Category: Blog

List of Top 10 LMS for Customer Training

Post author By Vinay Londhe
Post date June 3, 2022
No Comments on List of Top 10 LMS for Customer Training

Digitalization has proven to be a lifeline for many businesses in the post-COVID world. The COVID-19 crisis has brought years of change in the way companies think and work in only a few months’ time, with physical contact restricted to a bare minimum.

Since COVID-19, there has been a considerable increase in the use of language applications, virtual tutoring, video conferencing tools, and online learning software.

In Graphical Research, it is estimated that the Asia Pacific E-Learning Market will cross $90 billion by 2026. This research gives us an insight into the evolution of E-learning and the rise of digital transformation.

During the pandemic, it was not just a challenge of companies’ capacity to encourage employees and customers to embrace new forms of business engagement and connection, but it was also a challenge of their ability to fast-track technology implementations. To tackle this difficulty, several companies attempted to create their own LMS to train customers.

Let’s begin by understanding what LMS for customer training is. You can get all the information you need right here.

What is an LMS & What are its Uses?

LMS is the website or web app used for administration, documentation, tracking, reporting, automation, and delivery of training courses, training programs, or learning and development programs.

While using the LMS, an admin can easily control the content and measure the impact of the training on the employees and customers.

What is Customer Training LMS?

The customer training LMS is purposefully in-built software that helps to show the product in a structured and controlled manner so that it will be easy to understand the customers. Customer can opt for the courses suitable for them as per their training and upskilling needs.

Do you want to know about the top LMS for customer training? If yes, then this is the best destination for your search.

According to Our Research, the Following is the List of Top LMS for Customer Training

Skilljar
Docebo
Raven360
CXcherry
Talent LMS
Absorb LMS
360 learning
Northpass
LearnUpon
Teachable

Let’s know more about each LMS for customer training in detail.

Skilljar

Skilljar is the leading customer training platform founded in 2013 and has 175 employees & headquarters are in Seattle. Skilljar is the best external LMS that helps companies to accelerate product adoption & increase customer retention and lower the cost to support.

The main advantages of using Skilljar LMS for customer training are driving adoption, scaling resources, and growing revenue.

The Main Features of Skilljar LMS for Customer Training are as Follows.

Actionable Data & Insights
Enterprise-ready Support
Audience-specific Portals
Support for multiple content types
Powerful Integrations
Built-in assessment & certifications engine
Built-in eCommerce & revenue generation functionality
Customizable user experience
Enterprise-grade reliability & security
Native data & analytics

Specialties:

Customer Success, Customer Onboarding, LMS for Customer Training, Learning Management, LMS, Extended Enterprise, SaaS, Customer Engagement, Customer Retention, Customer Enablement, Product Adoption, and Customer Education

2. Docebo

Docebo is a recognized LMS for customer training. If you want all your learning challenges to get solved quickly, Docebo is the best LMS for customer training. You can create and manage content, deliver training, and measure the business impact of your programs with Docebo LMS for customer training.

With the help of Docebo, you can simplify problems like Customer education, partner enablement, and retention.

Docebo LMS for customer training aims to support customer lifecycle, drive product adoption, and build partner channels. It is a single suite for all your enterprise learning needs.

Key Features of Docebo LMS for Customer Training are as Follows.

Audit Trail
Automation
Certifications and Re-training
Courses Catalog
Custom Domain
E-Commerce
Enrollment Rules
Extended Enterprise (multi-domain)
External Training
ILT-Classroom
Gamification
Learning plan
MOOC Builder
Notification
Power Users
White-labeling

Specialties:

E-learning, Elearning, LMS, Cloud E-Learning, LO, E-Learning As A Service, E-Learning Marketplace, E-Learning Ecosystem, E-Learning Apps, Artificial Intelligence, Learning Suite, Extended Enterprise Training, Partner Training, LMS for Customer Training, Onboarding, Compliance Training, and Sales Enablement

3. Raven360

Raven360 LMS for customer training helps you create training experiences easily & connect your sales teams with prospects.

You can customize content & learning paths for educating users, creating happy customers, and turning clients into product champions. It is the best platform for retaining customers & generating revenue.

Raven360 brings technology and users together through hassle-free LMS for customer training & empowers your customers and unlocks growth by automating every step of your training program that involves building content to billing and collections.

the Following are the Features of Raven360 LMS for Customer Training.

Instructor-led Training
Face to Face Classes
Virtual Instructor-led Training
On-Demand Training
Hands-On Labs
Fully Mobile—Any Browser or Device
As Easy as E-Commerce
Video Training & Coaching
Gamify Training

Specialties:

Secure content distribution, Sales Enablement, Coaching, Onboarding, Assessments, Advanced Learning Analytics, Integrations, Sales Readiness, Gamification, LMS, Corporate LMS, Enterprise-grade LMS, Training, Partner Training, LMS for Customer Training

4. CXcherry

CXcherry is the best LMS for customer training since it helps with onboarding, adoption, retention, reducing support tickets, building brand champions, and enhancing upselling. With an easy-to-use, modern, and purpose-built customer education platform, CXcherry streamlines the customer enablement process. With the help of CXcherry LMS for customer training, you can onboard, engage, and retain your customers.

