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Customers and partners desperately need the training to be good customers and good partners and get the greatest benefit from the relationship. Per Thought Industries' report:
“At 53%, customer onboarding is the largest challenge companies face while creating their customer training program. It’s important that they get this right since studies have shown that the faster a customer sees value in a product (time to value) the more likely they will be a long-time customer."
“61% of respondents said that with training, customers use more of the company product and its features; 50% of respondents said training enabled a stronger partnership with customers; and 45% said customer training reduced customer churn."
“Even when acknowledging the importance of customer training, only 11% say that a large percentage of their customers (75%+) get enough training to use their products well.”
Older LMS technology is delivering external training dissatisfaction
To be sure, external training is a radically different use case than the one that gave rise to the LMS in the first place. Quite simply, it is only the new, externally-focused LMS platforms that are engineered for the challenges of training customers, partners, supply chain, etc.
Approximately a third of respondents in ATD’s research said their LMS has limited capabilities to meet the challenges of external training.
It gets worse
Trying to push and pull yesterday’s technology to meet today’s external training needs is not satisfying anyone. In the 2017 Enterprise Learning Buyer report from Starr Conspiracy, the average NPS score for current learning technology was minus 57!
What’s needed for external training
The new externally-focused LMS’ have benefited greatly from real-life experience, including built-in advanced tools aimed at increasing learner engagement, which is a powerful strategy to: