Category: Blog

How to Effectively Measure the ROI of Customer Onboarding?

Post author By Vinay Londhe
Post date June 21, 2021
No Comments on How to Effectively Measure the ROI of Customer Onboarding?

How to Measure the ROI of Customer Onboarding! [#6 Simple Methods + Formula]

In this blog, you will learn to calculate customer success ROI and the importance of the right customer onboarding strategy for your organization. Also how you can avoid the common mistakes that most Saas-based companies are making while delivering customer onboarding strategies.

Moreover, you will learn about the: 6 simple methods used to measure the ROI of your customer onboarding program. So, sit tight and sip in some caffeine because this blog is your tool to deliver & enhance customer retention in aspects of your Returns On Investment (ROI).

Also, you can download this free guide to keep it handy for later touchpoint discussion & calculate ROI with your team.

Let’s Know How to Effectively Measure the ROI of Customer Onboarding?

Use the table of contents to navigate the guide.

Customer Onboarding.
Importance of Customer Onboarding In Current Marketplace.
How Crucial Is It To Invest In The Right Onboarding Method?
Top 6 Simple Methods To Measure ROI for Customer Onboarding Program.
Conclusion.

1. Customer Onboarding.

Customer Onboarding is like a bridge between your organization’s efforts towards customer satisfaction and the degree of realization your customers have towards your efforts.

So, the easier to grasp and flexible in choice design your onboarding program delivers, the less customer churn will be there. Because in customer’s perception, your onboarding program has to be like a takeaway learning experience.

Customer’s Onboarding Expectation

Communicative & Easily Accessible Platform
Dedicated Assistance Available
Educative & Learning Environment
Content Relevant to Specific Goals
Seamless After-Purchase Experience
Mobile-friendly Platform

Saas-based company realizing the imperative need of the hour being customer-centric initiatives are now deviating the overall business focus points.

Because customers are evolving in their choices of product experience – no matter how lubricative any business marketing strategy is – customer satisfaction will always be a unicorn story.

On the contrary, bringing customer experience as the focal point for your business strategy is the advanced ground you need. All you need is the grounds!

2. Importance of Customer Onboarding in Current Marketplace.

Now, your grounds here mean in the context of the customer’s perception. There was a time when combative stance amongst the competition in any Industry use to drive great Returns on Investment (ROI). But, gone are those days! There’s no shark left in the tank no more.

“Customer’s are the King” So, your grounds are the way you strategize your customer onboarding program. Establishing S.M.A.R.T Goals allows you to monitor, scale, and reshape your onboarding program according to customer’s progress.

S: Specific

M: Measurable

A: Attainable

R: Relevant

T: Timely

Because the moment your organization gets the contextual basis of customer experience itself from their awareness stage to becoming your brand’s advocate, your decisions will always remain inclusive to them.

3. How Crucial is It to Invest In “Right Customer Onboarding”?

Investing in the right customer onboarding is a crucial task. How would you track the onboarding program is going the right way?

40 to 60% of users signing up for a free trial will use your services once. Few like 2.7% stick around after 30 days.

Customer Onboarding, when deliver right becomes a transparency web that allows your customer to crawl & explore their choices of experience freely.

But as it becomes a customer-oriented experience, it comes down on your shoulder that: Is your Customer Onboarding making these Common Mistakes too?

Common Customer Onboarding Mistakes that Most SaaS Organizations Make

Too many things yelling for Customer’s Attention
Thinking most customers need the same thing
Designing an Onboarding Program that makes Customers work hard for their “First Win!”
Overloading Content without allowing personalized segments

Now, once your L&D and Customer Sucess Team pen down the onboarding strategy avoiding such mistakes, it’s time to focus on your response touchpoints.

You might have observed the customer success industry is taking the pace – various methods of “how to measure customer onboarding results” became the talk of the town.

And why not it is imperative to scale your efforts invested in the onboarding program, moreover in terms of Return on Investment (ROI).

Let’s be crystal clear beforehand there’s no ‘exact method’ to precisely scale your ROI for onboarding programs. But, there are key metrics that will narrow down your efforts & will allow your organization in the right direction & foster it.

4. Top 5 Simple Methods to Measure ROI for Customer Onboarding Program

1. Calculate Net Promoter Score {NPS}

Net Promoter Score is the imperative method to measure customer experience. In simple terms, it is the sentimental measure of a customer’s satisfaction benchmark with your brand.

Employ survey to the customers acknowledging their perspective on a scale of 0-10. Score 0-6 are critics, score 7-8 are idle or inactive, and 9-10 are your brand promoters.

Critics: Customers who have responded between score 0-6

Idle: Customers who have responded between score 7-8

Promoters: Customers who have responded between 9-10

These scaling measures determine the range of responses for your onboarding program.

Net Promoter Score (NPS): Percentage (%) of Promoters – Percentage (%) of Critics

Customer Journey Analytics

Your customer’s overall journey can be analyzed by employing milestones to each progressing stage of the customer. But for that, you have to create a customer journey map.

A customer journey map is a visual representation of what exactly your customer expects as an experience from your product & how are they going to achieve their goal.

It not only reduces customer’s churn rate but also benefits you to quantify the loopholes & reshape that part of the onboarding module according to the relevant customer needs.

2. Measure Customer Satisfaction Scores (CSAT)

Customer Satisfaction is the most straightforward method to measure your customer experience. Your ROI depending upon the customer’s post-purchase experience can be abstracted from this survey.

Just deliver the survey emphasizing in “How satisfied were you while using our products & services?” And provide them with a survey scale.

If Customer Satisfaction (CSAT) is low, then improve by focusing on the feedback touchpoints.
CSAT doesn’t necessarily prove brand loyalty but it can measure the contrast of customer’s experience.

3. Customer Lifetime Value (CLV)

Customer Lifetime Value is the money that a single customer spends for their experience with your product. It is calculated by multiplying the average customer’s lifespan by the customer value.

Customer Lifetime Value: Average Customer Lifespan x Customer Value

Here, the customer’s value is their choice worth. Analyzing the alternatives available and customers’ received value from your product determines how much value they are getting from your organization.

4. Customer Churn Rate

Customer churn with any product use is inevitable. But to reduce the churn rate, you can use this analysis to rectify the loopholes and enhance the customer’s experience to build a cyclic subscription arrangement.

This allows you to gain high recurring revenue & upsells. To know customer churn rate, it is a simple percentage of customers who canceled the subscription in the given time to those to renewed or continued with your organization.

5. Cost Spent on Support

The average cost spent on training the support teams & resolving the escalated customer issues determines where your onboarding program improvement is needed.

Conclusion:

Creating an inclusive environment for customers is imperative for any organization’s marketing strategy in the current marketplace. Your overall ROI is the result of the customer’s experience. So how you plan your crucial customer onboarding strategy will determine how satisfied customers are with your product experience.

Focusing on these key metrics will allow your onboarding strategy to get the crux of the matter, and then you can deploy an automated management system & support to improve the customer experience.

And, remember these measures are touchpoints to your efforts, so keep improving, and keep learning your customers.

Tags ROI of Customer Onboarding

Blog Customer Training

5 Productive Ways to Leverage on Customer Training LMS

Post author By Ivy Lobo
Post date June 14, 2021
No Comments on 5 Productive Ways to Leverage on Customer Training LMS

5 Ways to Leverage on Customer Training LMS

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.

Blog Customer Onboarding

A Quick Guide to Successful Customer Onboarding

Post author By Amol Shinde
Post date June 10, 2021
No Comments on A Quick Guide to Successful Customer Onboarding

In this blog, you will learn how to retain and delight customers by creating a successful customer onboarding program for your organization and also about a quick guide to successful customer onboarding.

Also, the factors about how crucial onboarding strategy is to your goals & customer overall experience.

Have a Look at Some Customer Training Best Practices in Brief

Use the table of content to navigate the guide.

What Is Customer Onboarding?
How To Create A Successful Customer Onboarding Strategy?
Importance Of Customer Onboarding Process.
Successful Customer Onboarding Examples.
Effective Use Of Technology In Customer Onboarding.
7 Best Practices to Successful Customer Onboarding.
Measure the Impact of your Customer Onboarding Training.

Tip 1: What is Customer Onboarding?

Customer Onboarding is creating an intuitive space to enhance your post-purchase customers’ experience & support their aligned goals for your product use.

Your customers are clueless about the extensive use of your product. They might be addressing minor issues via random YouTube product demonstration videos or raising queries to your customer support team.

And even after such aids are there, they still churn it out to tackling major issues.

In short, customer’s situation is like they are already trekking hill while using the basic features, and the marketing team is wondering why products’ advanced features are less in use.

Customer Onboarding Tactics

Allow User-friendly Progress
Employ Content Value
Design Specific Goals (Customer-Centric)
Acknowledge Desired Team

Customer boarding is the anchor to hold (retain) your ship (existing & new customers) to the port (product-use) until that ship propels in the direction of the wind (customer expectations), then bon voyage!

Tip 2: Importance of Customer Onboarding Process

There was a time when buying any product if people face complexities or trouble to grip the guidebook instructions, they’d figure it out by their little tricks & twists.

Because people had time and patience back then compared to our modern generation, time is a limited window & choices are available excessively! In such a condition, expecting customers to know your product’s value is demanding.

To understand why your organization needs a customer onboarding program, here are a few stats and reports that addressed this major buyer’s persona shift.

Why Your Organization needs Customer Onboarding?

Getting new customers is 5 to 25 times more expensive than retaining the existing ones. (Invespcro)
Customers with a high engagement rate buy 90% more frequently. (GrooveHQ)
Your website is likely to have 74% more revisits if your platform is user-friendly. (Think with Google)
66% of adults think valuing their time is vital that a company can offer as a customer experience. (Forrester)
Organizations with an initiative to improve their customer experience see employee engagement increase by 20% on average. (McKinsey & Company)

Tip 3: Create a Successful Customer Onboarding Strategy.

Positive Customer-Onboarding confirms that your customer is likely to be a loyal one. There are major two setbacks that increase churns of the customers:

If they don’t find a higher scope of product use.
If they don’t see any value.

In both cases, customers are likely to drive over to competitions. To minimize churn of customer experience and provide value according to their expectations.

You need onboarding training to improve customer onboarding that’s transparent & responsive. Moreover, a strategy that focuses – set, create, manage, employ, measure, and respond your training program according to customer needs.

How To Create an Onboarding Strategy that Retains & Delight More Customers?

1. Set Your Goals.

Firstly, setting smart goals for your customer onboarding will allow you some working space where you can easily monitor individual customers’ progress & provide specific value to their needs from content.

Secondly, the learning space evolves dramatically in terms of customer experience & employee ease.

2. Points To Remember While Setting Your Goals.

Your platform must communicate & collaborate with customers.
Include user-friendly training tools.
Address to diverse but be content-specific.
Your program is to simplify the customer experience.
Employ technology for intuitiveness.

Keep these points in your sticky notes while your L&D team and the project manager are setting onboarding program goals.

3. Gather Your Team.

Saas (software as a service) must employ a customer success manager (CSM) who bridges the gap between the sales and support teams.

In contrast to this gap, CSM doesn’t necessarily get into the depth of day-to-day product usage but instead optimizes towards the customer goal attainment by focusing on strategic conversation.

More customer-centric team, more frictionless the onboarding program will run. Moreover, having a CSM along with a project manager will allow your onboarding strategy to drift smoothly even if your program needs changes during the initial stages.

You might be steering responsibilities yourself as well, making sure the flow is maintained. You can address such matter into Subject Matter Expert (SME) like your product selling champ.

4. Time for Whiteboard Strategy.

Align Instructional designers with project managers and SMEs to sketch a customer onboarding journey. From the sign-up stage to the learning progress, segment stages into milestones.

