Bill Cushard hosted a webinar on July 31st to help share tips and strategies on how to create a training function that will take your software business to the next level. Bill also shared ServiceRocket's Enterprise Software Training Maturity Model to help guide attendees on their current stage of development and the necessary steps for growth. Download the eBook here: info.servicerocket.com/enterprise-software-maturity-model

1. © 2014 ServiceRocket Inc.
How to Take Your Training
Business to the Next Level

2. © 2014 ServiceRocket Inc.
Where in the World?

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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

4. © 2014 ServiceRocket Inc.
@billcush
Bill Cushard
About the Speaker
Training 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

5. © 2014 ServiceRocket Inc.
About
ServiceRocket

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Help fast growing software companies scale
140+
across 5 offices:
Palo Alto, Sydney, Kuala Lumpur, Santiago,
London
employees
Founded in 2001
Training, Support, Implementation, Tools
Training company at our core
in Sydney, Australia.

7. Our Customers
© 2014 ServiceRocket Inc.

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9. Reduce churn
Increase renewals
1
2 Yield more revenue
5
Increase Customer
Success3
4
Increase Adoption
© 2014 ServiceRocket Inc.

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How mature is your software training business?
We hardly
do any
training.
Our training
works for
customers.
Training is
strategic
and a profit
center.

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5
6
7
8
4
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 Hard
You must be great at these
eight key process capabilities
of great training organizations

12. © 2014 ServiceRocket Inc.
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/SReBookMM
Download the eBook

13. © 2014 ServiceRocket Inc.
CustomerSuccess
Training Maturity
Reacting Performing Scaling Optimizing
Software Training Maturity Model

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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

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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

16. 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

17. 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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CustomerSuccess
Training Maturity
Reacting Performing Scaling Optimizing
Review the Model

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Putting the Maturity Model to Use
Assess
Yourself
Take
ActionDecide How Far
You Want to Go
Set
Goals
1
2
3
4

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How ServiceRocket Can Help
TrainingRocket
– White-label training platform for running your training business
Training Business Strategy
Curriculum Design and Development
Training Delivery and Coordination

21. © 2014 ServiceRocket Inc.
servicerocket.com