Most companies today understand the value of employee training to bring new hires up-to-speed quickly and help ensure that all of your workers have access to the knowledge and skills development content and courses they need to excel in their job roles. But more and more organizations are now seeing the value in extended enterprise training to include, not just employees, but partners, suppliers, and customers, as well.
Customer training, in particular, has become increasingly common for businesses that are looking to make sure their customers are deriving the greatest possible value from the products and services they purchase from your organization.
Some of the specific benefits your company can expect from the implementation of a customer training program include:
Studies show that the cost of acquiring a new customer can be 25x the cost of keeping an existing one. It is therefore important for a business to do all it can to keep its existing customers happy and loyal to their brand. Customer training has proven to increase customer loyalty and lead to a more positive customer experience which helps to protect your customer base and existing revenues.
By implementing a customer training platform, you allow for streamlined and ongoing communications between your company and its customers, which can lead to a productive exchange of information regarding current features and benefits and potential opportunities for innovation. The collection of this important information can help bring a significant advantage over your competitors.
Happy customers tend to tell their friends and family about the brands to which they are loyal. Given this, a customer training program can deliver a significant return-on-investment (ROI) by potentially generating free, customer-driven advertising.
eLearning-Based Customer Training
eLearning refers to the use of electronic technologies (the Internet, primarily) to support and drive all types of learning programs, including customer training. eLearning eliminates many of the expensive elements of in-person, classroom-based training, such as travel, on-site instructor and venue fees, catering, and the printing and distribution of training materials. And eLearning offers a level of convenience and flexibility that in-person training cannot deliver as it allows your customers to conduct their learning activities at any time and from any place that is convenient for them. All that is required is an Internet connection.
The foundational technology for eLearning programs is a Learning Management System, or “LMS”. An LMS is the application that is used to build, deliver, manage, and track your customer training program. While some companies choose to deploy an LMS on their own servers (self-hosted) most companies today choose to work with a third-party cloud vendor in order to access the LMS features and capacity they need without having to make large, up-front investments in software, hardware, and infrastructure. And with a cloud-based LMS, you shift the responsibility for the ongoing management and maintenance of the system to the cloud provider.
A Multi-Tenant LMS as a Customer Training Platform
While LMS technology is not new, a relatively recent development is in the availability of multi-tenant architecture. A single tenant LMS dedicates the entirety of its infrastructure to use by a single training audience. In contrast, a multi-tenant LMS allows you to “spin up” new, customized instances of the application (portals) to support each of your unique training audiences. This approach is particularly well-suited for customer training programs as it allows you to dedicate a private, customized portal for each of your customers. Each portal can be branded for that customer and include the specific courses and content they need to enhance their experience with your brand.
LMS Portals: A Learning Management Customer Training Platform
LMS Portals provides our clients and partners with a cloud-based, multi-tenant learning management system for customer training. Using our system, administrators can instantly launch and manage private eLearning portals for customers on-demand. Each portal you launch can have its own branding and includes robust tools for course development, user onboarding, learner collaboration, analytics, and more.