CXcherry is a single suite that increases revenue, lowers customer churn, and encourages product adoption. It’s an all-in-one customer training platform that lets you turn your customers into product champions and brand advocates for the rest of the globe.

CXcherry has the Best Features as Follows.

Easy Administration
Intuitive User Engagement
Easy Content Upload
Built-In Certification & Assessment Engine
Multi-Domain Functionality
API Driven Third-Party Integrations
Data Intelligence & Reports
Enterprise-Grade Reliability & Security
Powerful Integrations

Specialties:

LMS for Customer Training, Customer Education, Customer Success, Customer Onboarding, Learning Management System (LMS), SaaS Customer Training Platform, Customer Engagement, Customer Retention, Customer Enablement, Partner Training, Extended Enterprises Training, Partner Enablement, e-Learning, and Customer Experience

TalentLMS

TalentLMS LMS for customer training helps users quickly create courses quickly to be available everywhere with easy management that saves support time by providing a user-friendly experience that allows you to connect with your tools to automate everything.

You can achieve all types of training like onboarding training, compliance training, partner training, and extended enterprise with the help of TalentLMS LMS for customer training.

Features of TalentLMS LMS for Customer Training.

Course management feature is content-friendly that supports SCORM, cmi5 & xAPI with an assessments engine & surveys engine.
Learning delivery helps in blended learning, gamification, certifications, rich communication tools, Video conference support
Enterprise-ready reporting, branching mass actions, API Single Sign-On, integrations, security, GDPR-friendly
White labeling that is customizable, themeable
System with an interactive user interface having high web standards
Accessible with mobile
Multilingual

Specialties:

e-Learning, Learning, Human Capital Management, Cloud Computing, Learning Management Systems, and LMS for customer training

Absorb LMS

Absorb LMS for customer training can be used to create brand advocates. Absorb LMS helps businesses to earn their customers trust and loyalty that will lean into customer training. You can expect all the functionality in an LMS, plus unique features that empower customers to deploy an intuitive customer learning portal. With Absorb LMS, you can improve customer experience, drive positive business outcomes, and track customer success.

Some of the Primary Features of Absorb LMS for Customer Training are as follows.

Smart Administration
Learner Engagement
E-Commerce
Reporting & Analytics
Learner Experience
Observation Checklists
Content Libraries
E-Signatures
Mobile App
Artificial Intelligence
Absorb Pinpoint
Performance
SCORM Compliance
Integrations

Specialties:

Learning Technology, Learning Management Systems, E-Learning, Corporate Training and Development, Compliance Training, Upskilling, In the Flow Learning, Onboarding, and Professional Development, LMS for customer training

360Learning

360Learning LMS for customer training lets us crowdsource learning needs, find people with in-demand expertise, empower experts to collaborate with L&D, scale course development, maximize course quality and engagement and turn collaborative learning into your competitive advantage.

360Learning builds a culture of collaborative learning to upskill from within and win the battle for skills.

Few Best features of 360Learning LMS for customer training are as follows.

Authoring Tool
Knowledge Check
Content Integrations
Collaborative Editing
Collaborative Learning
First-class User Experience
Mobile Learning
Learn In The Flow Of Work
Dashboards
Blended Programs
User Management
Academies
Customization
Custom Integrations

Specialties:

LMS for customer training, social learning, LCMS, E-Learning, Learning Management System, LEP, Learning Organization, Engagement, LXP, Authoring Tool, Peer Learning, Learning Suite, Collaborative Learning, eLearning

Northpass

Northpass is the platform that gives you the facility of creating, managing, and scaling learning programs. It helps companies effectively train any audience, including customers, partners, and employees. Northpass has an all-in-one platform that provides ultra-fast authoring, intelligent administration, and perfectly integrated learning experiences. Plus, the best support team in the business.

Few Features of Northpass LMS for Customer Training.

Online Course Creation with Media Library
White Labeling from Top to Bottom
Real-Time Reporting
Easy Integration with Third-Party Apps
Automated User Management
Multiple Ways to Deliver Courses
Global Infrastructure Support
Course Monetization Tools
Convenience of the Cloud
Video & User Analytics
Social Networking
Open Navigation & Learning Paths
Webhooks & API Access

Specialties:

e-learning, education, online learning, training, LMS for customer training, employee training, partner training, contractor training, learning management system(LMS)

LearnUpon

Drive great customer experiences with LearnUpon LMS for customer training to strengthen long-term relationships and fuel your business growth. LearnUpon LMS for customer training allows you to onboard faster, educate better, shape lasting relationships, and empower your support team. Create a customer academy to power up training to manage, deliver, and track your programs.

LearnUpon LMS is the solution to streamline and centralize training management across your company.

Here is the List of Best Features of LearnUpon LMS for Customer Training.

Course creation
Training delivery
User management
Learner engagement
Portals
Reporting
Integrations
Webinars
Enterprise-grade security and reliability

Specialties:

LMS, Learning Management System, eLearning, SCORM, xAPI, Gamification, Employee Training, Compliance Training, LMS for Customer Training, and Partner Training

Teachable

Teachable is the platform that thrives for creators to turn customers knowledge into businesses. Teachable is an online platform for businesses to create online courses with videos, lectures, and quizzes. It allows for tracking sales, gaining insights into selling and collect feedback via surveys on a unified dashboard.

Some Features of Teachable LMS for Customer Training.

Customization
Learning Tools
Monetization
Hosting & Security

Specialties:

Online Education, Online Course Creation, and eLearning, LMS for customer training

Conclusion:

People searching for LMS for customer training have many choices for selecting the best LMS.

Considering different needs like budget, feature requirements we have compiled this list to help them so that they can select the best LMS for their business without wasting too much time.

We hope that this list will help. Don’t hesitate to reach out to us if you have any questions or concerns.

Tags Customer Training LMS, Customer Training Software

Blog Customer Education

Top 6 Best Strategies for Creating Customer Education Content: Hybrid Workforce

Post author By Ivy Lobo
Post date April 27, 2022
No Comments on Top 6 Best Strategies for Creating Customer Education Content: Hybrid Workforce

Let’s Know About the Top 6 Best Strategies for Creating Customer Education Content: Hybrid Workforce

In this blog, you will learn how a new-age hybrid workforce demands the change in learning content strategies for L&D departments. By creating an adaptable learning strategy – your customer training program can stay progressive for the long run.

All of us know about the importance of best strategies for creating customer education content. If you implement best strategies for creating customer education content in your customer education program then you will get more impactful result. So let’s learn which are the best strategies for creating customer education content.

Also, the factors about how enabling a learning management system (LMS) in your content distribution strategy can become your access to wider audiences. Know the best strategies to create your learning content through – 6 best strategies for customer education content creation.

You can also download this free blog for later touchpoints in your content strategic stage with your L&D team and project managers.

To give you an outlook of how dedicated SaaS companies are in structuring their future hybrid work model, Here is how Hubspot is planning to manage its new hybrid workforce:

From January 2021 they allowed employees 3 work options.

From the office: You come into a HubSpot office 3 or more days per week. You have a dedicated desk for your laptop, monitor, family photos, and anything else that makes your workplace truly yours.
The Flex: You come into a HubSpot office 2 or fewer days per week. When you come to the office, you’ll be allocated a “hotel desk”, which will be organized by the team when possible.
From home: You work the majority of your time in a HubSpot-approved entity.

Why mention all these plans & timings?

Two reasons:

1. Customers are changing their work environment.

2. Access to remote working support.

Here Are the Best Strategies for Creating Customer Education Content: Hybrid Workforce You Can Use.

1. Adapt to Blended Learning

Creating a learning experience for a hundred thousand people and million-plus learning items and planning to execute it in a personalized way is not an easy task. Moreover, if it is not deployed at the right time for the right person – your entire efforts and time spend on curating content becomes useless.

“Our leaders are building their strategies to connect to those who are better & faster in building digital content & give our people access hands-on.” -Simon Brown (Chief learning officer, Novaris)

To create a variance of learning content in the age of the hybrid workforce, you need hands-on learning solutions to cater to your different sets of customers.

Here’s why the only 1:1 learning in your L&D course deployment might not be the best strategy:

60% of SaaS companies are adapting to remote culture post-2021.
16% of employees in Top SaaS companies prefer WFH to in-office.
91% of remote job posts grew on Linkedin post-March 2021.

It is not that 1:1 interaction or classroom learning won’t be of any use shortly. Many companies believe that L&D courses are best catered to once they are deployed in person.

Also, an employee retains at a higher level when they are in a classroom environment. But, not to forgot how times have changed the entire corporate working paradigm – Your L&D needs blended learning courses to execute your customers where ever they are.

What is Blended Learning?

Blended learning is an approach to educate your customers with both online learning materials & traditional classroom methods inclusive of online interactions. It requires a physical presence of a student & a trainer, with some elements of student control over time, place, and medium.

Benefits of Blended Learning (Companys’ Perspective)

Reduced 1:1 Training Courses Cost (Travel, accommodation, and printed training material) .
Better learner engagement: Online gamification and webinars.
Greater ROI.
Easy to track learners’ training completion or pending status.

Benefits of Blended Learning (Learners’ Perspective)

Self-paced learning: Convenient & flexible for remote learners.
High comprehensive understanding: According to academic research.
Social learning is supported: Interaction with trainers, instructors, and fellow learners.

2. Enable LMS – Planning, Development, and Distribution (Continuous L&D model)

If you have a hybrid workforce – you need to update your distribution model. You need a continuous adaptive strategy that applies both for remote workers and office ones.

Typically, the customer training program is owned by a single team – The customer success team. But, that doesn’t mean that other teams shouldn’t get involved.

