An example of Skilljar's customer success process.

1. CUSTOMER SUCCESS
QUARTERLY BUSINESS REVIEW
Molly Barber
Customer Success Manager
November 17, 2015

2. AGENDA
1. INTRO
2. ATTENDEES
3. METRICS
4. USER AND OVERALL HEALTH
5. NEW FEATURES
6. UPCOMING FEATURES
7. [REDACTED] ROADMAP
8. QUESTIONS/DISCUSSION
9. NEXT STEPS/NEXT QBR

3. ATTENDEES
[REDACTED]
[REDACTED], VP Customer Success
[REDACTED], Senior Manager, Customer Education
[REDACTED], Marketing, Copywriting, Content Strategist
[REDACTED], eLearning Specialist
Skilljar
Molly Barber, Customer Success Manager

4. METRICS
Course RegistrationsCompletions
Session time
(hours)
Completion
Rate
[REDACTED] 979 344 896 35.1%
[REDACTED] 388 191 180 49.2%
[REDACTED] 238 166 228 69.7%
[REDACTED] 203 159 304 78.3%
[REDACTED] 51 6 29 11.8%
[REDACTED] 28 19 8.4 67.9%
[REDACTED] 19 4 6.6 21.1%
[REDACTED] 15 5 5 33.3%
[REDACTED] 1 0 0.2 0.0%
Total 1922 894 1657.2 46.5%
Confidential

5. METRICS
0
2000
4000
6000
8000
10000
12000
Set up your WorkflowMax
account
WorkflowMax Advisor
course
WorkflowMax Setup for
Advisors
Maximising using
WorkflowMax
Developing Custom Print
Templates
Invoicing and Financial Time entry in
WorkflowMax - The Hub
Using WorkflowMax for
The Hub
Total Lesson Views per Course
Confidential
[REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED]

6. METRICS
0
50
100
150
200
250
300
350
400
450
500
Set up your
WorkflowMax account
Maximising using
WorkflowMax
WorkflowMax Setup for
Advisors
WorkflowMax Advisor
course
Time entry in
WorkflowMax - The Hub
Developing Custom
Print Templates
Using WorkflowMax for
The Hub
Invoicing and Financial
Completion Rates (quartiles) per Course
0-25%
26-50%
51-75%
76-100%
Confidential
[REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED] [REDACTED]

7. USER/OVERALL HEALTH
0
50
100
150
200
250
300
350
400
1 3 4 5 6 7 8 9 10 11
Last Activity Date per user, per course, per month
Confidential

8. CUSTOMER SUCCESS
Here are some things I’d recommend considering or updating to
improve your user and customer experience:
• Customize your course catalog header – learn more
• Add catalog tags – learn more
• Removing the “Free” text on the course tile, to do this add into
your Global head snippet in Theming the following:
<style>
.storefront-price {
display:none;
}
</style>
Confidential

9. NEW FEATURES
• Students feature
• Live Training
• Analytics Enrollments list
• Certificate customization
• Status link
• Zapier connections
• Bulk Promo Codes
• Training Course Completion Email Notifications
Confidential

10. UPCOMING FEATURES
• SalesForce App
• Do you use SalesForce? n/a
• User management improvements
• Certificate customization
• Analytics Improvements
• Feature enhancements – anything you would like to request?
• [REDACTED]
• [REDACTED]
Confidential

11. [REDACTED] ROADMAP
• What does the rest of 2015-2016 look like for [REDACTED]
training?
• [REDACTED]
• [REDACTED]
Confidential

12. QUESTIONS
• Do you have any questions?
• Questions for you:
• [REDACTED]
Confidential

13. NEXT QBR
• Next QBR: February
• Any items you’d like reviewed next time
• Any other feedback
• Follow-ups/Next steps
Confidential

14. CUSTOMER SUCCESS
QUARTERLY BUSINESS REVIEW
Molly Barber
Customer Success Manager
November 17, 2015
THANK YOU!