How strategic learning programs can enhance CX
The Learning and Development (L&D) departments often face pressure to demonstrate value, operating with constrained resources. In the face of economic disruption and unpredictable market conditions, customer training can present a promising path for the L&D sector looking to drive a critical business impact. This article explains how leveraging existing L&D resources can enhance customer education initiatives and ultimately transform L&D from a recognized cost center into a vehicle for revenue growth and maintenance.
The strategic value of customer training
The economic downturn has historically put pressure on sectors that are considered cost centers rather than revenue generators, and L&Ds often fall into this vulnerable category. In these scenarios, L&D leaders may need to prove the business value of the feature. This makes it a key priority for L&D teams facing these conditions to coordinate with important business priorities.
Customer training represents a strategic pivot that helps L&D connect their efforts directly to business outcomes. In the face of a recession, 74% of business leaders reportedly pay close attention to customer service. This makes customer education a necessary competitive advantage. Companies can develop stronger and profitable customer relationships by developing and implementing attractive, accessible and relevant customer training materials. Training that helps customers use their products more effectively can build customer trust, reduce trust in busy customer support teams, and promote brand loyalty that is likely to withstand economic turbulence.
In today’s market, the name of the game is sustainable customer retention. Repeated revenue driving starts with building strong customer relationships through personalized training. The days of signing new customers, sending links to outdated documents, and waiting for customer support teams to fill the gap are over. The capabilities facing customers should work actively with L&D to utilize the organization’s learning platform for customer education. Teams who know how to train, when to train those efforts and tie outcomes to results will win the blessings of L&D for continuous, long-term relationships.
– Todd Lefkovitz, Litmos’s Chief Customer Officer
Positioning L&D as a strategic partner through customer training
Acquiring an executive buy-in for training is a familiar challenge and growing concern for L&D teams facing market volatility. To secure a seat at the table, L&D leaders need to demonstrate the revenue potential of customer training and the efficiency they can create.
Business leaders know that well-trained customers renew their subscriptions at a higher rate, but you may not know how L&D can help. This is when L&D must highlight the benefits of leveraging existing internal training tools for customer education to non-L&D decision makers. Non-L&D decision makers can view the Learning Management System (LMS) as a platform for employee training and development. To acquire leadership buy-in for new customer training programs, L&D needs to show how scalable, scalable and customizable LMS for various external use cases are. Leaders may just board the ship once they confirm that employees can train their customers using the LMS they already use.
Measurement and demonstration of customer training ROI
Proveing return on investment is essential for L&D to successfully expand into customer training. Effective measurements begin by identifying the right metric. The most relevant KPIs for customer education programs are:
Customer Education ROI – Calculate the difference between the benefits and costs of training to determine the profitability of your customer training program. Course completion rate – To measure the effectiveness of customer training, track the number of customers completing the training module. Reduce Support Tickets – Measure the change in the percentage of ticket volume after customer training is carried out to understand the impact of customer training on the customer experience. Net Promoter Score (NPS) – Monitors how training affects customer satisfaction by measuring the likelihood that customers will recommend products or services. Product Adoption Metrics – Assess how training affects feature usage and product engagement by monitoring product adoption metrics such as time (TTV), activation speed, and frequency of use. Customer Retention Rate – Compare the renewal and churn rates between trained and untrained customer cohorts to see if customer training had an impact on retention.
The most compelling ROI metrics link customer training directly to revenue. This approach may require L&D to correlate learning activities with business outcomes, and measures the impact of customer training by comparing the above KPIs for untrained customers. This evidence-based approach is important to ensure ongoing investment in economic uncertainty.
Use technology for scale and measurement
Economic uncertainty creates both challenges and opportunities for L&D. By expanding to customer training, L&D can convert from departmental support capabilities to strategic business partners that directly contribute to revenue resilience.
With the right technology infrastructure, L&D efficiently delivers customer training while tracking results, helping teams to tailor customer training activities to business outcomes. This integration is important to prove that customer education directly affects renewal rates, expansion opportunities, and support costs.
For L&D leaders navigate uncertain times, customer training represents a strategic pivot to align their learning expertise with business outcomes. With the freedom to use the tools, L&D can measure and demonstrate the impact of customer education on key performance indicators, ensuring a place as a key feature of the economic situation.
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