Customer Education
Customer Training Programs: How to Build a Scalable Strategy
How to Build a Customer Training Program That Drives Engagement and Retention 🚀
Apr 3, 2025
Samantha Fitzgerald
Want to boost customer engagement and retention? A well-designed customer training program helps customers get the most out of your product, discover new features, and feel more confident using it.
In this guide, we’ll break down how a solid training program can change the game for your customers.
Understanding Customer Learning Needs
To create a truly impactful customer training program, you need to start by getting to know your customers. Successful organizations will dig into several areas to understand where customers are struggling and what they want to learn:
Support Ticket Analysis: Look for common issues or recurring requests.
Direct Customer Interviews: Chat with customers to get real insights into their pain points.
Targeted Feedback Surveys: Send out surveys after training sessions to collect feedback.
User Experience Testing: Watch how your customers actually use your product and find areas for improvement.
Crafting Engaging Learning Experiences
The days of monotonous training materials are over. Today’s best training programs focus on creating memorable, actionable learning experiences. Incorporate multimedia strategies like short videos, interactive tutorials, quizzes, and real-world practice scenarios. Here’s how you can make your training stand out:
Short, Focused Lessons: Keep it clear and to the point. Start with a goal, stick to relevant information, and wrap up with actionable steps.
Multimedia Learning Strategies: Mixing things up with videos, quizzes, and interactive content makes learning more engaging. Interactive videos are 32% more memorable than traditional formats.
Customizing the Learning Experience
Delivering a tailored learning experience keeps customers engaged and helps them get the most out of your product. The WorkRamp Customer Learning Cloud makes it easy to build customized training programs that fit a variety of customer needs.
Just look at Gorgias, a leading helpdesk platform for eCommerce brands. With WorkRamp, Gorgias launched Gorgias Academy, a fully branded training hub designed to educate users on best practices, onboard faster, and get more value from the platform. By offering structured courses and certifications, Gorgias makes it easier for users to level up their skills, leading to:
25% reduction in customer onboarding time.
5.2 average NPS increase for academy-engaged users.
223% increase in revenue for academy-engaged users.
With a branded academy, companies can build a seamless learning hub that feels like an extension of their product, creating an immersive training experience. Certification programs provide a clear path to success, recognizing customer achievements and driving deeper product adoption.
When customers have access to structured yet flexible learning, they gain confidence, see real results, and stay engaged for the long haul.
Flexible Training Delivery Options
Offering customers the flexibility to learn in the way that works best for them makes training more effective and more engaging. Some users prefer to go at their own pace with on-demand courses, while others thrive in live sessions or interactive training. The key is offering a mix of learning formats to meet different needs and drive deeper engagement.
Matillion does this seamlessly with the WorkRamp Customer Learning Cloud, using self-paced courses, live instructor-led sessions, and certification programs to train their users. By providing multiple ways to learn, they’ve scaled their customer education program, achieving 9,232 academy enrollees and 5,534 course completions in two years, and 596 certified customers in one year.
Measuring Training Effectiveness
Once your training is live, tracking performance is essential for continuous improvement. WorkRamp’s Learning APIs integrate with business intelligence tools, giving you real-time insights into how customers are engaging with your training and where you can optimize. To refine your training approach, focus on these key tracking features:
Tracking Features | Purpose | Benefit |
|---|---|---|
Completion Analytics | Monitor progress across modules | Spot bottlenecks in learning paths |
Engagement Metrics | Measure interaction with content | Improve how content is delivered |
Performance Indicators | Assess knowledge retention | Automatically adjust content difficulty |
Learning Patterns | Identify preferred learning times | Schedule content delivery for best results |
Beyond these features, keeping an eye on high-level training metrics ensures your program delivers real impact:
User engagement levels: Track course completions and time spent to see how engaged customers are.
Knowledge retention: Check quiz scores and certification pass rates to see how much information customers are retaining.
Business Impact: Look for fewer support tickets and better product adoption as signs that your training is paying off.
By consistently analyzing these data points, you can refine your customer training programs, ensuring they stay engaging, effective, and aligned with customer needs.
Continuous Improvement
Training is an ongoing process, not a one-time effort. The most effective programs evolve alongside your product and your customers’ needs. By consistently updating content, gathering feedback, and tracking performance, you ensure training stays fresh, relevant, and impactful.
The results speak for themselves: Companies that invest in customer education see 41% faster revenue growth and 51% better retention rates. Well-trained customers are more engaged–68% use products more often, 56% explore additional features, and 87% can operate independently. When you prioritize customer learning, don’t just gain knowledge–they become loyal advocates for your brand.
Looking to boost retention and advocacy through a customer training program? Chat with our team about how the Customer Learning Cloud can help.
