This Blog explains how SaaS Customer Training Programs can change the entire dynamics of their current revenue system & retain more customers.

As a SaaS Company, you have launched a new product feature. Your Marketing team is already tackling how to promote through offers to bring the customer attention.

Your Customer Success team is somehow managing how to support customers during the launch. And Sales teams are piled up with information that needs a single communication channel.

If you are also facing the growing pain points as a SaaS company – this blog is specially made for you.

Use the table of content to navigate the guide.

1. What is Customer Training?
2. How Are Companies Training Their Customers Now?
3. Getting Started With Customer Training
4. Importance of Customer Training for SaaS Companies
5. Successful Customer Training Growth Metrics
6. Conclusion

Key Tip #1: Understanding Customer Training.

Customer Training, in practical terms, means that your organization learns about the specific needs of customers, suggest products to meet their required outcome, and instruct them on how to use your product efficiently to accomplish their desired outcome.

3-Step Process to Successful Customer Training Program.

1. Identifying Customer’s Specific Needs.
2. Suggesting Apt Product & Services to Customers.
3. Instructing Your Customers About ‘How-To’ Use Your Products.

As a SaaS Company, you might have observed that those customers who are mindful of your product are more brand loyal & are an integral part, compared to those with a short-term usage goal with your brand.

So, to accomplish a long-term customer relationship, It gets crucial that you create a more inclusive training program that conveys your product smoothly into customers’ lifestyles. Furthermore, you’ll be able to conduct more mindfulness around your product’s extra features.

Let’s introspect about customers expecting as a buying & implementing experience.

We co-exist in the era where social-media applications are in use as a natural process. And why not? They are easy to use, effortless to connect with a known face, and bring a sense of longing to old memories.

Similarly, SaaS training programs must be an existing touch for your customers. Or it is a new thing for them – it must be an easy-to-progress platform.

Key Tip #2: How Are SaaS Companies Training Their Customers Now?

Many training programs are circulating as a buffet for SaaS companies to enhance their customer retention. Implementing programs just for the sake of achieving an end goal doesn’t lead to customer success.

Because essentially, your SaaS Customer training program must be effective enough to understand, provide, resolve, and evolve customers with their set of your products’ expectations.

And in return, your customers reward you with long-term loyalty. See how these top companies are training SaaS customers now:

1)  Slack Gives You the Basics.

Slack is one of the software-as-service (SaaS) companies – educating customers about their added product functionality through the customer.

They reduced minor customer inconvenience and created a robust product delivering training that eases complex business software understanding.

Slack invested in 3 primary types of training content:

1. New Users Training.
2. Intro to Slack Training.
3. Admin Training – Walking Slack admins throughout the basic & complex features.

2)  Hubspot

Hubspot is a renowned Digital Marketing space for startups & existing brands to use to grow their business. Their Inbound Marketing Approach has turned the tables while initiating customer education as a central marketing voice.

3)  Survey Monkey

Survey Monkey is a leading online survey developer tool that helps with data analysis and representation. They introduced training resources that allow customers for a step-by-step instruction-based guide to achieve their customer satisfaction surveys. Also, it educates customers to measure and monitor survey templates creating a truly inclusive and personalized space for their customers.

Key Tip #3: Getting Started with Customer Training.

5 Must Think Reasons – Why SaaS Companies Invest in Customer Training?

1.  Lucrative for Subscription-Based Business Model.

Easily understandable & smooth customer experience with your brand means they are more likely to come back to renew their subscription. Because providing enough resources to them leads them in such an experience like they’re pursuing their own desired outcome is freedom.

And, once your customer chooses their expected value from your product, reduced churn rate becomes a consequence of the learning environment they are experiencing as a buyer.

2.  SaaS is Booming in B2B & B2C Industry.

Global Software as a Service (SaaS) market size is estimated to grow at a CAGR of 11% with USD 99.9 billion during the forecast period 2021-2025 – It means that most B2B & B2C organizations are switching to SaaS products.

Current Market Trends suggests that in post-covid situations, global markets are likely to choose SaaS products as their customer deliverables & would mark their marketing strategies according to regional market response.

That’s why most Saas Companies are deploying customer training programs, realizing the immensity of future impacts they will have once the customer gets educated about their products & services.

3.  Adds Resources to Customer’s Specific Needs.

Providing resources like – Learning Ebooks, Video Learnings, Live Sessions, and ‘How-to’ Modules or Guides adds an ongoing edge in customer’s awareness about your product.

Moreover, adding gamification & certifications results in a competitive self-analysis environment. The customer acknowledges the pace of learning progress.

4.  Reduced Customer’s Churn: Effective Approach.

Once your customers are evolving their buyer’s persona in the learning environment, it gets easy for them to understand and implement your product more efficiently.

So, any raised customer query or request for a follow-up automatically resolves during their learning stage – Reliable Customer Support.

5.  Feedbacks & Surveys: High Responsive Rate.

SaaS Companies’ revenue depends on customer recurring & long-term collaboration. To maintain a smooth transaction for the customer’s entire lifecycle with your brand – it’s a must that your feedback is not generalized but inclined towards a specific customer progressing stage.

Grouping different customers according to their needs & promoting feedback through quizzes or puzzles helps customers provide their grasping nature towards your learning content.

Key Tip #4: Importance of Customer Training For SaaS Companies.

1. Give Your Customer Success Team a Wingman During a New Product Launch.

SaaS companies admit that their customer success teams are not prepared or fully trained to onboard customers about product features during the launch.

This way, customers are either churned or bored away because of too many technicalities introduced to them at a single given hour.

Providing a pre-launch tutorial or explanatory videos to customers about the technicalities of products gives your customer success team a supportive edge of information.

2. Your Marketing Team Will Have a Specific Understanding of How & When to Promote Offers. (New Product Features)

Let’s suppose your product’s new feature is in ask of promotions – your marketing team prepares offers & engaging content to compel customers’ interest towards this new particular feature.

But, would that be enough to gauge the utmost customer’s attention? Because no matter how lucrative your offers are for customers – They still consider it business!

So, once your marketing team is aware of particular customer desired needs, where customers are in their learning stage, you can plan your offers simultaneously – A better solution than an add-on.

3. It Bridges a Communication Info Network for Your Sales Team.

As a SaaS company, you might have observed that information got misled between the internal communication of customer support & sales teams – Hence, costing an expensive fix with a deal.

It’s all about how resourceful your particular sales team is & how easily they are communicating internally with other customer engagement teams.

Customer Training allows your sales teams a piece of updated information to process & communicate, avoiding any minor errors or glitches.

Especially, SaaS startups suffer miscommunications a lot in the starting phase because of meeting the deadlines, managing the information, guiding the employees, deploying customer supports, promotions, and all.

It gets daunting to share detailed information without any mishaps. Here, investing in Learning Management System is a perfect solution for SaaS Startups to create a head-on-manageable platform & AI support to enhance & expand simultaneously.

How is LMS – a perfect solution for SaaS Startups?

• An Intuitive AI Support for your L&D Teams.
• Very Cost-Effective & Lucrative Tool.
• It helps in Fresh & Creative Marketing Ideas Strategies.
• Technological Solution to understand your Customer Specific Needs.

Result of Successful Customer Training on Employees & Customers.

• Organizations with highly engaged employees can achieve a 21% increase in revenue.
• Reduced Product Training time by 70% spent on customers during onboarding about product knowledge: TypeForm.
• 84% of employees can meet the required training outcome in Best Performing Organizations.

Conclusion:

Simply having a customer training program doesn’t always lead to a higher customer retention rate. You need to take care of identifying, suggesting, and instructing your customers after onboarding is employed successfully.

As a SaaS company, you have the tips & thinkable points for your whiteboard session introspecting on investing in the education of your customers.

So, once you discuss it over later coffee nights  – Here’s Your Starting Point.

A quick pep-talk to our expertise. Welcome Aboard!

This blog will help you to know 5 productive ways to leverage on customer training LMS

“Customer Training helps to teach mission and vision but employees must put the training into action for it to have a meaning”-Shep Hyken

Online training in the corporate sector is often considered to be for employee development. Internal training is essential, mainly when it comes to onboarding product training, closing the skill gaps, and leadership development. In recent years, organizations are using the online customer training strategy extensively for external groups like vendors, partners, resellers, and customers.

Many companies, from Microsoft to CISCO, the forward-thinking ones, are developing customer training guides to build a loyal brand following and retain their competitive edge. It has become a secret for growing the business successfully.

So, what is customer service training, and how can it be implemented cost-effectively to increase customer onboarding.

What is a Customer Training Program?

