80/20 rule see Pareto principle

accreditation 47–8

ActivePresenter 208

ADDIE model 193–6, 198, 208–9

Adobe Captivate 9 208

Adobe Flash 207

adoption dashboards 100–2

advisory meetings 85, 91

AGILE 194, 196–8, 209, 218

Amazon 185

American Institute of Certified Public Accountants (AICPA) 60

American National Standards Institute (ANSI) 210

Angoff method 217

anti-trust laws 143, 153

Articulate 360 208

attribution licences 266

Baby Boomers 185

back-loaded plans 132

badging 219–20

balance sheets 240, 246, 276

Basic Support 192

benchmarking 201, 214–15, 242

Big Data 185–6

Bing 72

blended learning model 184–5

Bloom’s taxonomy 215

brand awareness/loyalty 74

brochures/catalogues 74–9, 90

budgets 240–2

business design

blueprint 21

developing 15–18

interpretation 12–13

business development

attach rate 62–4

carve outs 61–2

competitive/tactical strategies 64–5

customer reference programmes 88–9

customer/partner advisory meetings 85, 91

demand generation 66–7, 75

discount policy implementation 59–60

disruptive business growth 89

lead generation 67–72

marketing and the internet 72–4, 84

promotional material 74–9, 91

roles responsibilities 57–8

summary 90–1

target revenue, budgetary provision 121

value propositions 15, 40–1, 49, 58

and VSOE 60–1

business development managers (BDMs) 57, 59, 62, 66–7, 90

business model

building an organisation 53–4, 56

climate 54

control/metrics 52–3, 56

critical tasks 49–50

design 55

employee culture 54, 56

financial management 52

financial planning 52, 56

interdependencies 51, 56

rebuilding 55–6

summary 56

value propositions 40, 55

business support functions 27

buyer characteristics 66

care programmes 99–100

carve outs 61–2

case studies 13–20

cash flow 52, 56, 240

catalogues/brochures 74–9, 90

CEdMA member companies 28, 201

certification

advantages 212

classifications 211

defensibility 212–15

development lifecycle 212

disadvantages 212

exam development questions 26

examination revenue 218

future trends 219–20

item writing 215–17

proctored/unproctored 218

summary 220–1

training product management 47–8

types of testing 210–11

Chang, Morris 9

channel selection 30–1

checklists 127–30

classifications 211

climate and culture 13, 18, 280–1

cloud computing 178, 208, 275

cloud-based infrastructure/tools 1, 16–19, 276–9

competency management systems (CMS) 254–6

consulting services

and account management 157–9

custom/tailored 167–8

managed training 168–70

offerings 154

profile 154–6

selling 140

summary 171

training needs analysis (TNA) 159–66

content

development 20, 198–200

frameworks 67

lifecycles 198–200

contractors 122

contracts 261–3

copyright 266, 268–9

cost of goods sold (COGS) 224

cost of sales (CoS) 111, 224

Council for Adult and Experiential Learning (CAEL) 89

Creative Commons 266

critical tasks 13, 18–20, 56

cross-border trade 246–7, 264–5

currency fluctuations 98

curriculum development

ADDIE 194, 196

AGILE 196

audience types 191–2

authoring tools 205–8

content/lifecycles 192–4, 198–200

costing 200–2

defending investment 202–5

defining objectives 188–90

introduction 4

lifecycle 205

minimum 190–1

rapid prototyping 195, 197–8

summary 208–9

customer advisory meetings (CAM) 85

customers

advertising/emailing 67

advisory meetings 85, 91

buying process 67

care programmes 99–100

characteristics 66

and consulting services 154

and inbound marketing 69

and product management 30, 40

reference programmes 88–9, 268–9

retention of 100

satisfaction 141

selection 15, 49

specific needs 58

success management 102–3

training 24, 84, 88–9, 102–3

cut scores 215

cyber attacks 58

data protection 267–8

delivery modality 33

demand generation 66–7, 75

Department for International Trade (UK) 246, 248

development lifecycles 212

digital marketing techniques 90

discount policy implementation 59–60

distributed learning 16–17, 20

education services staff skills 19

eLearning

and curriculum development 193–4, 206–8

description 174

introduction 4, 6

and LMSs 275, 279

revenue generation 103

and scheduling/resourcing 113, 131

and VAT 246

electronic performance support systems (EPSSs) 114, 175–6, 184–5

emailing 67

EMEA 280–1

enablement models 249–51

enablement programmes 16, 27

estimated selling price (ESP) 245

European Union (EU) 143, 153, 235, 246, 248, 264–9

evaluation

certification 216

consulting services 166, 171

curriculum development 191, 193, 195, 199

examination revenue 218

executable plans 18–20

fact sheets 74–5

Federal Accounting Standards Advisory Board (US) 235

Financial Accounting Standards Board (FASB) 245, 248

financial management

analysing/monitoring 242–3

annual reporting 240

budgets 240–2

carve out/discount policies 246

cross-border revenue recognition 246–7

forecasting (qualitative/quantitative) 243–4

introduction 235

metrics processes 224–5, 247–8

models 237–40

summary 247–8

technical training environments 235–7

VSOE/revenue recognition 245–6, 248

fitness for purpose 31

Flash animations 178–9

flipped classrooms 179

focus groups 30

forecasting 235, 237, 243–4, 248

formal organisation 13, 67, 280–1

forming, storming, norming, performing (Tuckman) 55–6

Fortune 500 101, 101n.1

‘freemium’ pricing models 186, 186n1

functional matrix management models 19

GAAP (Generally Accepted Accounting Principles) 60, 235, 245

gamification 174–5

General Agreement on Trade in Services (GATS) 264–5, 268

General Data Protection Regulation (GDPR) 267, 267n2, 269

Generally Accepted Accounting Principles (GAAP) 235, 245

geographical pricing 98, 103

Germany 98

Get Set phase 196–7

go-to-market (GTM) 26, 28–33, 103, 186, 199

Google 72, 185

Gottfredson, Conrad 194

governance processes

report 223–4

summary 234

and training 222–3

gross domestic product (purchasing power parity) (GDP-PPP) 98

GTM strategies 29–33

HTML5 (mark-up language) 207–8

income

royalty-based 96–7, 103

statements 240

infrastructure/tools

basics 270–5

cloud-based/on-premise solutions 1, 16–19, 276–9

running a business 275–6

summary 278–9

innovation focus 12–14

instructional systems design (ISD) 194

instructor-led training (ILT) 4, 99, 113, 172–6, 180–7, 193, 206, 208–9

intellectual property (IP) 264–6, 266n1, 268

inter-CEdMA company comparison 237

interactive training 174

International Accounting Standards Committee (IASC) 235

International Accreditation Forum (IAF) 210

International Chamber of Commerce (ICC) 264

International Organization for Standardization (ISO) 210

internet

business development 69, 72

certification 218

cross-border trade 264

curriculum development 206

schedule and resource management 113, 131

strategy 9

training offerings 172, 174, 178, 187

interviews 30, 202, 243

investment decisions 26, 110, 141, 243

ISO 9001 standard 145–6

ISO 17024 standard 212, 214, 220

iSpring Suite 8 208

Java animations 178–9

key performance indicators (KPIs) 106, 110, 112

kit sales 97, 103

Kitaboo 208

labs/simulations 177–9

language support 207

lead generation 67–72

leadership 10–11, 54–6, 67, 257

learning

distributed 16–17, 20

lifelong 219

mobile 207

modalities 184–5

next generation 185–6

stacks 274

learning content management system (LCMS) 275, 277, 279

learning experience and performance plan (LEaP) 197–8

learning management systems (LMSs) 174, 206–8, 275, 277, 279

legal requirements

content/trademark 265–7

contracts/standard terms and conditions 261–3

Creative Commons 266

customer reference programmes 268–9

data protection 267–8