Planning out a combined effort to deploy your customer education content covers each area of how well you know your customers. As an example:

Customer success team: creating course content while developing & managing the LMS.
Sales team: Subject matter experts & customers insights.
Customer support team: Improvement through customer insights.
Design team: Course design creation.

How LMS becomes a need in a Hybrid environment?

Single-channel distribution for different working environments.
Curate diverse learning content for specific training through AI support.
Self-paced learning programs designed for different working profiles.

How you will create your learning content depends majorly on how you distribute it. So, updating your distribution channel will ensure that your remote learners don’t feel left behind & envision their career progression wherever they are.

3. Update Your Content

It real tricky to understand sometimes what type of content would be best for your customers. Therefore, it’s best to create a content audit to identify where your organization’s content strategy stands.

Start by asking few questions:

What type of training resources are we currently giving our customers?
What teams are involved in the customer training process?
What tools are we currently using to train our customers?
What is our internal data telling us?
What are internal teams and our customers saying about the training program?

After you create a full content audit basis on such questions – develop learning objectives. When you have an overall goal in your online training strategy, you can easily plan out training courses that will have a definitive outcome for learners as well.

Researching and planning your learning content on basis of customer-centric goals helps your organization in the long run. From curating and streamlining training courses to defining KPIs, it is the stage that will boost your chances of getting the training right.

For example, if you are training your customers on how to use your emailing software, the objective of your course could be that the customer can add a CSV email list to your system.

In simple terms, one objective is that a customer can build a course using our provided solution. This sounds simple, but it makes creating your training courses much more straightforward.

From here, you can now branch out your content in form of slide decks with images, creating course PDFs, and other easily build text to image formats to help customers develop their skills easily.

You can also use videos using tools like Camtasia or a fully fletched content authoring tool. Because it’s good to develop a mix and match content type to cater to different customers’ choices.

A good LMS can provide you to add multiple content formats into your courses. Also, by doing this you will keep your learners engaged.

Don’t forget to dig into the resources you already have – you have a gold mine already. It can be an eBook written by your marketing head, or decks handed out by your sales guys, or even internal guides. Take a keen look at your current assets to check if the content fits for repurposing into training courses.

4. Be Accessible to a Wider Audience

Many SaaS companies are opting for freemium membership of their education program to reach the broader new customers and existing audiences. Beyond boosting customer engagement, this strategy also helps generate brand awareness during challenging times – goodwill in social impact.

Also, make sure that you employ the right technology while curating your content strategy so that you can scale, improve and repurpose your training impact later on.

For example, Moz, a marketing analytics software company, offers free courses on its training academy to help marketers and other contributors to develop & improve their search engine optimization (SEO) skill sets. By scaling training programs on such a level, Moz is immensely broadening their impact of training impact.

5. Stay Updated

Since Covid-19 has hit, industries have seen an increase in remote work demand. Some SaaS companies are adapting to use technology to curate their hybrid workforce training content and some are still managing flexible classroom schedules as an L&D course deployment option.

But, those companies who opted for online learning are now understanding the value of updating & the scope of engagement. Customer trainers and instructors are becoming proactive in seeking to understand the changing needs via 1:1 interview, zoom meeting coffee hours, and product & service usage analytics.

Once you keep all your ears up, building a learning content strategy for your training programs becomes an iterative process. Don’t get de-motivated if your training program is not deployed on time, or friction points coming now and then, or even you feel that this is not good.

Remember, no training program is perfect, that’s the best thing – It is a continuous process of improving.

The rule of your training program must focus on what is most important for customers? What are they finding value in? Keeping your approach in such a mindset will make the entire process more achievable and will allow you to improve while adding more value for your training courses in the long run.

6. Your Minimum Viable Product (MVP)

The changing speed of L&D courses delivery and development caused many SaaS companies to align their focus on their minimum viable product (MVP).

In practice, it is the most authentic and impactful development strategy to curate your learning content around your high product value.

To create and distribute valuable content – companies are experimenting with new formats like videos and image-texted resources to put out their message as clear as possible.

Conclusion:

Educating customers is a continuous process once you understand the seamless results it gets as an experience for customers.

Friction within the training process is likely to happen in each & every training program. And, setbacks are meant to let you restructure your entire process, but re-creating through tools & strategy will evolve your entire organization dynamics.

To ensure your learning content is helping your customers to understand your products & services better – Bring a learning management system (LMS) as a tool to hammer & shape your content strategy according to customers’ needs. Employ the pioneering in learning technology to retain & delight your customers now.

Tags Customer Education, Customer Training

Blog Customer Training

Best Practices to Measure Impact of Customer Training Program (Intuitive Method + Templates + Tools)

Post author By Amol Shinde
Post date April 20, 2022
No Comments on Best Practices to Measure Impact of Customer Training Program (Intuitive Method + Templates + Tools)

Best Practices to Measure Impact of Customer Training Program (Intuitive Method + Templates + Tools)

Learning & Development (L&D) isn’t about what you can remember, it is fundamentally how you apply what you learned to improve your life.

