Post-sales client success survey results 8-2013
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![Page 1: Post-sales client success survey results 8-2013](https://reader035.fdocuments.in/reader035/viewer/2022080211/558ece811a28ab7b1c8b4593/html5/thumbnails/1.jpg)
Dean Chen August 2013 @Star tupDiv ing
POST-SALES CLIENT SUCCESS SURVEY RESULTS
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HURRAY! WE JUST WON A SALE.
NOW WHAT?
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TIME TO TRAIN & ONBOARD CLIENTS.
BUT HOW?
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Webinars & instructor-led online Instructor-led on-site Self-paced eLearning Support Need to curate content Manage trainers and implementation consultants
HOW WE TRAIN & ON-BOARD?
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WOW! THAT’S A LOT TO DO.
WHAT TOOLS CAN HELP?
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Authoring tools – create content Content developers – someone else create content for you Learning management systems – deliver content Learning content management systems – manage content Web-conferencing systems –virtual instructor-led learning
TYPES OF SOLUTIONS AVAILABLE
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Goal: create content without writing code Keep in mind:
How tech-savvy? Ease of use? Type of content your users want Shelf-life of content How customizable?
Common examples: Camtasia (video), Flash, PowerPoint
AUTHORING TOOLS
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Goal: outsourced content development Keep in mind:
Well-defined content development process Experienced staff Industry expertise Prototype rapidly
CONTENT DEVELOPERS
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Goal: automate delivery of learning Keep in mind:
Targeted at employee training or external facing? Reuse of content Classroom management Useful reports On-premise deployment or cloud-based? Multi-lingual? More features isn’t always better
LEARNING MANAGEMENT SYSTEMS
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Goal: central repository to manage content creation for large-scale efforts
Keep in mind: Probably overkill for client-focused content Reuse of existing content Frequency of change Ease of use
LEARNING CONTENT MANAGEMENT SYSTEMS
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Goal: deliver content to many people over internet Keep in mind:
Multi-use: training, sales, internal meetings No plug-in Report of who attended Bandwidth constraints of clients
WEB CONFERENCING SYSTEMS
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SO MANY CHOICES. WHAT’S THE
BEST PRACTICE?
SO WE SURVEYED CEO’S.
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AND WE FOUND…
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WHAT TYPES OF USERS DO YOU WORK WITH?
100%
33% 33% 33%
0%
44%
0%
20%
40%
60%
80%
100%
120%
Customers Partners Resellers Suppliers Distributors Internal Sales
Who do we work with?
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DO YOU PROVIDE POST-SALE SERVICES?
0%
22% 22%
78%
44%
89%
11%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
No service Self-paced online training
In-product training
Instructor-led on-site
Instructor-led online
Phone support Chat support Email support
Post-sale Services Provided
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WHEN ARE SERVICES PROVIDED?
89%
67%
0%
22%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Right after purchase Throughtout year Specific Times As needed
When Services are Provided
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WHAT’S MOST IMPORTANT TO YOU?
1 Increase usage
2 Increase awareness of product features
3 Increase renewal rate
4 Earn additional revenue
5 Decrease support
6 Seek feedback
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WHAT SOLUTIONS DO YOU USE NOW?
11% 11%
22% 22% 22%
56%
0%
11%
0%
10%
20%
30%
40%
50%
60%
Home-built in-product
Home-built outside-product
Manual Online community
LMS Support Third-Party None
What solutions do we use now?
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Client enablement is a big issue Lots of ways to solve the problem Requires lots of research and planned implementation Most companies are using support to supplement/replace
training
SUMMARY
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Ask others to fill out survey and I will keep updating the results and send to you:
http://www.surveygizmo.com/s3/1331502/Client-Engagement-Implementation-Survey
or contact me at Dean Chen @StartupDiving My blog: www.startupdiving.com
WANT UPDATED RESULTS?