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Date: October 20, 2015

Author: Robin Gunn - VMware

Description:

Remember when customers were content simply adding education to their SLAs. No planning or foresight--just something “to be determined.” That world is gone. As more complex products come to market, the linkage of training to product adoption and customer success has never been stronger. 

At VMware, this required redefining how we position and deliver training. Our focus transitioned from helping our customers understand what their product can do, to helping them realize how it supports their desired business outcomes. Training is no longer a “nice to have,” but a valuable asset to protect their investment.

Our strategy included bringing multiple players on board, including executives, license sales, and services teams. By ensuring we had the right game plan in place for each customer, we delivered up-front skills analysis and customized training that drove an 80% YoY increase in on-site revenue. This session will share our challenges, successes, and best practices.


Applicable Disciplines:
Education Services

Keywords:
Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy