How Training Helps People Buy Your

Enterprise Software

@billcush

Bill CushardHead of Training

ServiceRocket

Sarah E. Brown

(moderator)ServiceRocket

Steli EftiCEO

Close.io

@steli

@SEBMarketing

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

#TrainingIs Customer Success SeriesTopic:

Date:Getting Started Building Training

March 31, 2015Keeping Content Up With Software Changes April 21, 2015Data-Driven Approach to Training

May 19, 2015Training in Pre-Sales to Help Sell Product June 16, 2015Org Structures/Roles of Great Training Functions July 14, 2015

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

Agenda

● The Buying Process Has Changed

● Why Training Can Help Sell

● Who’s Doing It?

● How to Use Training in Sales Process

“Nothing Happens until a sale is made.”

o Tom Watson Sr. IBM Founder

“Nothing happens until someone buys something.”

-Jack Collis, Author of When Your Customer Wins, You Can’t Lose

“Nothing happens until someone learns something.”

-Rob Castaneda, Founder/CEO ServiceRocket

57% of the sales process is done before a buyer speaks to sales.

Corporate Executive Board

Poll

Buyers Are Learning● Research reports● White Papers● Blogs, Webinars● Friends / Colleagues….. What else are they doing?

Rocket Recap● The buying process has changed.

● Companies must figure out how to help

buyers make decisions (in the 60% time).

● Many ways to use training during the 60%

time to help buyers make decisions.

@billcush

Bill CushardHead of Training

ServiceRocket

Sarah E. Brown

(moderator)ServiceRocket

Steli EftiCEO

Close.io

@steli

@SEBMarketing

Questions!

The Next Webinar...

Tuesday, July 14 10am PTOrganization Structures and Roles

of Great Software Training FunctionsSpecial Guest: Danielle Tomlinson

Sr. Director, Global Education @ Hortonworks

Register: http://bit.ly/SR-Webinars

Thank youservicerocket.com@ServiceRocket

Appendix

“I have 9 customers that would be million dollar accounts if only I had

training to give them.”

- VP of Customer Success of SaaS company

Case Study: For every $1 spent on training, customers

spent $12 on new product sales.

- Technology Services Industry Association (TSIA)

How to Use Training in Pre-Sales

● Educate the market● Help people make decision● Generate leads● Be known for something

Who’s Doing It?

● “Inbound marketing training”● “OpenStack training”● “Big Data training”

Google these phrases

Wasted Opportunities

● Project Management Training● Sales Training

Google these phrases - No software companies come up on first page.

Methods

● Demo videos / eLearning● Live, Virtual office hours● Live, virtual demos● Intro training● Live events

Thank youservicerocket.com@ServiceRocket