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How to Target the Right Training to the Right
Customers
@billcush
Bill CushardHead of Training
ServiceRocket
Anthony Nygren
Marketing, Customer Experience, and CRM Leader, EMI Strategic
Marketing
@emistrategic
Sarah E. Brown
(moderator)
ServiceRocket
@SEBMarketing
Our Speakers
Where in the World?
About ServiceRocket
Helping people get the most out of their software
TRAINING TrainingSUPPORT UTILIZATION- Founded in Sydney, Australia 2001
- Palo Alto, CA HQ since 2010
- 180 employees across 4 global offices:
- Palo Alto, Sydney, Kuala Lumpur, Santiago
Customers
#TrainingIs Customer Success Series
Topic:Date:
*Getting Started Building TrainingMarch 31, 2015
*Keeping Content Up With Software Changes April 21, 2015*Data-Driven Approach to Training May 19, 2015*Training in Pre-Sales to Help Sell Product June 16, 2015Org Structures/Roles of Great Training Orgs July 14, 2015 Target Right Training to Right Audience Aug 11, 2015
*Recordings and Registration available: http://bit.ly/sr-webinars
Agenda
● How to know who needs what training
● Training needs analysis
● Mapping courses to learners
● What can trainers learn from marketers about
segmenting
● 3 Issues to consider
Poll
Determining Training Needs
Mapping Curriculum
End Users Administrators Business Users
Course 1 X X
Course 2 X
Course 3 X
Course 4 X
Course 5 X
Question?
What can training professionals learn from marketing professional about segmenting users
and communicating to them?
Issue #1: Segment and Target
What is marketing segmentation and why is it important?
Technology Adoption Curve
Issue #2: Understand Audience
What techniques do marketers use to understand an audience?
Issue #3: Delivery Method
How do you determine the most effective content delivery method to deliver messaging
to the audience?
@billcush
Bill CushardHead of Training
ServiceRocket
Anthony Nygren
Marketing, Customer Experience, and CRM Leader, EMI Strategic
Marketing
@emistrategic
Sarah E. Brown
(moderator)
ServiceRocket
@SEBMarketing
Questions?
The Next Webinar...Tuesday, September 22 at 10am PTSCRUM is Also for Marketing:
A Practical Approach to Using Scrum to Manage Marketing ProjectsSpecial Guest:
Mark GopezDirector of Marketing, Gliffy
Register:
http://bit.ly/SR-Webinars
Thank youThank You!
servicerocket.com@ServiceRocket
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