It becomes easy to deploy valuable resources & tools while each customer’s progress to their set of milestones, and you can update their progress consistently.

5. Preparing Your Content.

Once done with the strategy, it is time to designate a content designer (graphics designer preferable).

Convert your learning course into graphics (quizzes, challenges, and other content authoring tools).

6. Right LMS Is A Must.

Invest in the right LMS that can upload & support your e-learning courses. Your e-learning courses might contain content in different mediums like video, image, and text.

So, better invest in LMS that integrates with your learning content.

7. Ready For Testing?

Your testing is your way to validate the efforts you have implied in your onboarding program. Use your beta testers such as top customers or create a community and aware of your new training program. Aware customers are likely to engage as it beeps their mind that it is a known ground.

8. Launch It Live.

Bon Voyage! Use your awareness of pre-launch before making your onboarding program live. Bring a seamless onboarding experience amidst existing ones and acquire feedback from trusted users.

Tip 4: Few Examples of Successful Customer Onboarding

Until now, it’s crystal clear that if you don’t steer your onboarding training consistently, it can flow in any direction. So let’s understand through few successful customer onboarding best practices examples:

1. Canva

Canva provides users a freemium feel for designing & sharing where ever they want. Canva is known for its user-friendly dashboard & personalized brand kit. It offers a library of 2 Million photos, images, icons, and different templates.

2. Duolingo

Duolingo allows every new customer to get aware of their platform through their animated walk-through. They even introduced step-by-step guidance for new users to avoid fussy initially.

3. DropBox

DropBox has an intuitive-based welcoming tool where a set of questions are there for new users to understand & plan their personalization according. It also helps them create a more user-friendly & adaptable platform.

Tip 5: Effective Use of Technology for Customer Onboarding.

Before your customer success manager or team, your customer expects ready-to-assist onboarding support available to them.

It is your time to put technology to work! Deploy multi-channel automated support (AI chatbots and supports suits)

Tip 6: 7 Best Practices to Customer Onboarding

1. Read Your Customer’s Mind

Avoid analyzing through scalable metrics! First, address their behavior, situations, challenges, and personal goals. Customers have to feel successful with their product use.

Over-analysis demands customer participation to provide data that increase customer churn. Be gentle in understanding their needs & set your future strategies accordingly.

2. Show A Clear Picture Of What They Get.

Don’t over-deliver your product value. Customer’s expectations must set as a strategically planned picture. When customers are aware of their end goal with your product, they stay calm witnessing the daily progress & even rely on the advanced features to pace up.

3. Provide Value.

Design your content according to what requires on the customer’s dish. Each customer is having a different outlook of your product. Providing solutions through specifically generated content is valuable.

4. Set Customer-Friendly Goals.

Your Customer Onboarding Strategies must align with progressing customers. Data imports help create an adaptable program ready to re-create, edit and provide customer-centric goals a free hand.

5. Communication Is Your Modern Key.

Use training tools, user-friendly KPI dashboards, and email communication templates to help reduce customer’s churn during onboarding and enable direct communication with your customer
success manager.

6. Fix Setbacks Instantly.

During the initial stage of customer onboarding, there might be various setbacks in communication, the learning process, and even a basic understanding of product use. Train your dedicated support team ready to improvise & enable their system intuitive technology so that they address the issue beforehand.

7. Measure Metrics.

Your saas onboarding best practices is the key benefit to your business goals too. Identify pain points and KPI’s through tracking metrics:

Customer Lifetime Value (LTV)
Churn Rate
Net Promoter Score (NPS)
Customer Engagement Rate (CER)

Tip 7: Measure the Impact of Customer Onboarding training!

The moment you exercise these customer training best practices in your onboarding program, you will realize how crucial it gets to measure the impact of detailing you mapped to improve your customer experience.

In the initial stage, in the context of two crucial milestones to measure:

The moment the new customer signs up for your product.
And the moment they attain their first success with your product.

This analysis will help your onboarding training program to boost customers’ retention rate. And through a time-to-time update on customer engagement levels.

