Incentives for clients to complete the training and other critical onboarding activities at the user

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Jeff Breunsbach
Jeff Breunsbach Member Posts: 266 Gain Grow Retain Staff
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edited August 2023 in CS Org Conversations
From our CS Leadership Office Hours...

Incentives for clients to complete the training and other critical onboarding activities at the user level

@Bertil Weil
@Shane Correa
@Devon Lee
@Shari Srebnick


Comments

  • Walter Zepeda
    Walter Zepeda Member Posts: 20 Thought Leader
    edited October 2020
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    Great topic and extremely relevant. At Actimo, we have video tutorials and often 2 training sessions with a CSM. We encourage Champions to go through all the videos and the incentive is that they will get a chance to go through an evaluation to validate what they learned and, if they pass, we certify them as expert users. We've seen that many Champions then add this certificate to their LinkedIn profiles.
  • Pam Micznik
    Pam Micznik Member Posts: 50 Expert
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    edited October 2020
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    For SMB users - the most effective incentives are certificates, badges and certifications that they can add to their LinkedIn® profiles. However, no incentive is strong enough if they don't perceive the tool and training will make a big difference in their work or daily life. Also, training has to be baked into the platform with AI and served with onboarding email campaigns.

    For Enterprise Users
    It starts with the sale and the customer's agreement to participate in every level of implementation, including a Change Management Program where senior level management buys in, promotes, and requires learning and user adoption. In addition, incentives could sweeten the experience.
  • Kerry Sullivan
    Kerry Sullivan Member Posts: 1 Navigator
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    edited December 2020
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    Thanks for the insight Walter!

    Do you use a specific platform to issue your certification? We are building out our certification program now, and have started to evaluate a few different digital badge providers, and I'm curious if you've found one you prefer.
  • Walter Zepeda
    Walter Zepeda Member Posts: 20 Thought Leader
    edited December 2020
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    Hi @Kerry Sullivan, we issue our own diplomas since we don't issue that many certifications, so it's still manageable that way. It's basically a PDF with the Champion's name with digital signatures. We send them a digital and a physical copy (when possible)
  • Amy Ly
    Amy Ly Member Posts: 1 Navigator
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    edited December 2020
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    At my company, we have a pretty robust self-paced training/video library as part of our training program.
    We've built up a few certifications as well which can be done at a cost.

    Some things we've done to get people to actually go through the training (some of these are in motion now so results pending):
    • Making it a requirement to have at least one certified admin user as a condition for the official "go-live"
    • Offer a potential promotion/discount where we consider a discount for certified admins/users to keep up their training (we monitor what they've taken and completed); ex. $500 off each year to have at least one admin certified
    • Access to specialty workshops or more in-demand conversations/table talks
  • Gwyneth Iredale
    Gwyneth Iredale Member Posts: 2 Navigator
    edited December 2020
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    Have you looked at badgr for digital certificates?https://info.badgr.com/
  • Gwyneth Iredale
    Gwyneth Iredale Member Posts: 2 Navigator
    edited December 2020
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    Carrie have you checked out badgr for digital certificates?https://info.badgr.com/