The Customer Education Playbook. Daniel QuickЧитать онлайн книгу.
Considering Accessibility in Distribution Localizing Education Content Note
17 12 Step 10: Did It Work? Measuring the Success of Your Content Data Doesn't Have to Be Hard! Creating a Data Dictionary Using Kirkpatrick's Model of Evaluation Prioritizing and Focusing on the Right Data Communicating the Success of the Education Back to the Customer Notes
18 13 Step 11: Actionable Strategies to Improve Your Content Understanding Iterative Design Look at the Feedback Improving Support Content Improving Training Content Improving Certifications Knowing When to Archive Content Note
19 14 Step 12: Demonstrate the ROI of Customer Education Collecting the Data to Measure Business Impact Telling the Story of Your Impact Grab Your Seat at the Table
20 15 Your Roadmap to High-Performance Customer Education The Five-Stage Maturity Model for Customer Education How Do Great Leaders and Mature Programs Approach Customer Education?
21 16 Looking Ahead: The Future of Customer Education What's Fueling This Growth? What Innovations Will Come Next for Customer Education? It All Starts and Ends with … Customer Education Strategies
24 Index
List of Illustrations
1 Chapter 1Figure 1.1 Crossing the Chasm
2 Chapter 3Figure 3.1 Optimizely Support Ticket Deflection
3 Chapter 5Figure 5.1 80/20 Rule
4 Chapter 6Figure 6.1 Project Management Triangle
5 Chapter 7Figure 7.1 Forgetting Curve
6 Chapter 8Figure 8.1 Bloom's TaxonomyFigure 8.2 Aligning Content to LearnersFigure 8.3 Merrill's Principles of InstructionFigure 8.4 Gagné's Nine Events
7 Chapter 10Figure 10.1 Mayer's 12 Principles of Multimedia Learning
8 Chapter 12Figure 12.1 Adapted Kirkpatrick ModelFigure 12.2 Measuring Content ConsumptionFigure 12.3 Zoominfo Pyramid of Metrics
9 Chapter 13Figure 13.1 Help Content Optimization MatrixFigure 13.2 Completion funnel analysis
10 Chapter 15Figure 15.1 Customer Education Maturity Model
Guide
10 Index
Pages
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