Most every organization today recognizes the value of employee training to help ensure their company can stay competitive in an increasingly complex corporate environment. But increasingly, companies are looking beyond just internal training to Extended Enterprise training, which includes external entities such as partners, suppliers, and customers. And customer training in particular has gained quite a bit of traction in recent years as the value of these programs becomes more and more evident.
Within this, a segment that deserves special consideration is the area of business-to-business, or “B2B” customer training and support.
The Importance of B2B Customer Service
Great customer service is critical for business, whether you’re running a business-to-consumer (B2C) or a B2B company. But in the same way there is a difference between industrial marketing and consumer marketing, the delivery of customer service and the overall customer experience (CX) significantly varies between these two markets.
Unlike B2C companies, B2B organizations tend to provide products and services at an account level with offerings geared toward teams and organizations. And unlike B2C customers, B2B buyers often look to create long-term relationships with their vendors. And to that end, they expect a high-level of customer service in order to achieve the greatest possible return-on-investment (ROI) from the products and services they acquire from your company.
The Benefits of B2B Customer Training
As online learning continues to expand into all areas of business, B2B customers increasingly expect their vendors to offer formalized training to help ensure they are deriving the greatest possible value from your company’s products and services.
But in offering this training, there can be significant benefits to your organization as well.
Increased Customer Loyalty
Everything your organization offers to enhance the customer experience can lead to a greater sense of loyalty to your brand and offerings.
Decreased Support Needs
A customer that is well-trained on your product and services offerings is less likely to need assistance from your support team. This cost savings is a significant factor as you consider the return-on-investment (ROI) of your customer training program.
New Revenue Opportunities
B2B customer training programs can help drive new upsell and cross-sell revenue opportunities by introducing your customers to the additional products and services your company offers.
Valuable Customer Feedback
A customer training program opens up a new avenue for gathering feedback regarding their experience with your products and services. This feedback can be extremely valuable as you plan the future direction of your offerings.
LMS Portals: A B2B Customer Training Platform
At LMS Portals, we provide our clients and partners with a cloud-based, multi-tenant learning management system (LMS) that allows an administrator to launch and manage a dedicated online learning environment (portal) to each of your unique training audiences. Each portal you launch includes a powerful course development engine, along with robust supporting tools for user onboarding, learning path creation, group management, certificate awarding, live remote training, analytics, and more.
The LMS Portals platform is ideal for B2B customer training as it allows you to launch and managed a customized training portal for each of your B2B clients.