Customer Training LMS: Transforming Education for Enhanced Customer Experience
July 12, 2023
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With the ever-changing business landscape and the real problem of customer churn, organizations recognize the critical role of effective customer training. Educating and empowering customers has become essential to achieving sustainable success.
A customer training LMs provides a structured platform for delivering interactive and personalized training content directly to customers. A well-designed customer LMS can lead to improved product adoption, reduced support tickets, and a notable increase in customer retention.
Discover the key features of a customer LMS to amplify your training initiatives. Learn the basics of a customer training LMS and what features to look for when choosing the right one for your organization.
What is a customer training LMS?
A Learning Management System (LMS) is a powerful tool that lets you create, manage, and deliver educational content to customers and partners. An LMS can expedite training, track progress, and assess performance.
A customer training LMS is critical for educating customers on how to use your products and services. For example, say a customer wanted to learn how to use your tech suite effectively; you would train them through your LMS.
As a result of the LMS, Quantum Metric was able to:
- Create 50+ training modules
- Certify 75 percent of its customers
- Award 1,000+ certifications in the first year
How can an LMS help with customer training?
Practical customer training is a competitive advantage for brands in a crowded industry. But 50 percent of customers don’t use training offered by brands they bought from. And 25 percent of them are never offered the option.
With an LMS, you can easily integrate training and maximize value for your customers.
Here’s how you could implement a customer training LMS:
- Customer onboarding: When new customers sign up for your software, you can provide courses that guide them through the initial setup and primary use cases.
- Continuous learning: Your software will eventually evolve with new features and updates. To help customers adopt them, you can update the LMS with a new course that covers the updates in detail.
- Certification programs: Got customers that want to show off their proficiency with your software? Through your LMS, customers can complete relevant coursework and take a certification exam.
- Customizable learning paths: Not all customers use software the same way. Your LMS lets customers take courses most relevant to their needs.
- Tracking and analytics: You can use the LMS’s built-in analytics to monitor customer progress and activity. If a customer is struggling with a course or topic, you can proactively reach out and assist.
With an LMS, you can build a successful customer education program that creates positive relationships with buyers and helps you sell additional products and services.
When B2B pipeline generation platform Qualified used WorkRamp to build their customer education program, they found that trained accounts were 2x more likely to renew. Customers also used Qualified better, which improves satisfaction and retention.
Benefits of using a customer training LMS
Now that you know how to use a customer training LMS, let’s look at some benefits.
Centralize learning content
A customer training LMS is a central hub for your organization’s training and education content. It gives customers easy access to learning resources like videos, quizzes, simulations, and more.
It also creates a consistent learning experience for customers. All learners use the same interface and follow the same processes to complete courses, which improves learning efficiency and customer experience.
“Prior to WorkRamp, our content lived in Google Drive. It could get disorganized, and there was no hierarchy. We were using Zendesk as a makeshift CMS, providing people with links to various articles and training collateral, which wasn’t a scalable approach. WorkRamp makes it [content management] really easy, which is why we were able to roll out trainings so quickly.”
Reduce support costs
The average company spends around 11 percent of annual revenue on customer support. Well-trained customers are less likely to encounter issues with your product, requiring less support. A customer training LMS can guide users through the right materials to answer their questions quickly and easily.
Scale your training efforts
Your training efforts should grow with your organization. An LMS is flexible and efficient, and you can easily create and refresh training content.
Matillion was training customers live weekly before implementing an LMS. Face-to-face training was valuable, but the team could only train about 6 to 8 people at a time.
After building a customer education academy with WorkRamp, Matillion achieved:
- 9,232 enrollees in 2 years
- 5,534 course completions in 2 years
- 596 certified customers in one year.
Here are some ways an LMS facilitates customer training:
- You can automate administrative tasks like enrollment, reminders, tracking, and reporting
- It’s cloud-based so that users can access training content anywhere, anytime.
- You can easily add or update training content and roll out new training materials to a large number of people
- An LMS lets you track learner progress and assess the effectiveness of your program
Improve product adoption and usage
Customers gain a better understanding of your products and services through learning resources in a customer training LMS. Having a better understanding of products increases adoption and usage.
A TSIA study found that 68 percent of customers report using products more after training. The same study found that 56 percent use more product features than they would if untrained, and 87 percent of customers say they can work more independently when trained.
Increase customer satisfaction
Customers who receive proper training are more likely to have a good experience with your product. Plus, they are likely to stick around longer.
A recent Forrester study found that companies investing in customer training see an 11.6 percent increase in customer satisfaction.
Strengthen brand loyalty
A customer training LMS can help businesses build stronger customer relationships, increasing brand loyalty.
The same Forrester study found that companies with a customer education program see a 7.4 percent jump in customer retention.
What to look for in a customer training LMS
When searching for a customer training LMS, consider the following factors:
- Ease of use: An intuitive, user-friendly LMS is critical for customer training. It reduces the learning curve and lets users focus on course content rather than navigating a difficult system. A good LMS will have a clean, well-organized interface, clear user instructions, and easily accessible support resources.
