Comments
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Hi Ibrahim, I'm not sure if I fully understand what you're looking for: you're asking for somebody who offers in general a wide range of Bite-Sized videos around CX? From our view, we did look some years ago into a platform offering bite-sized topics / general learnings. There are primarily 2 approaches: the bigger and…
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On our side AI plays of course a big role as well as modularization. Also looking into video snippets / video content vs full eLearning and improving the UX for Clients.
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@Joachim Worf the benchmark @Carlos Alves mentioned is a great idea to get an idea of where you are. In the case your leadership is questioning NPS in general or questioning NPS for Training then you can find lots of additional research underlining the Benchmark from TSIA. If you need help please ping me and I can find…
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@Carlos Alves I fully agree. Honesty is treated as the key - and people understand that if company results are bad there are cuts. But this also means that leadership must be prepared to act once results are better. So, morale can be kept at a certain level if people are certain that after the challenges things are getting…
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Hi, yes, of course: IBM belongs to the 60% of Fortune 1000 companies using NPS in lots of areas. We introduced in Training NPS 10 years ago, when our PSAT and CSAT were on a highest level, but we felt we need to improve, especially as we moved to a partner led model at that time. After 18 months we could see 1 partner with…
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There is (not yet) a silver bullet from my view - and in the case anybody knows one let us know ;-) . We tried different approaches, and focussed a lot on search + AI, but currently we're going back to the question: how is the Client approaching learning? And in our case Clients want learning paths, that are guiding them.…
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@Beverly van de Velde this is interesting and good to hear that there is somebody else looking into this. We decided on IBM side that I'll go ahead in running a pilot (early December) and we'll come up similar to you with a Points System long-term (to be released latest middle of next year), and I'll align our points to…
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@Neal Hatton , yes - NPS is used by more any more companies, but I see lots of wrong usage: NPS works especially well as indicator in industries where an industry average already exists - but then companies still need to implement always an open question to be able to dig into the root causes for a high or low NPS compared…
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Interesting. I am not sure why somebody thinks NPS is dead - research numbers show that more than 50% of companies are using NPS and this number is still growing (not speaking about Training). Let me focus on the Training industry with the next lines: I think the biggest fact is that there is lots of research in certain…
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Interesting for all of you: "Yes" is the answer. I asked ChatGPT to answer your question, and here comes the answer (copy+paste from ChatGPT): "Several companies have integrated ChatGPT into their customer success processes. Here are a few examples: Hugging Face: Hugging Face, a company that specializes in natural language…
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Thans @Edly Villanueva for distributing to a group of people. I can speak about Training, and I agree to @David Dixon that this is an interesting question and it is not easy to sell Training. I have recently been in a discussion with a company that had the same problem of using 5%, and this did not create any interest.…
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Hi Beverly, I believe the research conducted by TSIA is, as always, excellent and provides a comprehensive overview. However, I would like to add a few important points to consider. I am writing this as a representative of a company that has experienced significant success with the use of the Net Promoter Score (NPS), so…
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Hi, I have doubts that this exists - and my recommendation would be to do an analysis of NPS+NPS Comments (if you do not use NPS or without comments then introduce NPS and/or comments) - and have a manager taking an NPS report of the lowest performers and look to the comments. This is something simple and powerful and easy…
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Hi, the easiest way to start recommendations is to use a "You have taken course X - and most other people who have taken course X afterwards took course Y". Most Learning Systems are able to collect this data, and you can relatively simple program this. It is not perfect - but a good first step. Next would be "Users who…
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Hi Jacqueline, I am working with Webex as part of my role in IBM for Technical Training, and Zoom and Teams as I am working also with various Universities, who prefer either Zoom or Teams. If you had asked me prior to the pandemic my answer would have been "use WebEx", but Zoom + Teams really picked up. From pure…
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I have seen companies only looking for license growth. Others want to see other kinds of revenue or it could be both. My answer would be that the Executive of Customer Success should have KPIs his boss wants him to be successful in - and this is exactly what you need to use. And this may not be the same each year and for…
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Hi. Yes. I agree to @CarlosAlves . Probably to add: I can see a trend where Certification is a criteria, but also Badges, that are obtained in easier ways than Certification. They could represent additional skills besides the Certification, d.h. a product etc. It seems the combination of both are the future at the moment.…
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Yes, we also use the same. And we see in general a trend on the technology side (not speaking about sales training), that Training for Clients and Partners (and our own employees) could be the same. So, using the same Subscription makes sense. The biggest differentiator we see is giving certain discounts for the Partner…
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Reading all available research the key is as indicated by Carlos not to take the number as the single key element. It is important to use the number plus additional input from the one giving the NPS with something like "Comment" or "Why did you give the NPS". And it is also important to not compare NPS between different…
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Discounts (2nd exam 50%, 2nd exam is free) are an excellent approach, as you can contact existing users, which means you have a campaign that has a clear audience. Up to my experience, this is working quite well. Furthermore creating testimonials is a very strong and well working approach. If you have means to make sure…
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I agree that overall a CAB is a great source of information, but there is as mentioned also the challenge of getting feedback from a relatively small amount of repeating clients. Our experience is to use the CAB and listen. You can then build on this feedback: dig into data inside your company and see if you can confirm…
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There are industry averages in the work with Partners. The usual approach is to use those industry averages, and determine the right percentage based on the work they do. For example, if you provide the content and the ATP does everything else, then +-10% of the revenue should be yours. TSIA has a lot of data around this.…
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Interesting question. And I'm curious as you to read opinions here. I was part of a larger discussion around the general topic of "How can we make sure that eLearning is up to date + support is guaranteed". One topic was Sales / Partner Enablement, but the discussion was around in general eLearnings that we all have…
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Hi Claire, I can't speak about the Client impact, but I can speak about another impact: Once there is no longer revenue backing up the curriculum development then once there is the next cost cut in your company your curriculum development headcount will be at risk, and most likely get significantly impacted as there is no…
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On the best practices side: My biggest recommendation is to not look for products or solutions at first, and start with client research and a design thinking workshop: pull all stakeholders together, work on the strategy, including the personas and why you're doing this and what problem you want to solve. Based on this…
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There are others who can comment better on the best training for CSMs I assume, but around certification and upskilling I have interesting facts for you. We have numbers, that the introduction of Credentials (Badges or Certification) in general is driving more than two times the participation in any training. This means to…
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I think I can add the European perspective @Patrick Carmitchel , and the biggest influence factor is GDPR (and I understood even in the US various states started to implement similar rules as the European GDPR, so the European rules are probably the most important ones to understand). GDPR has four rules that apply to our…
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Regarding 2: I think this topic is getting more and more important for all of us. We had traditionally two different solutions that finance decided can be used: 1) revenue flows to the department that is selling the credit. 2) revenue is split with a fixed split based on the split of the yearly review of the departments.…
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I like your thoughts. 1) and 2) are correct mathematical conversions of the numbers as you explained, and from my experience which one you use is dependent on your personal decision. I have seen the usage of both, and I personally always insist to be consistent inside a company and not using both in parallel. 3) looks to…
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I think your model is a working one, I have seen this multiple times and it works. If you ask me which one is the best, I have two answers. Your model is definitely amongst the best ones from my view. the second one is to have Partner Enablement as part of your channel organization, and resources could come from TechSales.…