How Quality Customer Education and Training can enhance Value Delivery

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If you have a great product or service, you want your customers to get to the “aha!” moment ASAP. But thanks to the hyper-competitive market of today and its technological advances, products have become inherently complex. Therefore, to get your customer to realize your product’s value, it is essential to have good customer training programs as a part of your onboarding process.

In this Implementation Stories session, Brittany Lockwood, CSM at Dealpath, talks about:

• Focusing on value when delivering training to customers
• Dedicating more time to effective discovery
• Going deeper with your discovery approach

Brittany is a CS professional from the San Francisco Bay Area with over six years of experience across multiple industries. She’s currently working at Dealpath, a real estate tech company. She helps clients optimize their real estate deal management workflows. Before Dealpath, Brittany worked as a Customer Enablement Consultant at Beamery and CSM at TalentBin by Monster, both in the HR Tech and Recruitment space. She is passionate about helping her customers find value, especially through quality education and training.

Key Takeaways

• The Grade School Teacher Tactic: Ask everyone to introduce themselves during the training session and note their names. Calling out their names randomly during the session will prompt them to stay engaged and pay attention.
• Before the implementation kickoff call, contact the sales representative who sold the deal to get some background on who the customer is and their buying reasons. Then, during the kickoff call, explain what you’ve heard, ask open-ended questions, and let the customer talk.
• Customers feel empowered if they learn about your product via self-serve learning; encourage them to ask questions if needed. Make it self-paced, and let them choose when they can learn and skip the parts they already know.
• Have a system/platform to track and report on the progress of learning completion. Cross-reference that with the product usage as well. Send progress reports to the project leads and other higher-level stakeholders on your and customer side to have a sense of training completion rates.
• Align your recurring CS meetings with your product release schedule. This ensures that you have some new product updates to provide to your customers most of the time, thus showing the value you bring to them and the constant evolution of your product.