According to Brandon Hall Group’s
Extended Enterprise survey, 55% of businesses say extended enterprise learning
“improves customer relations” and over 76% of organizations use a Learning Management
System (LMS) for managing customer and partner training.
Given the massive change in the
business landscape, courtesy covid-19, and its subsequent change in user
behavior and expectations, training the “new normal” customer calls for “new
In episode 2 of L&D
Insights, a brand new LIVE interview series with the who’s who of Learning and
Development, Matt Adlai-Gail, Director of Education Services at Model
N, talks about Customer Training in the new normal.
1.Customers have pivoted to digital, but core expectations remain the same
The imposed lockdown and isolation led to low out-of-home
engagement for most part of the last year compelling consumers to go online for
everything: from their daily essentials to entertainment, from working to
learning too. This shift to digital has persisted even in countries and regions
where lockdowns have been lifted, because the customers’ preference for
digitally enabled interactions, through mobile apps and social media, has now
become the default expectation. Further, digital has given customers the agency
to gain a better experience with a product or a service through an expectation
of ‘do-it-yourself’. And self-serve platforms, like LMS with eLearning content,
do just that.
However, what customers continue to expect is:
2.Knowledge is power when it comes to customer
The COVID-19 crisis has forced many consumers to change
their behaviors. But even for this evolved customer, understanding of the
software or product s/he is using for better adoption and engagement is key to
the success of the both – the person using it, and hence the business s/he is
working for, and the software/ product in question. Along with adoption and
engagement, a good customer training program brings about reduction in support
queries, and improvement in customer retention and loyalty.
To determine if Customer Training is needed for your client,
you need to consider:
complexity of your product
of the product to the customer’s success/ overall working
changes to market conditions that demand training
3.Extended Enterprise Training needs to
do more than make training available to customers
Some must-haves for an
LMS to conduct Extended
Enterprise Training are:
- Ability to mix out-of-box content with customer
- Personalized and secured learning area for
- User-friendly interface for learners and
- Automation for notifications, reports etc.
Watch the LIVE interview:
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