What Is Buyer Coaching? Enhance Buyer Onboarding With An LMS
What is customer training? Improve customer onboarding with an LMS
Customer training gives companies a competitive advantage. Because of this, forward-thinking companies from CISCO to Microsoft have developed training programs to retain customers and build loyal brand loyalty.
It’s the secret to growing your business successfully. But what is customer training and how can you implement a cost effective strategy to improve customer onboarding? In short, the practice is to educate customers on how to use your product or service efficiently and effectively to achieve their specific goals. However, these initiatives go beyond key selling points and unique selling points.
Your online training plan should cover all aspects of the customer experience. Highlight add-ons or upgrades to maximize functionality and improve ROI. Leading customers increases brand engagement and gives your product an even higher perceived value.
The impact of customer training on loyalty and customer satisfaction
Learn how you can use learning technology to improve your loyalty strategy and increase brand loyalty.
What is a customer training program?
Customer education programs help customers use your product or service and maximize its benefits. But you also have the option to create a more personal connection with your brand. Virtually every industry can benefit from a successful customer training program, from pharmaceutical companies to NGOs.
However, one of the most important use cases for consumer education is onboarding in the technology sector. This is due to the complexity of the offers in this area and the constantly evolving IT trends. Customer training is key to helping your customers implement new applications and get results faster.
While it’s an ongoing process that spans all phases of the customer journey, educating consumers during onboarding is particularly important. In this case, on-demand training materials can help consumers resolve questions and concerns in advance.
Here are some basics ANY customer training program should include:
- JIT supports resources to close gaps on site
- Courses to build skills related to the use or maintenance of products
- Microlearning tools that will introduce consumers to your brand and its core values
What does consumer education mean?
Customers today have to deal with choice fatigue. They are littered with products and marketing messages from all directions. So making the right decisions and safeguarding your interests usually requires an information trip.
You need a broad knowledge base to get the best value for your money and avoid buyer’s regrets. To stand out from the crowd, companies need to put in place consumer education strategies that cover everything from safe use to corporate BIOS. Educating consumers requires a holistic customer education program that addresses personal vulnerabilities and raises awareness.
Additionally, it helps clients acquire the knowledge and skills to maximize their investment and take full advantage of the property.
Benefits of customer training
Industry-leading brands are no longer investing all of their resources in fishing for new customers. They are focusing on bigger catches – their existing customers. This is a reliable strategy because the profitability of most SaaS products comes from subscription renewals and upgrades. Here are some of the key benefits of customer training:
Simplifies customer onboarding
A breakthrough software product with powerful functions can fall on the market simply because of its complexity. For example, a customer is struggling to understand how your product works and how it can help them achieve their goals. So you will be looking for a more user-friendly alternative.
Increase your customer retention rate
Studies have consistently shown that increasing customer loyalty increases profitability. When done right, customer education programs create loyal brand evangelists who can help you cut marketing costs. After all, word of mouth is a powerful advertising tool.
Influence the ROI positively
A well-implemented customer education program can help increase sales and reduce expenses. Just look at the cost of attracting new customers versus retaining an existing one.
Why is customer training so important?
Customer training is just as important as qualifying your team. While employees and external partners have to offer first-class service, Consumer L & D offers its loyal customers more autonomy. Here are a few reasons why any business should implement ongoing customer training to improve customer onboarding:
Increase consumer confidence
With an intuitive customer training program, customers know that your product or service is meeting expectations. It also gives them all the information and guidance they need to make an informed purchase decision, minus the post-purchase regrets.
Build the buzz
Consumer education is a reliable way to reveal and brag about new product features that spark consumer interest. This reduces their hesitation and makes them ready to step in to learn more. Another notable benefit is the speed at which your solution is introduced and implemented.
Reduce support costs
More customer training resources mean less one-on-one support. Consumers have 24/7 access to tutorials, videos, and how-to guides to troubleshoot common issues and improve product functionality. This also leads to less frustration as customers receive timely support tailored to their needs.
How to improve customer onboarding with an LMS
Before starting your onboarding program, first establish a training strategy with clearly defined goals. Unsurprisingly, the vast majority of successful companies use a Learning Management System (LMS) to provide ongoing product training and streamline customer onboarding.
An LMS is a software platform that can be used to train, educate and track customers, employees and partners around the world. Marketing professionals and CX (Customer Experience) experts can create a customized and intuitive customer training portal to provide engaging learning content. This in turn personalizes the learning journey and provides detailed analyzes.
These solutions serve as a central knowledge base where your customers can find all of your training materials. Therefore, by implementing an LMS, customers can quickly access bite-sized on-demand training materials and support tools. Another advantage is that a learning management system can provide and update learning materials quickly. This makes it easy to quickly introduce product and service changes, from UI updates to new product features and specifications.
5 best practices for onboarding customers with an LMS
1. Understand customer needs
It is important to focus on your customers’ needs to help them solve specific challenges. The onboarding program should define and prioritize which obstacles need to be addressed in the first phases of the customer journey and beyond.
2. Use formal and informal training
Implement an LMS with social and structured learning support so customers can get valuable content across different platforms, media and delivery styles. This also gives them the opportunity to connect with other users and get insider tips. For example, customers can chat about innovative product applications or share their positive experiences with your customer service team.
3. Use onboarding automation
There are several ways to automate the LMS implementation for customer training. For example, you follow a link in your marketing materials or on your product landing page to go directly to the relevant training course. This can be achieved using self-registration solutions, single sign-on SSO, or interactive notifications.
4. Activate learning at your own pace
Scheduled training courses can overlap with other priorities. In addition, different people have significantly different learning styles and personal preferences. Hence, using self-directed learning in your customer onboarding process improves flexibility. In short, customers can access information when they need it most AND when it fits into their diaries.
5. Pursue success
The main benefit of LMS technology is that it provides analytics on learner activity, progress, and performance. In fact, you can make the most of these metrics to optimize your customer education program and drive business growth.
6. Rewards and Motivation
Badges, certifications, and leaderboards motivate customers to get involved in your brand. Certifications are another great way to increase their confidence and the core competencies associated with your product.
Having a customer education strategy and the right customer education platform like Adobe Captivate Prime LMS can help you not only acquire new customers, but also attract targeted buyers. For example, leads dealing with your product or service will be won over by interactive tutorials.
A carefully designed support library and online knowledge base build buyer confidence and enhance your brand image. You can also create actionable insights from content consumption data and use that to fine-tune your marketing plan.
Download the eBook The Impact of Customer Education on Loyalty and Satisfaction today to discover more surefire ways to use your LMS in customer loyalty strategies.
Interesting case studies
Adobe Captivate Prime
Adobe Captivate Prime – A full-featured LMS with a learner-first approach