We recently released the eBook “Building a Business Case for Customer Training.” In this post, we will be sharing the first step to build an effective business case for customer training: outlining your pain points.
Step 1: Outline your pain points
Since you’re entrenched in the day-to-day details of your position, it’s easy to tell when you’re experiencing roadblocks. But your Chief Finance Officer and other decision makers at your organization may not have a full understanding of what the issues are and why it should be a priority to change them.
With this in mind, start a larger conversation around your business needs. Are you receiving too many support tickets? Are you seeing low rates of product adoption? Are you struggling to scale your current program? Be as specific as possible.
Once you’ve established that there’s a problem, the next step is to decide on the best way to solve it. Don’t be afraid to dive into the details here. Do you need to create new content to better engage students? If so, what exactly are you hoping to see?
For instance, you may want to implement quizzes, which allow you to check your students’ knowledge. Video content can be helpful, as well, since research shows it leads to high course completion rates.
Our recommendation: think about where your program stands today and where there is still room to improve. If you’re not sure, this is a strong indicator that you may need a better training program — one which includes analytics at both a student and group level.
At this point, you may also want to engage with any potential vendors to determine whether they’re a good fit.