Thanks for completing the Training Scorecard. You’re on your way to building a stellar Customer Education program! Below, you will find results for each category as well as recommendations to take your training to the next level.
While it can be tempting to jump right into content development, it pays to spend time upfront developing your Customer Education strategy. As the proverb goes, “measure twice, cut once.” To get started, define your business objectives. The best training programs have clear goals in mind that typically relate to customer onboarding and retention, operational efficiency, and revenue generation. From there, think about how you will measure the impact of training on those business outcomes and report on your progress. Integrating with systems like a CRM can help you cross-reference training data with other key business metrics. Lastly, now is the time to start building relationships with other internal teams. Develop relationships with your Customer Success and Product teams to drive better content development, Marketing to enlist their help in getting the word out about your training offerings, and Sales to develop the best possible strategy for monetizing and selling training.
A well-rounded program provides engaging content that allows your customers to access what they need when they need it. Ideally, you’ll have a blend of interactive learning opportunities and content that is rich with video. Consider the learning preferences of voluntary learners and offer a diversity of content to help them stick with it. You can engage students using knowledge checks, downloadable resources, and calls-to-action to help them apply what they’ve learned. A training portfolio with a blend of live training and on-demand content will make sure that your customers can readily access content even when you may not be actively teaching them.
If your customers don’t know about your Education program and/or aren’t consuming content, you simply won’t achieve your desired results. Our experience with hundreds of education programs has shown that a lack of marketing can greatly hinder the growth of your program. Now is the time to get serious about marketing the great work you’re doing. Advocate for your program to get on your Marketing team’s radar and collaborate with them to drive campaigns that highlight training. This may be email campaigns for new customers, the occasional highlight in an email newsletter or blog, or in-app messaging that helps customers find training in their time of need. You don’t need to do everything, but it’s time have to start somewhere.
There’s no been a better time than now to start measuring your program’s impact. Measurement is especially important when it comes to understanding what you’re doing well and advocating for more resources. Lighter lift metrics to keep in mind include collecting customer feedback via surveys and measuring simple engagement metrics, like the number of enrolled students and session hours. More advanced measurement involves cross-referencing training data with business metrics, like revenue or Net Promoter Scores. Regardless of what you choose to measure at this phase, start somewhere, and be sure to share reporting updates on a regular basis with other stakeholders.
For a more detailed review of your results and to discuss a path forward, schedule a time to connect with us via the button below.
If you’re interested in exploring more Customer Education resources, you can find a wide variety of downloadable eBooks, on-demand webinars, and other tools and templates at Skilljar.com/resources. We also encourage you to check out our 2020 Customer Education Benchmarks and Trends Report to see how your program measures up with others across industries.