defensibility 216

exporting/importing 263–5

indemnity/liability 263

summary 268–9

leverage 75, 107, 188, 194, 198, 257

lifelong learning 219

linear courses 207

LinkedIn 176, 187

MacArthur Foundation 220

machine learning 185

management

business 8

customer success 6

lifecycle 33

technical training as a career 7

market and sales analysis 123

marketing

and business development 57

cultural differences 130–2

and customer reference programmes 88–9

digital techniques 90

go-to elements 13

inbound 69

and the internet 72

and IT infrastructure 18

and lead generation 67, 69

management 27, 57, 90

push and pull digital 72–4

research 99

revenue 99–100

sales 109–10, 121

as a shared service 4

training 39, 39–41, 69, 113

marketplace 12, 14

massive open online courses (MOOCs) 89, 179–80

metrics processes

business 226–7

financial 224–5, 247–8

return on investment (ROI) 232–4

summary 234

training-specific 227–31

Microsoft 218

Millennials 185

mobile learning 207

modularisation 193

mugs 75

net promoter score (NPS) 100–1

next generation learning 185–6

non-disclosure agreements (NDAs) 266

non-linear courses 207

North American Free Trade Agreement (NAFTA) 264–5

one-to-one interviews 30

Open Badges Infrastructure Group (OBI) 220–1, 220n2

Open Badges project (Mozilla) 220

operating efficiency 237

operations readiness testing 27

Organisation for Economic Co-operation and Development (OECD) 52, 222

P&L

accounts 237

financial models 240

management 235

training partner management 281

packaging and bundling 37–9

Pareto principle 191

partner channels 40

partnerships 16, 49

pipeline effectiveness 110

PowerPoint 208, 218

pricing 32, 44–6

proctored/unproctored 218

product management

channel selection 30–1

content development 109

GTM strategies 29

launch to training 28

and markets 29–30, 39–40, 46–7

packaging and bundling 37–9

pricing 32, 44–6

providing an overview 121

sales channels 41–3

summary 48

training lifecycle management 24, 26

training offerings 31–3, 40–1, 44

training product managers 22–8, 44

understanding customers 30, 40

profit and loss (P&L) 4

profit-centred training groups 123

promotional events 84–5, 90

promotional material 74–9, 91

public relations (PR) 84

push and pull digital marketing 72–4

quality assurance (QA) 27

quality management 6, 23–4, 57, 145–6

rapid prototyping 193, 195, 197–8, 198

Raptivity 208

ratio analysis 237, 247

Reagan, Ronald 10

reference programmes 88–9, 268–9

returns on expectation (ROE) 43–4

returns on investment (ROI) 2, 24, 26, 33, 40–4, 46–8, 123, 169, 201–2, 205, 207

revenue

attainment 109, 111

customer success management 102–3

geographical pricing 98, 103

gross versus net 92–3

kit sales 97, 103

maximising/protecting 99–100

pricing models 93–6

renewals 100–2

royalty-based income 96–7, 103

share 97

summary 103

role-based training 16–17, 20

route to market (RTM) 26, 40–3, 186, 199, 256

royalty-based income 96–7, 103

SaaS solutions 270, 275

sales

and business 40, 57, 104–6

challenges 108–9

compensation and incentive plans 110–12

and consultancy services 158

and customer reference programmes 88–9

dealing directly with decision makers 99

and lead generation 67

management and metrics 109–10

marketing 109–10, 121

negotiating activities 92–3

operating model 107–8

product management 27

as a professional services structure 4

revenue 99–100

skills of training team 19

summary 112

telesales 4

and training product lifecycle management 24

sales channels

cost of 41–3

enablement 41, 41–3

fitness for purpose 41

schedule/resource management

checklists 127–30

contract instructors 127

cost/revenue expectations 132

cultural differences 130–2

delivery resource 116–23

efficiency 123–6