Conclusion:

Onboarding is a success when you employ customer-centric tools & a seamless onboarding experience for customers.

Friction is likely to happen in every training program. Setbacks are a predictable reality, but re-creating through proper customer-involved strategy will evolve your whole business module.

To address your SMART training goals and help create an intuitive program, we act as a tool to hammer & shape your business strategies. Employ the pioneering in learning technology to retain & delight your customers now.

Blog Customer Training

How to Engage & Retain Customers with Effective Customer Training Program?

Post author By Vinay Londhe
Post date June 10, 2021
No Comments on How to Engage & Retain Customers with Effective Customer Training Program?

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.

Blog Customer Enablement

Why Customer Training is Key to Successful Customer Enablement?

Post author By CXcherry Marketing
Post date May 8, 2021
No Comments on Why Customer Training is Key to Successful Customer Enablement?

Before going deep into this blog “Why Customer Training is Key to Successful Customer Enablement?”, let’s have a brief knowledge about Customer Training.

If your organization is a fast-growing SaaS, PaaS, or ISV product company or an established global enterprise and planning to achieve more than 2X growth in coming years, then understanding the essentials of customer training is one of the key considerations for you. If you’re in charge of customer training, customer success, or customer enablement training within your organization you’ve come to the right place. We have summed up the key essentials for you which you should consider before you begin to strategize your Customer Training program.

What is Customer Training?

Customer Training (also referred to as Customer Education) is a well-structured training program designed keeping in mind your new or existing customers in view. A successful customer training program is an amalgamation of various types of content (videos, eLearning, Pdf, Ppt, HTML, Webinar) delivered in a very pragmatic way via self-paced mode or in-person or virtual mode. For most visionary companies this is one of the most important steps to boost their positioning from customer satisfaction to customer delight.

Who Must Think of Customer Training as a Priority?

Any company which is customer-focused and believes in the “Customer Delight” philosophy must think of customer training as one of their key arsenals to be top in the lot. It is a well-rooted myth amongst the young start-ups’ or even with some of the established enterprises that customer training can be thought only once a specific growth is achieved. Contrary to that if you pick up any good start-up which has grown exponentially, you will find “Customer Education” was one of the key differentiators for them distinguishing them from the competition.

So, if you are a fast-growing SaaS, PaaS, ISV product company, or an established enterprise you must be considering customer training as the essential enabler to increase your product adoption and increase customer retention.

Some of the regular use cases which should act as a trigger for you to think of investing in customer education are:

SaaS companies with complex modules or features.
PaaS companies with multiple workflows.
Products with complex workflows and customized processes.
Complex value SaaS companies.
High value or costly products where the user needs to train before start using the product.
Products that are highly agile and frequently release new features.
Companies focused on customer centricity and want to reduce support ticket volume.

Why Customer Training?

The chances of trained customers becoming advocates of your product are always higher than a non-trained customer. So having the right customer training process makes all the difference. Customer training if done correctly helps to improve customer retention leading to positive business outcomes. With a diversified userbase for your product, it becomes extremely important to address your customer’s pain points related to the usage of your product in the quickest and most efficient manner. And have a well-defined customer education strategy is the key to success to strengthen your brand loyalty.

Key Benefits of Customer Training

Customer Training if done correctly and with the right approach can do wonders for your company.

Benefits of Customer Enablement Training

Key benefits of customer training are:

1. Onboard Customer with Excitement.

Initial customer onboarding drives further customer success. Take away the hurdles from your customer journey in the first go.

2. Enhance Product Adoption.

Customized training path created suiting to the needs of your customer reduces the initial hick-ups in understanding your product and boosts user confidence in your product leading to a better adoption.

3. Increase Revenue & Reduce Customer Success Cost.

If customer training is done correctly it helps to reduce the overall training cost by almost 80% and increases the chances of customer retention drastically.

4. Gain Business Insights with Specific Analytics & Data.

Customer training can provide some amazing business analytics that can help you to identify which features your customers are liking and which they are finding difficulty in understanding. This data can be further be consumed by the product team, a customer success team, support team to work on.

5. Reduce Dependency on Your Support Team Or Customer Success Team.

As the customer gets access to any time training, they can go through each section, again and again, reducing their dependency on your team.

6. Reduction in Customer Support Queries.

Statistics indicate that a well-executed customer education program can reduce the customer support queries by almost more than 35% allowing you to free your bandwidth to support more customers with the same bandwidth.

Customer Training Best Practices

By now you must have understood the how and why of the customer training program. Here are some best practices you can consider while implementing your customer training program:

1. Find Your “Why”?

Try to answer your “Why”. Why do you need to do customer training? The best way to initiate this process is to speak cross-department, try and understand what challenges your customer is sharing with your CS team, sales team, support team. What can make your customer’s life easy?

2. Set Smart Goals.

Once your Why is set, try to set SMART goals. This will ensure setting up the right expectations with each stakeholder and ensure that your training program is on track always

3. Define Your Content Strategy.

For any program to be successful, having the right content strategy in place is very important. Decide on what type of content your customer is looking for. Once it is fixed decide on the formats in which this content should be made available. Some of the commonly used formats are videos, Pdf, Ppt, HTML, SCORM, recorded webinars, etc. You can also adopt for virtual training strategy using VILT modes.

4. Choose the Right Technology.

Chose the right technology to partner with to deliver these training programs. There are many purposes to build SaaS-based customer training software that will allow you to keep your cost low in the initial phase.

5. Run A Pilot (MVP).

Once everything is set, run a small pilot with few chosen customers, seek feedback from key stakeholders and make the necessary amendments (if required) and plan a big rollout. Make sure you make a good communication plan in collaboration with your marketing team to announce this to your customer. Surprise your customers with an amazing customer training program

6. Track & Measure the Effectiveness.

Once rolled out customer education must be a regular process. Keep tracking and measuring the effectiveness of each program for each customer and keep improving every day. The agile approach will help to achieve supreme customer delight over a period.

Examples of Customer Training

Some of the great examples of customer training are

Salesforce Academy.
Pega.
HubSpot.
UI Path.
ServiceNow.
Automation Anywhere.
Blue prism.
Freshdesk.
Antworks.
Zoho.

Conclusion:

Providing a delightful customer training experience is one of the important steps in delivering an unmatched customer experience. This simple yet powerful initiative can add great value for your customers and ensures that you build lifelong advocates for your product. One happy customer leads to ten new leads and ultimately opportunities for upselling and cross-selling. Your customers will surely appreciate your customer-centricity and enjoy the journey with you.

We at CXchery breathe in, breathe out this daily with our hundreds of customers and we will be happy to extend our passport to aspiring organizations to help them to set up this initiative collaboratively. Don’t hesitate to write back in case if you are looking for some additional information, template guides to set up this initiative. Happy Customer Training!!!!

Blog Training Strategies

Importance of Building an Effective Customer Training Strategy

Post author By Ivy Lobo
Post date May 5, 2021
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Let’s Know About the Importance of Building an Effective Customer Training Strategy.

Customer training strategy in many L&D departments of major companies is a projection of a content asset. Therefore, customers are either cognitively overwhelmed or are unable to find their desired value through provided content.

Establishing the right customer training strategy evolves customer digital learning experience and delivers value according to their expectations, hence, long-term customers.

Avoid addressing individual customer digital learning expectations, a wide range to cover. But instead, device your customer training strategy around these fundamental questions and organize.

Is delivering your content drawing any customer’s opinion?
Are you deploying Integrated Software for Technology leverage or Social Learning?
Are you investing in a personalized delivery platform fulfilling customers’ diverse needs?

Collaborating your intent of customer training strategy with such intensity of customer-centric solutions can impact your overall business strategies.

In this blog, you are taking away how the right customer training strategy can impact your business’s competitive edge. Also, this blog can be a useful future insight, so free to bookmark:

6 Actionable Steps to Implement the Right Customer Strategy.

What is a Customer Training Strategy?

Customer Training Strategy is what it sounds like, an evolved business e-learning strategy focussed on resolving customer’s complexities towards your brand. Essentially, educating customers as an idea was to draw brand awareness amongst customers.

Pharmaceuticals, Food, and Health-related Industries were some acquisition-based businesses in the market for ages. Now, evolving technology and digital platforms led SaaS and Tech-based Industries to adapt and become an educational delight for their customers.

E-learning space as employee training wrapped many benefits like enhanced performances, faster onboarding, and lower cost in the long-run employment.

Similarly, customer digital learning space featuring practices like Frequently Asked Questions (FAQs), User Forums, Self-Pace learning, and Real-time metrics are a gateway to a learning ambiance for customers.

Benefits of Employing Right Customer Training Strategy

Personal Branding to Customer Learning Environment.
Self-Paced Learning Establishes Clarity: Reduced Customer Support Tickets.
One Vendor – One Sales Contract – One Budget
Measure Impact through Detailed Reporting and Analysis.

How the Right Customer Training Strategy Impacts your Customer?

1. Mindful Customers: Your Brand Ambassadors.

Customers’ transaction with any brand isn’t limited to funds-based, it’s about the mind! Your learner-centric training strategy must resonate within customers’ knowledge.

Here, mindfulness is an attribute of customers’ awareness about your brand means customers shall know where they’re investing. Therefore, word-of-mouth advertising comes naturally.

Organizing personalized e-learning courses, self-directed learning, and monitoring progress reports creates an acquisition environment for customers. Customers learn, acquire skills, and retain such ambiance in their memory as experience. Hence, they become your brand ambassadors.

2. No Product Complexities: Satisfied Customer.

Every brand has this longing that their product gets utilized thoroughly by customers. Wherefore, competitive demonstrations of their products’ features, add-ons, and various benefits cloud the customer experience – Confused!

Introducing Micro-learning videos, Discussion Forums, and FAQs about new products before even the launch creates space for clarity for customers. Then, exercise the attained attention to resolve and embed benefits and extra features by Hosting Webinars and On-site Demonstrations.

This process fills in the gaps between the customer’s understanding and experience of your product, Satisfied Customer!

3. More Transparency: Customer Becomes Walking Podcast.

Shaping your customers’ e-learning course by curating generic content into a customer-specific is transparency. Your brand’s definition of transparency can lie in delivering multi-audience content.

But, your learning loop must be scaled and personalized to deliver the blended audience. Meaning, it should tackle any learning challenges and create a culture of learning within your organization.

Letting available learning resources without a streamline is like enabling customers’ thoughts without relevant grounds: Bless your customer support team!

True transparency and monitored learning culture create personal engagers.

4. Educating is Empowering: Loyal Customers.

Your organization is renowned in the marketing space, develops commerce by probing customers’ struggles, and delivers value to a diverse audience. The crux of the matter, your organization strategy up to the buyer’s journey is impactful.

But, is customers’ journey limited to buying and using stages of your product only? Think again!
Your customers need you after being bought by your business strategies.

Then comes your organizations’ real value. Educating customers empowers them to feel confident about their buying decision. Experientially, your e-learning environment allows them to add their perceived knowledge to use your product and even add on features, hence, loyal customers.

5. Engaging Customers: Upsells and Increased Revenue.

Providing e-learning courses and developing the right customer training strategy as an intent itself is bound to produce high customer engagements. Once customer engagements happen, you can identify and learn your customers’ behavior metric through LMS.

Learning Management System (LMS) as a tool can harness your customer training strategy by its automated performance insights and AI-driven data analytics. It is like a sophisticated absorption of your customer learning insights, allowing you to improve your growth metrics.

Employing LMS and providing recurring customer support upsells and increases the revenue of your brand naturally.

6 Steps to Implement a Right Customer Training Strategy

1. Set Your S.M.A.R.T Training Goal.

Your Customer Training Strategy needs to exercise and employ SMART goals.

