Education Services

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Get Customer Training Best Practices and Advisory with TSIA

Are you struggling to define a successful customer training strategy that will lay the foundation for continued customer success? TSIA’s data-driven
insights, peer-learning opportunities, and detailed analysis of top customer training trends allow our members to successfully increase product adoption
and customer usage within their organizations. At TSIA, we have a dedicated research practice and a team of industry experts to help technology companies build
and grow their customer training programs, called "Education Services." TSIA’s Education Services membership can provide your organization with the most
comprehensive benchmarking data in the industry, exclusive insights on current trends, and expert advice along the way. We help your organization train
customers for long-term success.

Top Customer Training Challenges

Here’s a look at the top business challenges we’re currently helping our Education Services members across the globe solve:

Developing an education services business model

Defining education services metrics

Identifying the subscription model definition for customer training

Developing education services pricing practices and policies

Expand to see more business challenges we can help you solve+

Education Services Business Model

What does the margin, investment, and profit profile look like for a revenue-generating education services business?

Education Services Metrics

What metrics are companies using to evaluate the health and effectiveness of the ES business?

Subscription Model Definition

What components of a subscription model will be used to define the offer; individual vs. enterprise, all access vs. limited access, all modalities vs. some modalities, etc.?

ES Pricing Practices & Policies

What are the approaches used in establishing base price for classroom, virtual and onsite training, and e-learning? What are key considerations when evaluating pricing mechanisms such as subscription plans, training credit programs, etc.

Free vs. Fee-Based Education Offerings

What is the impact to the business model in free vs fee-based education offerings and what is the free to fee continuum (meaning what type of ES offers may be provided at no charge, like YouTube videos vs. those for which a fee is customarily charged, like onsite training)?

Trends in Content Development

What are the best practices in content development, given the many trends, such as cloud and mobile technologies, that are influencing its future?

Content Development Strategy

Do we have a strategy that considers all modalities of learning, evaluates the best way to deploy content in the context of the modality and employs tools to develop content effectively and efficiently?

Education Services Strategy

Have we incorporated content, delivery, sales, the ES business charter and any other critical variables in the formation of a comprehensive education services strategy?

Evolving ES Delivery Models

What are current trends in ES delivery models?

Offer Development Practices

What are the key practices for building ES offers that span a range from new courseware development to adoption and outcome offers?

Establishing, Building, and Deploying a Certification Program

What are the considerations for establishing, building and deploying a certification program for customers, partners and/or internal employees?

Leveraging Social Platforms

How can Education Services leverage social platforms to build collaboration and interaction between learner and between learners and education staff?

Realized Price and Average Discount for ES Offerings

What is the average realized price and discount percentage for classroom, virtual and onsite training, certification and custom content development, for customers and partners?

Experience Our Customer Training Research

Get solutions to your customer training challenges around pricing, renewal, social strategy, and more.

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Member Spotlight

Data Analytics and Education Services

Using TSIA's 5-step Consumption Analytics Framework, this case study examines Juniper University Education Services (JUES) journey to data powerhouse.

Optimizing Education Revenue in the New Normal

In this TSIA webinar, we’ll discuss current revenue status and review some approaches customer training orgs can take to maintain and grow revenue.

Research Report

TSIA Education Services Benchmarking

This report provides details on TSIA's current benchmarking methodology for education services.

Stories from the Frontline Managing an Education Business Amid a Pandemic

Join us to hear the frontline experiences of two TSIA member companies who are adapting their models to fit and address current challenges.

Research Report

Slides | Customer Training in the Time of Coronavirus

Get insight into how COVID-19 is impacting customer training organizations today and how they’re responding to current challenges.

Customer Training in the Time of Coronavirus 1

Learn about the impact of COVID-19 on customer training and what the education landscape will be post COVID-19.

Research Report

The Impact of COVID-19 on Classroom Training

What happens to education revenue when it is highly dependent on face-to-face training and most of the world is mandating social distancing?

The State of Education Services 2020

In this 45-minute webinar, you’ll learn how customer training and education services continue to evolve in 2020 and beyond.

Research Report

The State of Education Services: 2020

TSIA's "The State of Education Services" report covers trends in the marketplace and how they impact education organizations.

Fortifying the Customer Success and Education Services Handshake

Join us to learn key practices that constitute the building blocks for creating a solid customer success and education services partnership.

Data View

The Customer Success and Education Services Handshake

Best practices relative to the interactions between education services and customer success organizations.

Data View

Public Classroom Training

This report provides the findings from the TSIA Public Classroom Training Quick Poll.

Attend a TSIA Conference

TSIA conferences offer extensive insight and actionable takeaways for those in the education services community. You’ll learn how to streamline your services while improving customer satisfaction and decreasing attrition rates. In addition, you’ll find the answers to the following questions:

Beyond the smile sheets: How is education services measuring value?
How is education services partnering with other service lines to enhance or improve the customer experience?
Which technology education services is using in the provision of its learning and content development?

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Experience Our Community

Join our community of education services leaders.

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Meet Our Education Services Research Expert

Maria Manning-Chapman is TSIA’s vice president of education services research. She works closely with member companies to deliver research and advisory programs focused on helping them optimize their customer training organizations and effectively drive product usage and customer adoption.

Learn more about Maria.