Once you understand that what you are learning are simple tools to operate your complex task without putting extra effort – your interest grows & exercises your will to learn even more.

That’s how your customer should feel about your training program. But how would you know, if they are already in that phase of curiosity? Or maybe they’re excited but clueless to narrow it down. It is better to know best practices to measure impact of customer training program before implementing customer training.

Again, how would you know which part of your training is making a change? Through KPIs, or feedback starters?

Know more about the best practices to measure impact of customer training program.

Fundamental Questions You Need to Focus to Evaluate Which Part of Your Customer Training is Making a Change.

Did they like it?
Did they learn?
Are they able to apply what they learned?
Is training improving their goals in their organization?

Yes, there are countless measuring metrics to analyze your customer response & satisfaction rate during training, but, just think about it for once!

Your self-paced learning program – capable of delivering diverse content according to diverse needs – establishes a personalized benchmark for your diverse audience.

Such a diverse paradigm of training and you decide to limit your evaluation to just tools?

Your training evaluation may find customer pain points & improvement insights through analytical meters.

But, you need an intuitive method to evaluate your training and to establish your success meters.

Yes, we know, it’s not that exciting part though, but by intuitive evaluation, you can easily figure out if your training works and how to improve it.

Kirkpatrick’s model of learning is meant to be the most widely used method to evaluate the results of training and learning programs. Although, this model has been an effective benchmark to evaluate employee training programs, but has shown even more successful results when it comes to customer training.

Donald Kirkpatrick (1924-1950) was a Professor Emeritus at the University of Wisconsin. He developed the four levels of evaluation model in the mid-1950s as part of his Ph.D. dissertation. And, his vision of L&D training evaluation has now been used for over 30yrs by many different companies as a major system for training evaluation.

Kirkpatrick Model – Four Levels of Learning Evaluation

Reaction.
Learning Evaluation.
Knowledge gain.
Results.

Level #1: How Are They Reacting?

There are good chances that you already taking a survey after customers’ first learning session. The fundamental idea to evaluate right after the first session is to gain insight into the training experience from the learner’s perspective.

Ideally, most B2B companies limit their first survey to just collect basic responses from customers because of many reasons like “They might churn off customers soon”, “They are overpopulating after the first signup onboarding emails.

The problem here is, they are focussing on just a customer response. They need the right questions to pinpoint the accuracy of the first survey:

Smile Sheets

A smile sheet is simply a form consisting of a series of questions combined, asking your customers about their satisfaction.

In a recent survey, many B2B organizations were asked about the smile sheet effectiveness, and most responded that “they don’t understand how to bring improvement in training through just good or bad customer responses”.

We understand it can get hard to find precise pain points to improve when scalability is of a wide range. And, we accumulate such common limitations that smile sheets may have:

Limitations

Data is basic.
It doesn’t necessarily correlate with actual learning or customer behavior.
It is hard to scale.

Now you might be confused that whether to use smile sheets? Are there any evaluating benefits? Whether to infuse a smile sheet in evaluating your training or not?

Well! There’s always a good and a bad side to any tool. All you have to do is to find the right way of using it.

Benefits of Smile Sheets

It demonstrates respect for customers thoughts & concerns.
It provides early satisfaction results.
It gives you insights about your training’s valuable side & not so valuable.

Smile Sheets doesn’t limit to the “Just asking for your feedback” tool, you can employ it as a performance-focused evaluation for your customers during training sessions.

Performance-Focused Evaluation

E.g. Writing a TPS Report.

Instead of asking your customer, “How are you liking the course/training?”

Focus on their progression towards set goals, “How well are you able to imply the reporting skills in the practice of your job?”

On a learner scale your feedback to get customer reaction must be of some accuracy, to understand specifically about the customer experience, here’s an example of how you can touch down customer’s understanding:

Are you able to apply what you learned in the training?

I am not able to apply these concepts.
I have some understanding but require additional training.
I can apply the concepts but require support.
I believe I have competency.
I know I can perform to an expert level.

Level #2: Are They Learning?

This phase of evaluating your training programs focuses on measuring the customers’ knowledge, skills, and mindset developed as a result of your training program.

Here we want to ensure that your customers are learning what they are supposed to have learned. Take an example of how Hubspot evaluates their customer knowledge & skills acquired during their delivered training.

Quick Quiz: Few questions to ensure customer retention level.

Hubspot Academy’s – Know Yourself Quiz

Hubspot ensures that its customers are understanding the concept and also, they provide further assistance by providing helpful resources to make it easy for customers to catch up on what they learned, later on.

Resources (to Provide & Understand What Audience Needs)

Slides.
Transcripts.
Goal calculator.
Knowledge Base.
Templates.
Ebooks.
Blog Post.
Reports.
Website.

2. Free Certification: Presenting a Learning Win to Grow for Customers.

3. Hand-on Surveys & Assignments: To Assess Customer Retention Rate by Providing Assignments Right After Each Training Session.