Specific, Measurable, Attainable, Relevant, and Timely. While addressing a diverse range of customers, creating a familiar experience for each segment of customers is a specific goal.

You have managed specificity through flexible plugging of formal or social learning approach through extensions and native integration across your product. Hence, you have configured a multi-audience delivery platform by segmenting according to different customers’ needs.

Now, you can develop measuring metrics through a customers’ data-driven LMS employed by your L&D team. Positioning this measurable learning to the core of your organization will enhance your customer training strategy. And empower your organization to remain relevant to your customers timely.

2. Map a Diverse Delivery Platform.

Your organization’s capabilities to function relevant across the globe require a diverse delivery platform. Your SMART Goal is your need from customer training strategy. Do you need to nurture existing customers’ experiences? Are you proactively addressing diverse audiences while developing training programs? Or are you offering Continuing Education Courses and Social Certifications?

A Learning Management System allows you to map and trace your smart goal efficiently. An LMS offers you AI-driven data, which means intuitive absorption and analysis of customers’ learning progress to further lay out your future business strategies.

Employing such sophisticated and intuitive technology can help you cover both customer’s lifecycle, newly acquired audience, and existing customers needing education about upcoming features, updates, and upgrades of your product.

3. Identify Your Customer Needs and Deploy Relevance.

Your e-learning content should be as easy to read as a student’s cognitive capacity. Or simple terms, keep the content that even a 10-year-old kid can consume and process.

Your customer need not have to be caffeinated to absorb the basic features of your products. More naturally the learning experience, the more customers’ readability interest arises.

Also, be definite about your content that remains relevant to customer queries. Saas and Information Technology Industry products might target the actual engineers. But even a well-educated customer needs a moment of cognitive delight. So as a delight, Gamification options offering badges and progress stars create an enjoyable and engaging experience.

Keep such small measures like this in focus and identify your customer type before implementing a customer training strategy for your organization.

4. Communicate Gaps and Provide Reliable Support.

Engage dedicated customer support team, built-in surveys, real-time support, and web-based forums to communicate gaps and troubleshooting issues. Your support team is a reliable thread to your successful customer training program.

LMS can provide resources and insights integrated with support teams CRM, G-Suite, Google analytics, and various critical software. It gives your customer support team the earliest measure to resolve customers’ issues precisely.

5. Promotion Time: Employ Your Marketing Team.

Your Customer Training Strategy is productive but still missing the spot? The answer to this lies in promoting your prepared SMART Goals. Now, it is time to employ your marketing team to provide launch support through concise emails, field events, and organizing user conferences.

Nurture your marketing trainees as well through LMS integrated with their marketing automation systems. Consider paid advertisement and promotional events to address a wider audience.

6. Measure Your Impact.

Your e-learning ecosystem value is impacting or not, how to measure it? Knowzies Learning Impact enables you to measure the effectiveness of your customer training program. It provides you the kind of information and insights you need to make data-driven business decisions.

Also, it automatically alerts you when your customer training program is underperforming so that you can settle them before they even become a problem. Presto!

An LMS uses the sophisticated layers to acquire and measure your customer training strategy impact and provide you with insights, which is hands down a win-win situation for your business.

Conclusion:

We all agree to the fact that customers in modern days have become informative. Intuitiveness with the right customer training strategy is a leading factor for any customer’s best interest while fulfilling their endeavors.

Educating customers resonates with mindful users, benefits your brand’s perception in customer’s minds. Clarity brings transparency. Therefore, your brand is empowering customers enabling engagement and loyalty.

Every institution is there to educate, but only a few are holding the ace. It’s because learning is an environment. That’s why your customer training strategy must map smart goals which include diverse delivery platforms. Hence, identifying the specific needs of your customer comes into the picture.

These goals will emphasize your core business values to communicate like a dialogue with customers. Lastly, always remember to measure your profound impact and adapt accordingly. To create your personalized customer training strategy, reach out to us.

We are happy to add value! Visit CXcherry to learn more about us.