Customer training is necessary for organizations in the B2B arena. Holding learning sessions
increases customer loyalty and retention. It also leads to enhanced brand awareness among your
buyers. When your customers understand your products, there is a minimal need for service calls.
Again, customer training leads to multiplied adoption and upsells. It allows you to advertise
the rest of your products. And you must already know that acquiring a new customer is far more
expensive than retaining an existing one. So, training comes in handy here as well.
PlayAblo is a tier-1 platform for customer training. It allows organizations to add value to
their products by increasing the current knowledge among buyers. Moreover, when you ask your
customers to attend training sessions, they have a fulfilling experience, leading to a
healthier, lasting, and enriching relationship.
The client experience and your business benefit greatly from a solid customer training program. The following are just a few ways that customer training might help your company:
Practical customer training will increase revenue, whether directly or indirectly.
Acquiring
a
new client can cost 5 to 25 times more than it does to retain an existing one.
When done correctly, the real value that client training offers can increase consumers'
loyalty
and improve their experience. This translates into higher revenue because satisfied
customers
are more likely to choose your products again or extend their contract.
Similarly, you may package and give clients instructions, which can open up new revenue
streams
for you.
If someone understands the usage and how it benefits them, they are more inclined to use
and
value the product. A customer training program makes it easier for your customers to
quickly
become familiar with your company's advantages and disadvantages.
Customers are far more likely to become fans and, maybe, internal proponents for your
offerings
as they become more familiar with your brand through mentoring and on-the-job
utilization.
Doing
this may encourage customers to use your goods and services and turn them into
necessities
rather than nice-to-haves.
Any salesperson or financial analyst will tell you that you must be able to demonstrate
the
value your solutions contribute to your customer anytime you ask for an upsell or a
renewal.
If
you can't, neither a renegotiation nor an upsell or cross-sell will result in the buyer
paying
more money.
Customer training ensures that your customers are encouraged to gain significant
benefits in
their company after utilizing your goods by guiding individuals and involving them from
the
start.
It will be easier for your sales department to argue why an extension is a smart move
and
why
the customer might gain from more items once that effect has been established.
More customers who can articulate the benefits of your goods and services will likely go
on
to
represent your company as brand superstars both internally and externally to a larger
audience.
Once customers start endorsing a product or service, they develop into fantastic
marketing
and
sales assets that can connect you with credible sources for research papers, event
speakers,
and
sales citations.
Without customer training, a member of your account or sales teams will be required to
respond
to any questions that arise during the pre-sale, onboarding, or ongoing use of your
service
or
product. The volume of calls, tickets, conversations, and emails that come in as your
organization expands can end up overwhelming and consuming a lot of your time and
resources.
Customer service training makes this simpler
by allowing you to address frequent issues
and
inquiries in one location. When a customer faces a problem, they don't need to ask your
team
for
help; they can figure out the solutions independently.
Of course, customer education shouldn't be limited to benefiting your company. The goal
is
to
create programs that empower your customers and benefit the business. Because of this,
it's
critical to understand why and what benefits your customers might expect from customer
instruction.
Learning to use a new product on the market can take time and effort. Customers want
their
onboarding process to go as quickly as possible so they may begin contributing to the
organization as soon as possible.
Onboarding programs that are well-planned make it easier for new clients to get up to
speed
quickly and can be expanded so that you can offer these benefits to all new
transactions.
Customers will have gambled on your offer to cover the cost. They've presented it to
their
managers and possibly even the top executives, and now they must stand by the claims
they
make.
Coaching your clients facilitates their early success and highlights the importance of a
new
endeavor. It is a fantastic technique to make clients happy and help you establish a
strong
bond
with their business.
Now that we know how crucial customer training is let's discuss how to develop your
strategy.
To create a successful customer training plan, you need to know what your consumers
desire.
Your
goal must be to develop a comprehensive understanding of how your customers now learn
about
your
goods, how they ask questions and get help, and the kind of information they prefer.
After that, you may create a training program for your clients to have the most
significant
impact when they need it.
