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Myth #1: No time for training with Todd Kirk and Casey Trujillo
In this episode of SaaS Therapy, hosts Todd Kirk and Casey Trujillo explore the myth that customers don't have time for training. They discuss the underlying reasons behind this belief, emphasizing the importance of understanding customer needs and perceptions. The conversation highlights the significance of training type, the role of support sites as indicators of training needs, and the inefficiencies in current training approaches. The hosts advocate for a shift in mindset, treating training as a product and positioning it to deliver real value to customers. They conclude with actionable homework for listeners to identify the root causes of training challenges.
Takeaways
Customers often say they don't have time for training, but it's about the type of training offered.
Support site visits can indicate a need for training.
Training should be concise and relevant to current user needs.
Customers may feel patronized by traditional training methods.
The perception of training is often more important than the time commitment.
Training should be treated as a product that evolves with customer needs.
Inefficient training practices can lead to wasted resources.
Understanding the customer's perspective is crucial for effective training.
Change management is a continuous process, not a one-time event.
Asking 'why' multiple times can uncover the root causes of training issues.
Contents
00:00 Introduction to SaaS Myths
01:14 The Myth of Customer Training Time
04:15 Understanding Customer Needs for Training
08:12 Perception vs. Reality in Training
11:48 The Importance of Effective Training
15:57 Training as a Product
18:59 Data-Driven Insights on Training Needs
22:37 Homework: Unpacking the Myth
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jenna Mollinet
View all episodes
By BrainStorm
5
1919 ratings
In this episode of SaaS Therapy, hosts Todd Kirk and Casey Trujillo explore the myth that customers don't have time for training. They discuss the underlying reasons behind this belief, emphasizing the importance of understanding customer needs and perceptions. The conversation highlights the significance of training type, the role of support sites as indicators of training needs, and the inefficiencies in current training approaches. The hosts advocate for a shift in mindset, treating training as a product and positioning it to deliver real value to customers. They conclude with actionable homework for listeners to identify the root causes of training challenges.
Takeaways
Customers often say they don't have time for training, but it's about the type of training offered.
Support site visits can indicate a need for training.
Training should be concise and relevant to current user needs.
Customers may feel patronized by traditional training methods.
The perception of training is often more important than the time commitment.
Training should be treated as a product that evolves with customer needs.
Inefficient training practices can lead to wasted resources.
Understanding the customer's perspective is crucial for effective training.
Change management is a continuous process, not a one-time event.
Asking 'why' multiple times can uncover the root causes of training issues.
Contents
00:00 Introduction to SaaS Myths
01:14 The Myth of Customer Training Time
04:15 Understanding Customer Needs for Training
08:12 Perception vs. Reality in Training
11:48 The Importance of Effective Training
15:57 Training as a Product
18:59 Data-Driven Insights on Training Needs
22:37 Homework: Unpacking the Myth
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Jenna Mollinet