In simple terms, customer service training programs content designed to engage, onboard, and retain existing and new customers. This content is delivered either through on-demand channels or in person pragmatically. The main aim of developing the course and also offering customer education is to ensure that they find value and understand the service or product you are offering to the maximum.

Often customer training examples can be found in organizations or companies come with:

• A product that needs a customer to change their existing workflow, process, and behavior for the service
• A product that is complex; hence customers need training before using it.
• A product that has a diverse user base and caters to different needs and roles
• Products that regularly upgrades with new functionalities and features
• Products or services that need extensive support
• Any suit of services or products that requires cross and up-selling

If you are planning on providing the best customer training program, you need to consider the customer service training program outlets.

The training can be delivered in several formats based on the target audience, the complexity of the product/service, the company’s goal, and the level of knowledge of your customers. Some of them are:

• Recorded screen-captures
• Recorded webinars
• Infographics
• Slideshows
• Quizzes
• On-demand training
• Schedule classes

The next question that is often asked is what are the benefits of providing a customer training program.

Benefits of Customer Training Program.

It has already been well-established the benefits that customer training best practices offer. Some of them are:

• Faster onboarding of customers.
• Reduction in churn while increasing the value.
• Increase in customer adoption and engagement.
• Enhanced flexibility and availability of knowledge for the product/service.
• Lowers the overall training cost.
• Reduction in support tickets, thus freeing customer care service providers to engage with more pressing issues.
• Increased ROI.
• Improve in retention, renewal, and expansion of business.

With these benefits in place, the next pressing question for any company that wishes to develop a customer training program is how to create a customer service training program? In the next section, we will look into it along with why LMS is essential in customer training.

Why LMS is Required for Customer Training?

Before you start launching a customer training program, it is vital to layout the training strategy along with the key objectives. Many companies are now using Learning Management System (LMS) to deliver the customer education process and streamlining the onboarding.

LMS is a software platform that enables the company to build, deliver, and track the training process of the partners, employees, and customers on a global scale. The Customer Experience (CX) professionals and the marketers can build a customized customer education portal that is intuitive too. It can deliver learning content that is engaging and offers a personalized learning journey with detailed analytics for the company.

With LMS in place, customers can have a central knowledge platform to find all the required training materials, which can be accessed on-demand and in a bite-size support tool. The other added advantage of LMS is, you can update and deliver the materials quickly. With LMS in place, you can roll out service changes; update the UI about the new products in no time.

5 Ways To Leverage on Your Customer Training LMS to Increase Customer Training Success

The onboarding program hence needs to prioritize and map out the obstacles they need to address during the customers’ journey. With LMS, there are five ways that businesses can leverage customer training.

1. Formal & Informal Training.

A company can offer content delivery with LMS on diverse media, platforms, and styles. The LMS’s social and structured learning feature allows the customers to engage with other users and share insider tips and knowledge. The feature thus enhances the positive experience where the customer service team can interact with the consumers directly.

2. Automated Onboarding.

LMS offers a range of options when it comes to automated learning. A customer can click on the link given on the marketing material, product landing page, or your company’s social media pages, which will direct the user to the appropriate training material. A user can also self-register, use interactive notifications, single sign-on SSO to get the training.

3. Self-Paced Learning.

With different people having different learning styles, other priorities in life, and personal preferences, scheduled learning can be a detractor. Thus self-paced learning offers onboard or prospective customers to learn your product with flexibility. As a result, customers can get the training and information about the product when they need it. Also, fit the learning within their schedules as they want it.

4. Track the Success.

One of the best benefits of the latest learning technology is its ability to offer metrics on the learner’s activity. The tracking of the learner’s success allows the organization to gain insight into the learning program. Find the gaps to ensure they can be improved. As a result, it warrants customer success.

5. Motivate & Reward.

One way to ensure your customers stay engaged with the training process is to motivate them. LMS can help you with the process by creating leader boards, badges, and certifications. Mainly certifications often prove to be confidence builders where at the core is your product and its competencies.

There are several LMS in the market to leverage the technology for your business, so start creating interactive training programs with the learning technology for your business.

Wrapping It.

It has been noticed that a carefully crafted customer training program with online support and knowledge base along with a library can help you to create actionable insights for your business. Content consumption can help you to fine-tune your marketing strategy and increase customer onboarding, thus enhanced ROI.

Let’s Know How to Engage & Retain Customers with Effective Customer Training Program?

A range of elements goes into establishing a successful business. At the center stage of it, all is customer service training programs. Any interaction a company or its employee has with a customer affects the business. Hence, in the business world, what separates the chaff from the wheat is the one that offers a succinct customer training program.

As seen in most cases, it is often the customer services that help a company to thrive. It is hence imperative that businesses need to invest in creating the best customer training programs.

Offering excellent and comprehensive customer service training to the employees, stakeholders, and even customers will add value to your product and customers. It will also drive sales and give you an edge over your competitors.

Getting your customers to understand your product and service is vital. By creating a successful customer training strategy, you are putting the business ahead of others.
So if you are still finding this article important and want to acquaint yourself better with the customer training guide and want to know more about it, let’s continue.

We will explain customer training, why it is essential, and how it can help your business.

In businesses, most often, the addressed audience is the internal employees when it comes to eLearning. But in the last few years, there has been a constant surge in expanding the customer service training program outlet. With this service, the target audience is the non-employees, including the stakeholders, distributors, and customers.

The space given with this training allows the customers to enjoy the centralized space to get the answer to their queries and get faster results for their issues.

What is a Customer Training Program?

If we look into a customer training guide, it needs to have materials and information about the services or products that are part of your business’s objective. These learning materials can be categorized into three ways:

• Guided learning.
• Self-paced learning.
• Combination of guided and self-paced learning.

The kind of category you want to offer depends on your business and also what your customer base prefers and responds to.

A good customer training example is guided onboarding. This can be essential in helping your customers with the launch of new software or products. With this strategy, you can see the result of your product soon.

Along with this, it is also essential to offer customers materials on the product to empower the self-paced learners. They need to have the information they seek at the point of need. One example that we can offer is the on-demand training material or offering a knowledge base.

Why Does the Customer Need to Be Trained?

There are several benefits to creating customer training best practices. This includes a dynamic approach to reaching out to new customers—the opportunity to increase loyalty among the existing customer base.

The simple reason that customer training program work for your benefit is that, like your employees, they also need the knowledge about your products to get the full utility of it. However, without a proper training program in place, mainly an eLearning platform, your customers don’t have access to that knowledge.

Since customers don’t always know where to find the information, often which are hidden in FAQs, Terms of the Service, and Users Guide, providing them with a separate learning module is much more beneficial.

It has often been recorded that most of the information hidden in these formats goes unnoticed while presenting them in a course format does wonder for retaining the information.

Benefits that a Business Can Achieve From Implementing a Customer Training Program Are:

• Building customer loyalty.
• Customers will get to know the best way to use your products or services. Also, enjoy the maximum benefit out of it.
• Ongoing training of the customers also is part of your ongoing marketing strategy.
• Educating the customers helps with increasing the conversion rate and eventually the ROI of your business.
• You can engage your customer service team for critical issues instead of mundane know-hows.
• If you don’t want your customers reading about how to hack into your products, or see unauthorized YouTube tutorials, training them with proper material is essential. They should get the information from the expert, and that is YOU.

How Effective Customer Training Program Helps in Engaging & Retaining a Customer?

If you want to know how to create an effective customer training program, the simple reason you need to bear in mind is to create a module that will help engage your customers and retain them.

Often when businesses do not engage with their customers, it leaves them unhappy and leads to churning. So if you want to reduce the churn rate, you need to keep them engaging. Relevant training will give them the excitement to know something new. It will give the customers the knowledge and tools to do their work better with your products.

So while you keep the existing customers happy by engaging them, you are also opening up opportunities to get new customers from the references done by the existing pool.

There is also the option of offering an on-demand customer training program, where your customers can access the learning materials directly from your eLearning platform. This method allows you to introduce new products, train them on how to use them in real-time.

The method ensures standardized training for customers while delivering consistent material irrespective of the location.

By creating engaging content, you allow customers to understand your product, the solution, thus enhancing customer loyalty. The process also engages them in a way that support tickets are unable to do with customer services.

Nowadays, many organizations use a learning management system (LMS) to offer online effective customer training programs. LMS helps you measure and track your training material’s success in real-time and see the customer engagement. This ensures valuable insight into the training tools that you offer. You can tie this to the KPIs to analyze the impact it has on your business.

Final Thoughts

If you want to build customer loyalty, keep them engaged and allow them to get the best from your products or services, you must start an effective customer training program. If you are not yet convinced, just think about how your customers will react to the value-added service your competitors will provide with the training program.