Here are some crucial actions to take to do this:
Identifying the areas where customer training is most crucial is the first step. To
assist
in
bringing together your sales, accounting, customer service, and support staff to
determine
how,
when, and where they often engage with customers.
Onboarding, technical assistance, help desk support, strategic advice, and billing
assistance
are a few instances of critical touch points.
After establishing these points of contact, work with stakeholders to map out all
significant
business challenges and data needs for each process mentioned above.
During this activity, you can converse back and forth with your clients. Ask them what
kind
of
information and direction would be helpful. Ensure that people have access to ask
inquiries
in
open forums. Look at the number of visitors to your website, usage statistics for your
products,
and built-in search phrases to determine the kind of information people seek.
You can use the information above to determine the type of customer training materials
to
create
and how to deliver them.
When you have a better grasp of your customer's questions, you can start considering the best platform for delivering each type of information. The optimal onboarding technique, for instance, would be a series of online videos accessible through an Learning Management System. For continuous help, a forum or knowledge base would be the best option. To determine which portals and multimedia components receive the most attention, consider creating many iterations of the same learning resources and evaluating them.
Whatever materials and technologies you choose, your customer training session should
incorporate a combination. Everybody learns and comprehends things a little bit
differently.
While some customers prefer learning at their own pace, others prefer a regulated
environment.
Your customer training program should make an effort to accommodate each of these
learning
styles.
Concentrate on providing a mix of hands-on, live, and self-directed learning. For formal
education, you should use live webcasts and group discussions; for self-directed
learning,
you
can use on-demand multimedia sequences, slide decks, and questions.
Combine on-demand, self-paced, and micro-learning to offer what works best for
your
clients.
If a consumer training plan lacks clear success metrics, it cannot be considered
complete.
All
new educational projects should follow these, which must be established during the
program's
design phase.
Select one to three KPIs to use in measuring the effectiveness of your customer training
campaign. Time-to-value, learning engagement, customer retention, the number of
additional
support inquiries, customer experience, registration rates, and continuous customer
expenditure
are a few examples.
Utilize learning data analysis tools to make sure you can monitor and report on the
outcomes
of
your consumer curricula. To determine whether your customer training impacts, keep an
eye on
how
these KPIs evolve.
PlayAblo integrates easily into your existing landscape of internal systems. We also support Single Sign-On making the integration extremely easy and fast.
Rapid implementation (Cloud-based SaaS solution)
PlayAblo is a Cloud-based SaaS solution that ensures rapid implementation, lower operating costs, increased scalability, and easy integration. New releases and upgrades are straightforward to propagate.
Access PlayAblo’s learning content from any device, including desktops, smartphones, tablets and iPads. The training modules are optimized to fit most screen sizes.
Built for Micro-learning, PlayAblo allows learners the option to learn at their own pace and place. Progress as much as you can and continue from where you left off, whenever you can!
PlayAblo is a Cloud-based SaaS solution that ensures rapid implementation, lower operating costs, increased scalability, and easy integration. New releases and upgrades are straightforward to propagate.
Access PlayAblo’s learning content from any device, including desktops, smartphones, tablets and iPads. The training modules are optimized to fit most screen sizes.
The integrated LMS and CMS feature enable corporates to manage learners, keep track of their progress and performance, and create + distribute new learning materials -- all from one platform!
LIVE Classes are integral to the Blended Learning approach. PlayAblo comes pre-integrated with G-Meet, lending a real-time replication of the traditional classroom experience. Need another LIVE platform integrated? Just ask!
PlayAblo’s xAPI compliant platform lets you add eLearning content that is inherently responsive for all devices and allows data collection about the wide range of experiences of your learners within your training.
PlayAblo’s dashboards give a real-time view of your learners’ progress regarding aggregated usage, progress, and performance view.
PlayAblo lets learners search for non-mandatory courses and subscribe to additional programs per their job needs without any external intervention.
Depending upon learner’s role and department, specific courses are mandatory or needed for compliance. You can set up courses for Auto subscriptions based upon rules, including recurring subscription for compliance.
PlayAblo’s dashboards give a real-time view of your learners’ progress regarding aggregated usage, progress, and performance view.