As a technology supplier, your recurring revenue stream depends on whether your customers can successfully adopt your offers and realize the full value of their investment. At TSIA, we’ve written a lot about customer adoption, and I personally have authored several posts that illustrate the role education services can play in facilitating it. In this post, I want to share with you a collection some of my favorite posts that tell the broad story of adoption and where education services can fit into your strategy.
Before you can set a course for ensuring your customers successfully adopt your technology, you’ll first need to identify the levels of adoption you’re bound to encounter. Adoption falls along a gradient of low, to high, to effective consumption of your product or service, and moving a customer along this path can unlock greater potential for contract renewal and future profits.
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The left-hand graph speaks to "low adoption" (are customers using the product, and do they use it more after training?), the middle speaks to "high adoption" (can they use more features and functions after attending training?) and the right one speaks to "effective adoption" (can they use the product more independently, after taking training?). The detail behind this graph can also be found in the article, "Gauging Value: Answering the Training/Adoption Question."
The best way to gauge where your customer falls along the previously mentioned “adoption gradient” is to see how they’re consuming your offers, and in the case of education services, this means learning content. But, measuring this depends on whether you’re using a “broad” (one-to-many) or “deep” (one-to-one) approach to delivering that content.
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Are they ‘one and done,’ having consumed only one course or a single piece of content, or are they consuming everything that you have, a little bit at a time? Perhaps they're reading the blogs you post, attending online courses, watching YouTube videos, etc. […] In order to successfully impact adoption, you'll need to consider both broad and deep approaches.
This step-by-step guide outlines different plays you can run to increase adoption by getting a better understanding of how your customers are consuming learning materials. By tracking and analyzing learner consumption, you can then spot any gaps in their adoption journey and take the necessary steps to ensuring that your customers have everything they need to get the most out of their purchase.
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For even more detail on these plays, I’d also encourage you to download the related free report, “Education Services Adoption Playbook.”
While your Support Services and Professional Services teams are also well-suited to promoting better adoption of your technology, your Education Services team can deliver training in a one-to-many model that is both cost-effective and efficient.
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Education services is a one-to-many model.
With most Customer Success organizations focused on ensuring that a customer can effectively adopt a product or service, Education Services is best positioned to aid in this process by providing training and learning resources. In this post from our “Organizational Convergence” blog series that I and the rest of the TSIA Research team contributed to in preparation for our Technology Services World conference on the topic, I share 7 reasons why Customer Success teams can benefit from partnering with Education Services.
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Certification is one of the best ways to keep your learners engaged with your content, while simultaneously allowing you to monitor user consumption of your offers. This post shares just some of the many ways certification can lead to increased customer adoption.
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Once you’ve decided that certification is something you’d like to offer, it’s important to do it right. This post highlights 2 best practices I recommend for your certification program based on industry data TSIA has collected.
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At TSIA, our mission is to provide technology and services organizations with the most current and relevant data to helping them improve their operations and solving their biggest challenges. In my research area of Education Services, I work closely with our members to ensure the success of their education services function by offering data-driven research and fact-based insight on content design, development, delivery, strategy, execution, and more.
The blogs mentioned above are just a small snapshot into the vast library of best practices research and actionable content we have that can help your business achieve new levels of growth and profitability. Contact us today to learn more about how I and the rest of the TSIA Research team can help you get the business results you’re looking for. And as always, thanks for reading!