Conference Presentation

Changing Minds about Customer Education

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How can you change the conversation about education, with both your executives and customers, to help them understand the true value and positive impact of training? How can you make Customer Education relevant and prove it makes a difference?  Inside View: The business of customer education is typically underfunded and often is not positioned as a long-term benefit to the company. Customer Education organizations can change this mindset by demonstrating some of the benefits derived from training, such as increasing services attach rates, reducing product subscription churn, improving product adoption and ultimately, increasing the lifetime value of the product install base.   Outside View: For customers that need training, the story is similar. They often do not understand the long-term impact derived from training, nor do they measure the full cost to their operations when they fail to properly educate employees. If people are a company’s biggest asset, why not invest in training to improve the company’s business outcomes?   This presentation will discuss approaches to: Developing a strategy to make the customer education business relevant in a much larger hardware, software and/or services world Positioning the business ‘beyond the product” by focusing on “users for life” Leveraging other, more visible company initiatives, to get the attention of the business Creating proof points that demonstrate top and bottom-line value to support a strong business case

Presented By:

Jason DiFraia

Sr. Director, Service and Support, Customer Success, Consulting, Customer Education, Agilent Technologies

Publish Date: October 31, 2019

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Peg Rodarmel, SVP, Subscription Services, Infor

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