Focus Magazine - Spring 2015 - (Page 31)
FEATURESTORY
format. is reduces reliance on the field trainer and assists
with the transference of knowledge from working memory
to long-term memory.
Roche also standardized the customer training by
providing trainers with an onsite training app. Trainers use
the app to select the audience, topic and product
configuration, which results in customized training for
every role. e app guides the trainer on what to cover and
what tools should be used for reinforcement. e app is
then made available for customers to use when training
other technicians.
Reinforcing Key Concepts
Optimizing the initial learning experience for customers
is not enough. An effective customer training curriculum
must also support retention. Roche's customer training
leverages a mobile flashcard app that helps customers
review key information, assess their level of confidence and
practice the concepts they need to review the most. e app
uses the principles of spaced repetition, which involves
providing multiple exposures to content over an extended
period of time.
e curriculum also
incorporates a simulator tool
that allows for additional
practice and review.
Measuring Success
Customer
Training
No customer training
curriculum is complete unless
it is linked to quantifiable
measures of success. Roche is
measuring the long-term success of its
curriculum based on factors like support hours used, types
of calls to the support center compared to past programs,
and other factors. Roche also tracks the number of
participants who complete the pre-training components.
In the end, it is not just the customer who benefits from
effective customer training. Sales reps find that effective
customer training becomes a competitive advantage. Field
trainers are able to deliver consistent training and get up to
speed more quickly. And of course, technical support can
use the training materials to support their customers and
provide them with resources in the lab. I
Steve Boller is marketing director for Bottom-Line Performance. Email Steve at Steve@bottomlineperformance.com.
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SPRING 2015 www.L-TEN.org
31
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Focus Magazine - Spring 2015
Table of Contents for the Digital Edition of Focus Magazine - Spring 2015
Focus Magazine
From the President: New Year, New Directions
Table of Contents
Table of Contents
Guest Editor: Having a Seat at the Table
Directions: It's Time to Change
Front of the Room: 'Today Kind of (Stinks)'
Neuroscience: A Neuro Checklist
Orchestrating Internal Partnerships at Jazz Pharmaceuticals
Learning in Changing Times: 5 Trends in Life Sciences Learning
The Anatomy of a Sales Effectiveness Initiative
Reimagining Customer Training
Member Solutions: Networking: Creating Career Connections
Next-Generation Leadership
Emerging Trends and Social Media
Field-Based Monitoring: Mitigating Risk, Maximizing Success
Virtual How: Gamification 2.0
Ad Index
Focus Contacts
5 Questions with Ken Blanchard
Focus Magazine - Spring 2015 - Intro
Focus Magazine - Spring 2015 - Focus Magazine
Focus Magazine - Spring 2015 - Cover2
Focus Magazine - Spring 2015 - 3
Focus Magazine - Spring 2015 - 4
Focus Magazine - Spring 2015 - From the President: New Year, New Directions
Focus Magazine - Spring 2015 - 6
Focus Magazine - Spring 2015 - Table of Contents
Focus Magazine - Spring 2015 - 8
Focus Magazine - Spring 2015 - Table of Contents
Focus Magazine - Spring 2015 - 10
Focus Magazine - Spring 2015 - Guest Editor: Having a Seat at the Table
Focus Magazine - Spring 2015 - 12
Focus Magazine - Spring 2015 - Directions: It's Time to Change
Focus Magazine - Spring 2015 - 14
Focus Magazine - Spring 2015 - Front of the Room: 'Today Kind of (Stinks)'
Focus Magazine - Spring 2015 - 16
Focus Magazine - Spring 2015 - Neuroscience: A Neuro Checklist
Focus Magazine - Spring 2015 - 18
Focus Magazine - Spring 2015 - Orchestrating Internal Partnerships at Jazz Pharmaceuticals
Focus Magazine - Spring 2015 - 20
Focus Magazine - Spring 2015 - 21
Focus Magazine - Spring 2015 - 22
Focus Magazine - Spring 2015 - Learning in Changing Times: 5 Trends in Life Sciences Learning
Focus Magazine - Spring 2015 - 24
Focus Magazine - Spring 2015 - 25
Focus Magazine - Spring 2015 - The Anatomy of a Sales Effectiveness Initiative
Focus Magazine - Spring 2015 - 27
Focus Magazine - Spring 2015 - 28
Focus Magazine - Spring 2015 - 29
Focus Magazine - Spring 2015 - Reimagining Customer Training
Focus Magazine - Spring 2015 - 31
Focus Magazine - Spring 2015 - Member Solutions: Networking: Creating Career Connections
Focus Magazine - Spring 2015 - 33
Focus Magazine - Spring 2015 - Next-Generation Leadership
Focus Magazine - Spring 2015 - 35
Focus Magazine - Spring 2015 - Emerging Trends and Social Media
Focus Magazine - Spring 2015 - 37
Focus Magazine - Spring 2015 - Field-Based Monitoring: Mitigating Risk, Maximizing Success
Focus Magazine - Spring 2015 - 39
Focus Magazine - Spring 2015 - 40
Focus Magazine - Spring 2015 - Virtual How: Gamification 2.0
Focus Magazine - Spring 2015 - 42
Focus Magazine - Spring 2015 - 43
Focus Magazine - Spring 2015 - Ad Index
Focus Magazine - Spring 2015 - Focus Contacts
Focus Magazine - Spring 2015 - 5 Questions with Ken Blanchard
Focus Magazine - Spring 2015 - Cover3
Focus Magazine - Spring 2015 - Cover4
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