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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 youre in charge of customer training,
customer success, or customer enablement
training within your organization youve 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.
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• 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.

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• 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 customers 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
• Onboard Customer with Excitement.
• Initial customer onboarding drives further
  customer success. Take away the hurdles from
  your customer journey in the first go.
• 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.

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• 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.
• 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.
• 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.
• 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?

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• 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
• 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.
• 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.
• 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
• 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.

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• 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. Dont hesitate to
  write back in case if you are looking for some
  additional information, template guides to set up
  this initiative. Happy Customer Training!!!!

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