local curriculum 115–16

minimum curriculum 116

modality 116

summary 132–5

understanding demand 113–15

scorecards 166

search engine optimisation (SEO) 72, 90, 274

selling

consultative 139–40

general and administration (SG&A) 43

and training 19, 41, 90

transactional 139

70:20:10 learning model (Lombardo/Eichinger) 176, 184, 187

Shareable Content Object Reference Model (SCORM) 207

simulation tool support 207

simulations 178–9

social learning 176–7

‘Social Learning Theory’ (Bandura/Walters) 176

social media networks 67, 72, 106, 108, 184, 259, 270, 275

software as a service (SaaS) 247

South Africa 98

specialised product incentive fund (SPIFF) 112

staff management

competency 254

culture/climate 257–9

employee and contractor recruitment 256–7

enablement models 249–51

job specifications 251–4

performance management 255–6

responsibility/accountability 259–60

summary 260

strategy

and business alignment 10–11

defining 14–18

execution 13

four components of 12–13

intent 12–13

route to market/go-to-market 26

to sense and seize opportunity 9

subject matter experts (SMEs) 1, 217

subscription models 15–17

subscription-based 14, 67, 90, 102, 178

T-shirts 75

talent 13, 18, 280–1

technical training 115–16, 157, 168, 178, 219

telesales 4

testing phase see verification

third-party evidence (TPE) 245

Tin Can compliance 207

training

attach rate strategies 62–4

brochures/catalogues 74–9, 90

building a new organisation 55

buyer characteristics 66

checklists 127–30

commercial organisations 2–3, 21

consulting services 140, 154–71

contractors 122

corporate shared service functions 51

costs 92

cultural differences 130–2

customers 24, 84, 88–9, 102–3

decision-based choices 84

delivery 20, 123

geographical demand 98

group governance policy 53

GTM strategies 29–33

high-performing groups 54

instructor-led (ILT) 4, 99, 113, 172–6, 180–5, 187, 193, 206, 208–9

interactive 174

IT infrastructure 16

kit sales 97

management 24, 26, 55–6

marketing 39–41, 69

offerings/modality 27–8, 31–7, 113, 116, 121–2, 172–87, 208

organisation structures 4, 6

packaging/bundling 37–9

partners 4, 17, 20

product managers 22–8, 44

product sales 67

promotional events 84–5, 90

prospecting for new business 99

renewals 100

revenue 109

role-based 16–17, 20

selling 19, 41, 90

support 8

technical 115–16, 157, 168, 178, 219

testing 48

value propositions 15, 31–2, 58

virtual instructor-led (VILT) 4, 103, 113, 122, 173–6, 184, 187

training management systems (TMS) 275

training needs analysis (TNA)

analysis stage 161–4, 171

customer review stage 165, 171

development stage 165–6, 171

evaluation stage 166, 171

implementation stage 166, 171

planning stage 159–60, 171

solution design stage 165, 171

target audiences 191–2

training partner advisory councils (TPACs) 85

training partners

advisory meetings 85–7

contractual requirements 146

customer ownership 143–5

management 143, 145–6

revenue/reward 140–3

sales/delivery 137–40

summary 146–53

types 137

use of 136

training product lifecycle management 24

troubleshooting 192

Tuckman, Bruce 55

United Kingdom 98

United Kingdom Accreditation Service (UKAS) 210

USA 143, 153

USB sticks 74–5

value

capture 15, 49

packaging and bundling 38–9

propositions 15, 40–1, 49, 58

VAT (Value-added Tax) 246–7

vendor specific objective evidence (VSOE) 57, 60–1, 90, 92, 103, 245–6, 248

vendors

partner accreditation 218

revenue 97

training 1, 40, 136–53, 168

verification 27, 47–8

Virtual instructor-led training (VILT) 4, 103, 113, 122, 173–6, 184, 187

web surveys 30

websites see internet

World Bank 52, 222

World Intellectual Property Organization (WIPO) 266, 266n1, 268

World Trade Organization (WTO) 264–5, 268

Yahoo 72

YouTube 176, 186–7