Hubspot Academy’s – Survey Assessment

They assess their customer’s demographics and improvement scale after they are done with the course. Perfect CTA!

Two Major Benefits for Post-Training Session Assessment

The customer is still in the learning mode, high response rate.
Customers want to exercise their choice after learning, future improvement in training required would be answered precisely.

They appreciate customer learning efforts & acknowledge their time, so to improve significantly – They choose accuracy to deliver value. It simply means, “Knowing your customer”.

Level #3: Are They Applying What They Learned?

“One of the reasons why most SaaS companies are failing in customer success program is because their program is driven by cost, not value”- Glide Consulting (Customer Success Expert)

Customers who can achieve success with your product on their own do result in reduced support cost but such consequence becomes your value when you see your customers value in it too.

So, level 3 is all about evaluation based on, “Are you customers applying what they learned or not?”

You can further segment this evaluation into 3 steps:

Monitor customer’s performance.
Offer support.
Measure the results.

How to Monitor Your Customers’ Performance?

Firstly, find a natural data point to monitor your customers’ before and after training performance. Are they improving in any areas of their applied work? Is there any issue they are facing while applying it?

You can develop a demographic survey (one like given above) to understand the basic needs of your customer before you develop a working environment for them.

Secondly, you may have noticed your customers feedback filled up this survey form real quick. You can use a start and stop time to measure the accuracy and pace of answered value. This way you will see if there are any errors customers while answering due to limited time.

After your trainers assessing those errors closely, combine this data with the above data points to understand where the customers are getting that error and offer performance-focused support to customers to improve.

How to Measure Your Customers’ Results From the Training Provided?

Okay, Let’s continue with the above TPS reporting example. Let suppose your manager tells your customer to complete 10 TPS report.

Before training when you delivered this task, customers were able to complete 5 per hour with only 60% accuracy. But after baseline training sessions, your customers can complete 11 TPS reports per hour with 80% accuracy.

Knowing your customers’ improvement gives you direction to assess your level 1 and level 2 training evaluation accordingly to let your customer keep exceeding the benchmark.

Level #4: Is There Any Training Impact on Their Organizational Goals?

In level 4, you assess whether the training program was accomplished? Have they achieved their effective goal?

Now, to evaluate level 4, you need result-oriented data that provides a comparative measure.

Let’s take an example of a company that spends 20 % of their workweek time in team meetings to structure & plan out things accordingly.

Is there any Training Impact on their Organizational Goals

They plan to infuse training with their work environment to reduce team meeting time as a result. And, they found that after employing training for each employee, they successfully reduced their time spent for meeting & whiteboard sessions.

Similarly, you can map data points considering your before and after training results for customer’s in their working areas.

Well, as every L&D experiences this most in their life that no training program ensures perfect results, as there is consideration for using with Kirkpatrick model as well:

Considering Using Kirkpatrick Model

It works best if training results are relatively isolated (It means there are no depending factors that rely on training results apart from customers’ growth itself.)
Degree of accuracy (There are chances that your customer already knows best to be assessed for a basic training test. So, to deliver training, in that case, won’t be necessary.)

4 SaaS Customer Success Metrics (Tools to Evaluate)

Product/Services Usage Rate: The more customers use your product, the more valuable is the product for them. Your customer support team can easily track the product use frequency by customers and create a scale for the ideal growth rate.
Active Customers: As a SaaS company, your goal is to land up recurring customers. Measuring daily, weekly, and monthly active users will provide you access to short-term activity time & long-term customer active time.
Free Trial Conversion Rate: Free-trail conversion metric is a must-have in SaaS recurring business model to identify how well your customers are switching from freemium – to – premium services while monitoring churn rate too.
Average Time Spent on Platform: Evaluating the average time will provide you with a detailed story as to how much time your customers are integrated with your software.

We hope that you understand about best practices to measure impact of customer training program.

Conclusion:

As a SaaS company, you may come across a lot of measuring metrics and perfect training evaluation tools to infuse for results. But, eventually, your customers are changing goals on daily basis – So, it becomes an adaptive practice to employ intuitive methods to evaluate your training program. Also, ensure you are using effective L&D strategies to evaluate your training up to the current market benchmark.

Tags Customer Education, Customer Training

Blog Customer Training

Why Every SaaS Company Must Invest in Customer Training?

Post author By Vinay Londhe
Post date March 2, 2022
No Comments on Why Every SaaS Company Must Invest in Customer Training?

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.

What is Customer Training?
How Are Companies Training Their Customers Now?
Getting Started With Customer Training
Importance of Customer Training for SaaS Companies
Successful Customer Training Growth Metrics
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.

Identifying Customer’s Specific Needs.
Suggesting Apt Product & Services to Customers.
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:

New Users Training.
Intro to Slack Training.
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!

Blog Customer Education

5 Key Benefits of Right Customer Education Program

Post author By Amol Shinde
Post date February 16, 2022
No Comments on 5 Key Benefits of Right Customer Education Program

Customer Education is the Most Powerful Weapon to Survive in the Market.

Irrespective of the business you run or the product or service you want to deliver, the goal is to add value to the customer base. Any business that wants to survive in the market continually strives to develop a product or service that meets the needs of the customers. They want to solve the pain points that the customers may have before using the product.

In this hyper-competitive market, where products are becoming complex and advancing technology, it is vital to keep the customers knowledgeable. But how do you keep them educated about these factors? The best way is to launch the right customer training program. It ensures that your product is successful in the market when customers adopt the training.

What is a Customer Training Program?

When you launch a program, product, or service, a set of programs are developed to offer the consumers and stakeholders the required skills, information, and abilities to use the product to its maximum capacity. The aim is to arm customers with the resources and tools they need to become more informed consumers or buyers of the service or product.

With the help of customer education, a company can engage, onboard, and retain existing and new customers. By developing the customer education program, you are helping to exist and potential customers recognize the product’s value. The customer training program intends to offer a positive experience for the consumers.

As a part of the process, it is often conducted in two phases, pre-sales assistance, and after-sale education. In the pre-sale, the program helps consumers to know about the various features of the product. The process also helps the company know whether the service/product meets the consumer’s needs. The after-sale customer education program focuses on techniques and knowledge for optimum usage of the product/service.

The Customer Training Program Course Can Offer the Knowledge to the Consumers in Several Forms and Formats, Which Can Range From the Following.

Written material like purpose and focused blogs.
Multimedia, which can have video content focusing on skills.
Interactive knowledge bases with the help of AI chatbots.
Webinars for a live session group instruction process.
Interactive assessments to monitor and help consumers to track their progress with quizzes and tests.
Contacting the consumers with your customer service reps.

It is quite likely that you can find all these in the content marketing of your business. If that’s the case, it’s wonderful because you already have the base for creating a customer training program. However, customer education takes this training a step further, where resources are offered to consumers to better tackle product/service-oriented concerns. Moreover, while providing the training, the program also equips the consumer with enhanced insights with methods and tools that they can apply to resolve broader challenges on their own.

The topics covered in a customer training program are more than just help-desk topics. Its core focus is on developing self-service while having an always scalable approach even when there are n numbers of users of your product/service.

Given that proper customer education helps with scaling the business, there are few more benefits that the training offers. The next section discusses five of the key benefits of using the right customer education program.

5 Key Benefits of Right Customer Education Program

It has been witnessed that customer education programs can create a practical and positive experience not only for the consumers but also for employees dealing with the customers. Here are five top benefits of implementing the right customer training program portal.

1. Scale & Educate Every Customer

Many companies are now employing dedicated customer success managers to help with the onboarding of customers and train them with the products. The job, however, often becomes problematic when each customer manager has to assist many of the customers per day.

With the customer training program online, the customer success manager will only be required to help those who need the extra layer. Only when a customer finds certain factors confusing or not finding the answers in the training program will the customer-facing employee be required to engage.

The process automatically frees the customer service employees to tackle more pressing issues than troubleshooting mundane problems. This enables better scaling of the program or service while facilitating the education.

2. The Same Level of Learning for Every Customer

All customers want to feel special. Without a customer training program, the chances are one consumer can get through training while the other just the basics. This can result in having dissatisfied customers. There is no chance of a lack of consistency across the customer training with a customer training program.

This hence ensures each customer has a similar onboarding experience. The opportunity to access the same material and similarly navigate the product. It allows the consumer to feel confident that everyone gets the same information from the company.

3. Increase Cost-Efficiency

Often the job of customer service employees is tedious with answering the same old questions of the customers. This often results in employee churning; thus you have to hire and train the new ones. The training cost is quite expensive for the companies.

Additionally, if you are one of those who offers 24/7 customer service, you have to hire people round the clock, which is once again expensive. With a customer training program, you can cut through all these by reducing the churning, hiring people for shorter periods while ensuring your customers get a valuable and satisfying experience. Overall you reduce your overall expense to keep the customers satisfied.

4. Increasing Customer Trust

Customers want to be taken seriously, and they want to solve the problem by themselves instead of running to the company all the time. When you educate them, this builds the customer’s confidence; in return, they start trusting your company more.

So, if you are afraid that by educating your customer, they will choose your competitor, you are wrong. Your customer-centric attitude will help in creating the loyalty that you seek from your customers.

5. Product Development Made Easy

With a customer training program, you get constant feedback from the users. You can use these as actionable data to develop your product or service better. So, when you develop a product that connects with your customer, you will find a natural marketing ally of your product. They will advocate your brand, and customer recommendations work wonders for any business.

Final Thoughts.

Customer education programs offer a host of benefits while helping you to develop a community of loyal customers who will help you increase your ROI. So, if you haven’t started your customer education program yet, consider developing one now. Visit the best customer training platform to learn more.

Blog Customer Onboarding

Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers

Post author By CXcherry Marketing
Post date February 8, 2022
No Comments on Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers

Do You Want to Know the Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers?

Selling your client’s software isn’t enough to ensure their success, especially if they opt for a free trial first. To successfully onboard people in the future, you must ensure that they understand and use your product appropriately. This customer training strategy can help. The success of your client is your success.

