At TSIA, we talk a great deal about data. We have frameworks, case studies, and lots of conversations with our members about how to leverage big data assets. During these conversations, I walk our members through a succession of questions, starting with their goals, current plans, and progressing through to their data assets and analytic capabilities. In many conversations, members inform me that they have limited, or no, access to rich customer data. In particular, they have no line of sight into how their customers are leveraging their products and/or services.
If you are a service leader, and are facing this similar dilemma, you need to start talking to your education services organization—they have the data! For example, education services organizations have greater access to purchase/consumption information at the user level than any other service organization. Their learning management system (LMS) is also likely to have the most customer employee/user level information in the company, such as individual learner information, training by title, and a detailed overview of purchased services per user.
According to recent TSIA survey results, only 19% of service organizations have access to this detailed user information, while up to 52% of ES organizations not only have this valuable data, but they have detailed breakdowns by type!
If you are an education services leader, you need to start bringing this data to the product development and engineering departments in exchange for better access to product consumption information. In short, no matter which group you fall into, you need to start leveraging this valuable information to achieve meaningful improvements in service efficiency, customer adoption, and customer business outcomes.
For a closer look at how some of the industry’s top solutions providers are successfully using this data, be sure to watch this on-demand webinar by TSIA’s VP of Research for Education Services, Maria Manning-Chapman, “Using Data Analytics to Drive Adoption: Why It Matters”. In this session, you’ll learn more about this topic based on the results from our Education Services Analytics & Metrics survey, as well as case studies from five different successful education service organizations on how they’re effectively leveraging this data to optimize for customer adoption.
Post Date: December 18, 2015
Jeremy DalleTezze, PhD, is the vice president of analytics for TSIA. His professional background includes positions as a senior analyst, analytics consultant, and assistant professor of business, working with both small and large corporations on topics such as revenue forecasting, retail chain optimization, web analytics, text mining, and customer analytics.
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