New Implementation Case StudyLet's take the case of a new product release or a new implementation for a large company like Oracle or Salesforce. The partners and consultants undergo training to either use the product in their day-to-day tasks, or to implement it for a customer. A 5-day training is organized and successfully completed. Now the consultants are ready to head back and actually implement the application.
After this point, I've never had visibility into 'data' about the outcomes of the training. I've never known whether they were actually able to use the specific knowledge to successfully use an application including their ability to troubleshoot issues and design one-off customizations. I recently read a few posts on LinkedIn that questioned if xAPI could take a step further and track more information about what users are doing in the application and map it to learning outcomes. This gave me a few ideas...
- Can we gather meaningful data on the entire lifecycle of a project starting from 'training'?
- Can we then track if it resulted in changed behavior and successful use of the products and effective troubleshooting?
- Did it reduce the number of support tickets that cost the company money?
- Did it progress the learner to the next level of maturity in their product knowledge?
Considerations for Metrics on Customer SuccessTraining is not the only factor that impacts customer success. It is key for metrics to also include other parameters such as, why was an implementation delayed or unsuccessful? There could be other possible reasons which can be included into the metrics:
- Unavailability of or issues with the application environment, or existing bugs.
- Implementor not following the instructions or best practices suggested in training.
- Confusing design of the application where users repeatedly make mistakes.
- Prerequisite setups impacting the current tasks were incorrect.