Customer Training Playbook
Table of Contents
Table of Contents
Increasing Adoption, Retention and Revenue
Why are business leaders prioritizing customer education (CE)? Yielding an average increase of 7.6% in top-line revenue, decreasing customer support costs by 15.5%, and increasing the average lifetime value of customers by 35%, CE provides undeniable business benefits to competitive companies. However, many CX, Operations, and Professional Services leaders who are tasked with creating customer training don’t know where to start. That’s where the Litmos Customer Training Playbook comes in…
This play-by-play guide helps professionals across disciplines collaborate and leverage the learning management tools they already have to drive business growth with external training.
In this guide, you’ll explore:
- The benefits of integrating customer training into your CX strategy.
- The revenue impact of combining L&D and CX expertise and tools.
- What KPIs matter most for customer training.
- How your learning management system (LMS) can be used to create, customize, and sell customer training courses.
- Real-world customer training case studies from Litmos clients.
Key Takeaways
- 79% of business leaders consider customer education a crucial part of their customer experience (CX) strategy.1
- Img5361% of customers prefer self-service options for resolving simple issues.2
- Img5438.3% increase in product adoption attributed to customer education.3
- Img5553% of decision-makers face challenges in extracting customer data from CRMs.4
- Img5674% of business leaders prioritizing customer service during economic uncertainty.5
Sources:
1. Adobe. (n.d.). Level up customer experience (CX) with customer education programs. https://business.adobe.com/resources/reports/level-up-cx-with-customer-education-programs.html
2. Salesforce. (n.d.). State of the AI connected customer. https://www.salesforce.com/resources/research-reports/state-of-the-connected-customer/
3. Intellum. (n.d.). Research reveals the astonishing impact of customer education programs. https://www.intellum.com/news/research-impact-of-customer-education-programs
4. CSG. (n.d.). Customer engagement solutions drive transformational CX and EX outcomes. https://www.csgi.com/study-customer-engagement-solutions-drive-transformational-cx-and-ex-outcomes/
5. Zendesk. (n.d.). How can customer service training help during an economic downturn? https://www.zendesk.co.uk/blog/customer-service-training-economic-downturn/
https://www.zendesk.co.uk/blog/customer-service-training-economic-downturn/
FAQs
Who is this customer training playbook for?
This comprehensive guide is designed for CX, Operations, and Professional Services leaders who are interested in leveraging their LMS for customer education, as well as Sales leaders who want to work across departments to reduce support tickets, increase product adoption, and create new training revenue streams. L&D leaders can also use the insights and strategies included in this guide to integrate customer training into their existing L&D strategy, and to demonstrate the impact and value of their work.
What is included in this guide?
The Litmos Customer Training Playbook includes strategic insights on the business value of customer training, tips for creating a frictionless customer training experience, how to measure the success of customer education programs using the right KPIs and LMS tools, the importance of cross-functional collaboration for creating successful customer training materials, and best practices for using your LMS to create external training. The guide also includes real customer training success stories from Litmos clients.