Who Owns Customer Training?

One clear sign of a mature brand is how the company views its relationship with its customers. The presence of a customer-facing learning program is evidence that they are interested in being part of the customer’s long-term success. The customer relationship dynamic is similar to typical employee learning and development programs with some notable exceptions. Offering a formal learning program to this group is an excellent way to maintain a customer relationship and ensure their engagement.

This eBook identifies the 4 typical stakeholders of a customer training program, how they can contribute, and what meaningful collaboration can look like. It also examines the “why” of a customer training program through both a subjective and objective lens. And, finally, we break down the WIIFM (“What’s in it for me?”) of a customer training program.

In this eBook, we look at the necessary elements of creating and maintaining a successful customer training program in an organization. Topics include:

• Identifying the typical stakeholders
• How they can contribute given their area of expertise
• Why learning analytics are vital for success
• Why goal-setting is an un-skippable step
• Where it often goes wrong