

How Training Can Help Product SalesWith special guest Steli Efti of Close.io

Register:

http://bit.ly/data-driven-training

Thank you

servicerocket.com@ServiceRocket