In today’s increasingly competitive global marketplace, customer have learned to expect more from the vendors with whom they choose to do business. These rising expectations have forced businesses to find ways to efficient ways to enhance their relationships with their customers, an effort which has given rise to the Customer Experience.
Customer Experience (CX) refers to programs and activities developed by a company to develop and enhance its with customers. To be effective, the Customer Experience program must consider every interaction its employees have with their customers, from pre-sales to post-sales.
One of the most powerful ideas to arise from this newly developed focus is in the expansion of corporate training programs outside of the organization to include customer training.
What is Customer Training?
While most every company, regardless of size or industry, now offers some type of employee training and development program, an increasing number of businesses are considering the development Extended Enterprise training programs, to include outside entities, such as partners and customers, as training audiences.
The Customer Training aspect of these programs refers to offering a learning environment and customized content designed to engage, educate, and retain your customers. Customer Training can be offered through live sessions, but for the convenience of the customer, they are more commonly offered on-demand, over the Internet.
Some of the benefits your company can expect from its Customer Training program include:
Increased Customer Retention
Effective customer training has proven to increase the likelihood that your customer will remain loyal to your brand over the long-term. This is especially true if your training content includes a focus on the effective use of your product and services offerings.
New Revenue Opportunities
Customer Training provides an ideal opportunity to inform your customers of additional offerings from your company. This creates upsell and cross-sell opportunities and can be a significant factor in the return-on-investment (ROI) of your training program.
Decreased Customer Service Costs
Well-trained customers are less likely to need support from your organization as many of their questions and concerns will be addressed through your training content. This leads to fewer customer calls and lower customer service costs to your company.
Customer Training programs often have the added benefit of elevating your brand through an enhanced customer experience. Your happy customers are more likely to drive word-of-mouth advertising by recommending your company to their personal and professional networks.
LMS Portals: LMS software for Customer Training
The core technology that supports any type of eLearning (Internet-based) training program is a Learning Management System, or “LMS”. This is the application that is used to build, deliver, manage, and track your eLearning-based training programs.
At LMS Portals, we provide our clients and partners with a SaaS-based, multi-tenant LMS that allows an administrator to launch and manage a dedicated eLearning environment (portal) for each of your unique audiences.
For customer training purposes, each portal you launch can be dedicated and uniquely branded for a specific corporate client. And each portal includes a powerful course development engine, along with robust tools for user onboarding, group management, learning path creation, live remote training, certificate awarding, analytics, and more.