I wrote this post on Linkedin because I get this question a lot from Customer Success Managers who have been asked to take on the role of building training for customers. SaaS enterprise software companies are realizing how important training is to the success of their new customers. And when SaaS companies do not become profitable for at least 3 years, companies need to make sure customers are achieve desired outcomes with their product.
The post summarizes the 8 process capabilities of great training organizations, which comes from the very good book, What Makes a Great Training Organization? A Handbook of Best Practices by Doug Harward and Ken Taylor.
Have a look at my post on Linkedin.