- Customization options: You want to incorporate your branding into any customer training LMS. This keeps your program professional and builds trust with customers. A good LMS will let you brand your learning portal and allow for different learning styles and needs.
- Scalability: Your LMS should accommodate a growing number of users, courses, and complexity. Ask vendors about user capacity limits for total and concurrent users. Be sure to understand how costs will evolve as you scale.
- Security and data privacy: Sensitive information is shared and stored in your LMS. Guarantee that your provider follows industry standards for data security. Some standards include encrypting data, providing access controls, and complying with relevant laws and regulations.
- Cost-effectiveness: How can a potential LMS generate a return on investment? The real ROI of customer education goes beyond the dollar sign. A good LMS will improve brand perception, help you create compelling content, and build community around your customer training program.
The LMS features you need for customer training
Content creation and management
Learning content creation and management are key features of an LMS. An effective customer training LMS will provide user-friendly authoring tools that allow you to easily create engaging and interactive training content.
You can upload existing materials (like PDFs or videos), create quizzes, and organize content into structured courses. For example, you can create a series of video tutorials and quizzes to teach customers how to use your new software.
With WorkRamp’s LMS Content Creation, you can leverage course authoring tools, templates, and prebuilt content to accomplish your learning goals. When you launch your LMS, you get access to a marketplace of editable templates so you don’t need to build training from scratch.
Learning path and course customization
A good customer training LMS will let you tailor learning experiences for different users and groups.
A new customer may require a comprehensive introduction to your product, while a returning customer may need training on new features. Your LMS should let you customize courses and learning paths to meet these needs.
Interactivity and engagement
Interactive features help to make training content more engaging and increase retention.
Look for an LMS with interactive training features like Flip Cards, challenges, roleplays, simulations, and more.
Reporting and analytics
An LMS should provide robust reporting and analytics so that you can track user progress, course completion rates, quiz scores, and more.
You can use this information to understand how your customers engage with your training content. Improving the related training material might be necessary if analytics show that many customers struggle with a particular quiz or module.
A cloud-based LMS allows customers to access training resources from any device with internet access.
Customers can learn at their own pace and in their own time, which can improve engagement and completion rates. For example, a customer might watch a training video on their laptop, then complete a quiz on their smartphone.
Look for an LMS where customers can easily access courses, videos, and other resources on a mobile device.
A good LMS should integrate with your existing tools and systems, such as your CRM system, customer support platform, or e-commerce platform. This can improve customer satisfaction and streamline your operations.
WorkRamp integrates with commonly used platforms like Gong, Zendesk, Salesforce, Slack, Zoom, Google Calendar, and more.
The Salesforce integration gives business leaders a full view of training programs’ efficacy and how they translate into business impact.
How to choose the right LMS for customer training
Thinking about getting an LMS for your customer training program? Here’s how to choose the right one:
- Define your training goals and objectives: Establish clear goals for your customer training program. Some common goals include improving product adoption, reducing support requests, or increasing customer satisfaction.
- Identify your customer training needs: Consider the specific requirements of your customer base, such as the type of content they need, their preferred learning styles, and any accessibility requirements.
- Evaluate LMS features: Ensure your potential LMS offers the essential features for customer training. As mentioned, these include reporting capabilities, cloud-based access, integrations, and all-in-one functionality.
- Test different LMS platforms: Request demos or trials from various LMS providers to get hands-on experience with their platforms.
- Compare pricing and value: Consider the costs associated with each LMS, and the value it can deliver in terms of customer satisfaction, retention, and long-term revenue growth.
- Seek customer testimonials and case studies: Research other organizations that have successfully implemented a customer training LMS and learn from their experiences.
👉 See why top companies, from startups to Fortune 500s, choose WorkRamp to educate their customers. Check out our Customer Stories.
How to use WorkRamp for customer training
Customer training is an investment that’ll pay big in the long run. That’s why you want to invest in an LMS explicitly designed for it.
Here’s how you can leverage WorkRamp’s features for an effective customer training program:
- Interactive content: Create engaging, interactive training materials using built-in content creation tools. This will help ensure customers are actively participating in the learning process.
- Learning paths: Design customized learning paths for customers based on their unique needs and skill levels, ensuring they receive relevant, targeted training.
- Assessments and certifications: Assess customer knowledge and progress using WorkRamp’s assessment tools. Offer certifications upon successful completion of courses to incentivize customers and recognize their achievements.
- Reporting and analytics: Use WorkRamp’s comprehensive reporting and analytics tools to gain insights into customer progress, identify areas for improvement, and measure the success of your training program.
- Integration with existing tools: Seamlessly integrate WorkRamp with your existing software and tools, such as CRM systems and communication platforms, to streamline your training process and ensure a cohesive customer experience.
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Michael is a SaaS marketer living in Guadalajara, Mexico. Through storytelling and data-driven content, his focus is providing valuable insight and advice on issues that prospects and customers care most about. He’s inspired by learning people’s stories, climbing mountains, and traveling with his partner and Xoloitzcuintles.
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