Custom eLearning for
Telecom & IT Workforce

Challenge

A global technology leader aimed to instill a customer-centric ethos within its Sales Executives, Customer Success Managers (CSMs), and partners. The challenge was to develop an effective sales training program introducing the Customer Success Model and providing continuous support throughout the Customer Success Journey stages: Onboarding, Adoption, Expansion, and Refresh.

Solution

The program was thoughtfully crafted with an introspective approach. Each section was initiated with a self-assessment and concluded with a reflection activity, fostering a conscious understanding of each Customer Success Journey stage. For learners uncertain about the journey, related sections offered incremental knowledge, ensuring a comprehensive yet manageable learning experience. Reflection activities empowered learners to evaluate and enhance their customer relationship-building practices.

Impact

• Positive feedback from SMEs and sales generalists.
• 4.21/5.00 Learner rating on it, helping increase their overall sales funnel.
• Pilot phase with 15 learners, 10 completed in an average of 20 minutes.

Highlights

• Customer-centric approach
• Interactive introspective learning
• Incremental knowledge acquisition
• Positive user feedback
• Part of a broader initiative

Challenge

A technology solutions company required eLearning modules for sales employees as part of a comprehensive sales training initiative. The tight timeline added complexity to the project.

Solution

We opted for a scenario-based learning approach, focusing on two key use cases: data protection and databases. This modular structure facilitated easy content consumption.

Highlights

• Crisp information design with high-quality client images and concise content presented through infographic-style displays.
• Animated videos and scenarios added a context-driven dimension to the learning experience.
• Personas were employed to communicate key best practices and pose essential questions for sales representatives.

Challenge

The tech company aimed to seamlessly integrate a new offering into customer conversations by understanding diverse pain points and mapping solution features. Collaborating with Upside Learning, the comprehensive solution included guided demos for sales reps to identify pain points and interactive demos with short scenarios illustrating solution features. This approach effectively equipped the sales team to demonstrate the business value of the new solution in conversations.

Solution

Tailored simulations and interactive demos equipped the sales team to effectively analyze customer pain points and demonstrate the new solution's business value in conversations.

Impact

• A subsequent study involving sales reps engaging in continuous learning showed a 24% increase in opportunities.
• The average opportunity value per seller increased by an impressive 23%.

Highlights

• Customized simulations fostering analytical skills.
• Interactive demos providing practical experience.
• Substantial increases in opportunities and average opportunity value for sales reps committed to continuous learning.