The global value of the SaaS business is expected to reach $110 billion in 2020, with a 14.5 percent annual growth rate. By 2022, it is predicted to have grown to $143 billion.

To get you started, we’ll go through 10 strategies for improving customer onboarding program and providing maximum value and delight to your customers. SaaS onboarding best practices, on the other hand, are never too late to implement, and we encourage you to do so as soon as possible.

Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers.

1. Keep In Touch.

When learning to utilize new software or services, everyone will run into some snags or challenges. Follow up with your clients regularly to see how things are doing and if they require any assistance.

This will assist you in creating a trust while also demonstrating that you are a trustworthy service provider. You can schedule regular phone/Skype talks, online meetings, or outdoor gatherings to discuss any difficulties they may have.

2. Instruct Them.

As a service/software provider in your sector, you should be up to date on all current trends, news, and subjects. To improve your clients’ user experience, educate them on industry news, tips, and methods.

This can be accomplished through online schools, articles, and webinars. Share any fresh, relevant articles you write with them and invite them to webinars where you may inform/educate them and address their concerns.

3. Provide Access to a Wide Range of People.

Providing multiple access levels to different team members is a terrific method to get your client’s team acquainted with all of your software/capabilities. Service allows certain persons to receive invitations to explore different portions of the product.

4. Let Others Know About Your Success.

Providing evidence of previous satisfied and successful clients is a very effective technique. It quickly builds trust in your firm and demonstrates to your client that you know what you’re doing. Create excellent instructional case studies based on previous projects, describing the challenge and how you assisted in finding a solution.

5. Produce User Guides.

You can develop a detailed guide or merely an article, depending on the complexity of your software’s usage, to help new users understand the fundamentals of using your product. Your material could be a Q&A paragraph in which you ask the primary questions and then respond.

Screenshots are nearly always helpful in these instances, so don’t forget to provide them. You can send the user manual to their email address or post it on your website for them to read or download.

6. A Quick Tour of the Product.

Be a fantastic tour guide for your newly registered customer. While emphasizing the features and concrete benefits of your product, emphasize the problem it strives to answer as well as the larger vision of what you’re trying to achieve. It’s one thing to pique interest; it’s another to keep it alive.

Unfortunately, most products lose a large percentage of their first-time consumers after the sign-up procedure. While the reasons for churn may differ, a comprehensive onboarding architecture should generate interesting content to entice users to return to the platform. Make sure they realize the value your product can add to their business or service.

7. Improve Feedback & Communication.

It’s possible that some of your software’s features will irritate your clients or that they will want them to work differently. For this reason, encourage client feedback and idea generation.

Your clients are the ones that use your software/app/service daily, and if they have any suggestions for improving it, you should take advantage of them. Discuss their ideas and proposals in-depth to understand better what they want and how to accomplish it.

Never toss out ideas that aren’t feasible. Even if your client requests something unattainable, take the time to explain why and offer alternatives.

This will increase your client’s trust in you, extend their lifetime value, and demonstrate that you are a caring and responsible vendor. When your client’s happiness grows, your chances of a successful onboarding increase.

8. Instead of Selling Features, Sell Results.

It’s critical to consider your app/service from your clients’ perspective once you’ve outlined all of the features to them. After all, knowing all of the features and how they work is excellent, but your clients’ want is for you to succeed.

Knowing and comprehending features does not guarantee that they will achieve their objectives. To optimize the value you provide as a vendor, you must demonstrate and guide your client to success using your service’s capabilities. Your consumers must believe that they would be able to achieve success by using your program, which is why they should continue with you.

9. Indicate Conversions in the Early Stages.

If your clients have begun to utilize your service and are still in the free trial period, they are technically ready to convert. Why not focus on a faster conversion now that your service has piqued their interest enough to sign up for a free trial? You don’t have to wait until the end of the 30-day trial period to convert your consumers.

You have a few days to make a good impression. Clients are generally open to new ideas, discussions, and learning over the first few days. They want to know what your service has to offer, what features it has, and what techniques and tips they can use to attain their objectives faster.

10. Keep Your Tactics Up-to-Date.

Even if you’ve devised the ideal onboarding plan, it’s critical to keep the process going. With each new consumer, you have the opportunity to learn something new, something you didn’t know or hadn’t considered previously.

Concentrate on the facts and come up with fresh approaches to improve the process regularly. This will aid in ongoing innovation and increase client happiness and allow you to stand out from the competition. Develop a reputation as a SaaS company that cares about and listens to its customers. Also developing customer service training programs can help.

We hope that this list of top 10 best practices every SaaS company must follow to onboard customers help you.

Conclusion.

Design out-of-the-box customer onboarding tactics to impress your new user at every touchpoint, in addition to the broad criteria outlined above. Your onboarding techniques should not only teach users how to use your SaaS product, but they should also emphasize the numerous ways in which they can make their lives easier by continuing to use it.

Tags customer onboarding