In today’s modern and highly competitive business environment, customer satisfaction is at the heart of business growth. Companies, old and new, continuously research on and adopt new business strategies to edge out the competition. One of ways through which they do this is by customer training, knowing that the customer is an important part in the wheel of business.
Customer training covers the provision of vital training tools and guides for your customers to ensure they successfully enjoy your products or services. It is about building the capacity and knowledge of your customers on your products and services, to enable them get maximum satisfaction from it. This strategy has proven effective in driving business results and building business success. Some of the ways in which businesses can provide this training for their customers include:
Establishment of Customer Help Centre
Through a functional help center, companies can create marketing and customer support functions where tutoring materials or resources such as helpful articles, user forums, videos, white papers, etc. are made available to the customers. The method will build customer knowledge and confidence in the product or service of your company.
Provision of On-Demand Training
To answer to specific demands or questions of customers, you will need to create on-demand training through a 24-hour-access streaming video technology which customers register for, to access. The videos contain a structured course format that answers to all customer’s specific inquiries or questions. By allowing customers register for the course, you can obtain analytics of how they are engaging with or using your content, and this, in turn, helps in your business decision making. Also, they would have the convenience of tracking their progress and following the specific learning path they want.
Creation of Virtual Live Training
You can organize virtual live training or live webinars with such platforms like the Adobe Connect WebEx, Livestreaming, and GoToMeeting. The essence of these sessions are to generate particular interest in your customers and build familiarity and confidence with them. These meetings often need your customers to register so you can get the record of those who attended to improve your Customer Relationship Management. A live instructor is required to coordinate the session.
Organization of In-Person Training
This method is more conventional and costly but more efficient than all others. Part of the reason is that it is narrowed to customers’ needs and hands-on practical exercises to enhance their learning. Although it often demands customers to pay a fee, customers express readiness to pay as their needs and satisfaction are guaranteed.
Review of Training Value
Proper analysis of the value and impact of your training method on your customers and your overall business success should be frequent. This is to ensure that the training helps your customer success manager to drive product or service adoption and renewals.
Above all, you should assess your capabilities in terms of technologies, staffing and budget before carrying out customer training. If your budget cannot cover your strategy, you may consider taking a loan.
