A guide to creating customer training that drives satisfaction, retention, and revenue and growth.
Customer education (CE) has become a critical component for driving adoption, retention, and revenue across industries, with research showing that customer training can yield top-line revenue increase of averaging 7.6%.2 With its latest customer training playbook, Litmos aims to provide leaders in Customer Experience (CX), Professional Services, and Operations with valuable insights and strategies for driving real business results through customer education.
Why invest in customer training?
Customer education programs help companies deliver consistent and valuable customer experiences, increasing product adoption and securing recurring revenue by building trusting and long-lasting customer relationships. Don’t believe us? These numbers speak for themselves:
- 79% of business leaders cite customer education as an integral element of their CX strategy.1
- CX leaders saw a 26.2% improvement in customer satisfaction after implementing customer education programs. 2
- CX leaders who invest in customer education have reported a 15.5% decrease in customer support costs.2
While many business leaders understand the importance of CE, many aren’t sure what tools they need to start their own customer training program. If you don’t manage training at your company, you may think that HR and L&D are the only departments that can touch your company’s Learning Management System (LMS). You may also associate LMS platforms with internal training such as compliance or onboarding. This comprehensive customer education guide chips away at these misconceptions by offering customer education tips that CX, Professional Services, and Operations leaders can use to unlock customer loyalty, reduce support ticket volume, boost product adoption, and create new revenue opportunities.
Maximizing the value of customer training
In many organizations, L&D departments are looking for ways to demonstrate their value while operating with constrained resources. Across the aisle, CX teams are under pressure to solve increasingly complex customer issues in record time, with personalized service that leaves customers satisfied and ready to renew their subscriptions. In times of economic uncertainty and organizational change, business leaders are looking to maximize the value of L&D investments while minimizing the strain on their customer support teams. The Customer Training Playbook presents a surprisingly easy solution to all three of these challenges: developing and delivering personalized, easy to access customer education within the LMS.
By aligning training goals with business objectives, and integrating shared learning tools into their respective workflows, L&D and CX teams can collaborate to create effective and engaging customer training that not only improves the customer experience but drives growth and recurring revenue.
Improving self-service options for customers
The Customer Playbook explores how customer expectations have changed, with the rise of AI accelerated the demand for frictionless, personalized support across industries and verticals.
Self-service features help CX teams meet shifting expectations by empowering customers to resolve their own issues via AI chatbots and conversational AI tools, forums, help desk articles, microlearning modules, and video tutorials. This can lower the volume of tickets flooding customer support desks, reserving more complex issues for busy customer support reps. The Customer Training Playbook emphasizes the importance of using your LMS to create frictionless self-service in the form of personalized, just-in-time customer training programs. LMS features that improve self-service customer training include:
Making customer training data-driven
Measuring the success of your customer training programs is essential for continuous improvement. The Customer Training Playbook emphasizes the importance of tracking not just ROI, but other key performance indicators (KPIS), such as Net Promoter Scores (NPS), Customer Satisfaction Scores (CSAT), and Time to Value (TTV).
Your LMS can be a valuable tool for gathering insights into your training programs. The Customer Training Playbook highlights how using an LMS can help you:
- Track Learner Progress: Monitor individual and group training progress.
- Identify Skills Gaps: Pinpoint areas where customers may need additional support.
- Optimize Training Content: Refine training materials based on data-driven feedback.
Customer training case studies
The Customer Training Playbook also highlights real customer training success stories from Litmos customers, including Dream Vacations, a global travel company, and NAVBLUE, a services company by Airbus, dedicated to Flight Operations solutions and services for airlines and aircraft operators.
Dream Vacations has been using Litmos LMS since 2013 to deliver a wide range of training materials to their travel advisors. From 2023 to 2024, they saw a significant increase in learning module consumption, with over 98,000 customer training modules completed. The cost-effective, flexible, and scalable nature of Litmos, with a per-user cost of under $3, has allowed franchise owners to manage training independently and at their own pace.
NAVBLUE launched NAVBLUE Academy in 2017 using Litmos to provide global customer training. They have set up 250 customer accounts, trained 50,000 customers, and over 2,000 employees. NAVBLUE has developed several hundred courses from scratch using Litmos Content Authoring Tools and a single-source content creation strategy, leading to a reduction in support tickets and improved customer education.
Driving revenue with your LMS
Business leaders don’t need to invest in CRMs or standup a brand-new customer training team to begin driving revenue through external training. The Customer Training Playbook argues that scalable customer training can happen when CX and L&D teams work cross-functionally to get the most out of their LMS. Whether you’re using your existing LMS, or you’re in the market for a new one, make sure to prioritize the following capabilities:
- Customizable Reporting: Make sure your teams can generate detailed reports to track the performance of your training programs.
- Real-Time Analytics: Explore how your LMS can help you use real-time data to make informed decisions and adjustments.
- Seamless Integrations: Ensure that your LMS integrates with your company’s HRIS, CRM, and other business tools, to streamline the training process.
- Flexible Training Content Creation: Review your LMS content library and content authoring capabilities, to make sure that your admins can quickly and consistently update and distribute training materials to keep up with changing customer needs.
Selling courses with your LMS
Empowering customers to solve their own problems not only decreases customer support ticket volume, it can also foster a sense of pride and ownership amongst your most active users.
Monetizing customer training by selling courses in a public catalog or in the form of certifications, can help companies capitalize on this enthusiasm. The Customer Training Playbook outlines a few ways in which learners can pay for external training – from buying courses la carte, or as part of a subscription – and provides tips for selling training courses.
The play-by-play: a customer training guide for business leaders
Customer education is a powerful tool that can significantly enhance your business outcomes. By leveraging your existing LMS, you can reduce costs and administrative overhead while ensuring that your training content can be easily customized to serve a variety of customers. This approach not only improves the training experience but also aligns training with your business goals, making it a strategic investment.
By leveraging the right tools to create, deliver, and monitor training, working cross-functionally with key stakeholders, and creating customer feedback loops, your organization can transform its customer training program into a powerful tool for business growth. Whether you’re looking to increase customer satisfaction, drive product adoption, or boost revenue, the right LMS can make all the difference.
Ready to take your customer training to the next level? Download the Litmos Customer Training Playbook to accelerate your customer education strategy and making the most of your LMS today!
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