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Learning to Walk: A Developing Customer Training Program

Posted by Erynn Williams on March 30, 2017

iStock-491598918.jpgWe recently released the eBook "The 3 Stages of Customer Training Development," where we broke down the process for building a customer training program. Last week we discussed stage 1. In this post, we will be discussing the second stage in the training development process.

At the "walking" stage of development in a customer training program, training professionals have moved past many of the initial roadblocks they faced, as they have been able to demonstrate the value of training to their employers. Now throughout the organization, there is increased traction and buy-in for the program.

This shift often brings about other changes, including hiring additional team members and providing a larger budget for this initiative. Many customer training teams will then use this opportunity to improve their tech stack.

If nothing else, you should utilize video software such as Screenflow and Camtasia. But at this stage, you may also want to invest in an LMS, so you can offer on-demand training and scale your program. At this point, you can broaden the impact of your program by collaborating with other teams and leveraging your marketing automation software. You can also start enhancing the efficacy of the program by measuring results using product engagement analytics and data in your CRM system.

Of course, these are not the only signs of a developing customer training program. In this stage, customer training teams also tend to have a more mature content strategy. For example, many teams will implement a menu of pricing options, as well as multiple courses, and a blended learning approach.

Think about it this way: you may already have a staff that does in-person training, as well as an on-demand presence. As such, you should have the resources to give your audience different options, from videos to text lessons, quizzes, and PDFs. With a variety of content types in place, you can then provide a more comprehensive training experience. Specifically, your students will be able to learn about what interests them, in their preferred medium(s). And with any revenue generated from training programs, you can fund your own growth and further refine your strategy.

3-stages-of-customer-training-development

 

Topics: Training, Course Management

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