How to use Customer Training to Streamline Onboarding and Adoption

Training is a vital element to success for many industries. As industry leaders, we tend to focus exclusively on the training and development of our employees. In the process, we’re missing out on the opportunity to train our partners. 

No doubt, it is key to our day-to-day operations to ensure our employees are well-trained. Yet, training our partner and dealer networks is also crucial for securing repeat business. 

Getting partners to adopt and use the tools and services you provide them can be challenging as an extended enterprise. You’ve spent countless hours researching, developing, and testing to create the best possible solution for your customers, but if your products aren’t being positioned properly, sold correctly, or supported after the sale by trained service personnel, your customer satisfaction drops, and you take the hit.   

Starting Strong with Good Onboarding

Setting the foundation for a successful and long-lasting partnership is essential. Onboarding your partners is a critical milestone in your business relationships. 

Onboarding allows your partners to become proficient in using your products and services. Your onboarding processes will be quick, efficient, and beneficial to your partnership. 

What are some of the best ways to provide onboarding in your network? Here are a few best practices to consider:  

• Define the onboarding process: The first step in onboarding your partners is defining a clear roadmap. Include key milestones to achieve and a timeline for completion. Communicate the process and what is to be expected throughout the onboarding journey.
• Establish clear lines of communication: Communication is vital during the onboarding process. Manufacturers should communicate with their partners, including regular check-ins, updates, and feedback sessions. This helps to build trust and ensure that the partner is on track.
• Provide ongoing support: Onboarding is not a one-time event but a continuous process. Continuous support will ensure your partners are proficient in using your products. Your support will also allow them to maximize the value of your products.

Provide Training to Improve Retention

What do you do when customers may not fully understand how to use your products? This can lead to frustration, confusion, and disinterest in your brand. How can you assist your partners in building confidence in your products? 

To help overcome this challenge, OEMs should provide comprehensive customer training. This training will help your partners understand the products, services, and processes involved in using them. Design the training in a way that makes it easy for partners to understand and follow. Customize the training based on the partner’s specific needs. 

Investing in partner training has several benefits. It leads to increased retention rates, as customers are more likely to stick with a partner and a product they feel confident using. Additionally, offering training helps build trust and credibility between you and your partners and between your partners and your customers. It proves that you are invested in your partners’ success by making training available. 

So, how can extended enterprises go about providing effective customer training? Here are some best practices to keep in mind:  

• Make it accessible: Offer training that is easily accessible to customers and partners alike. This could be in the form of online tutorials, videos, or live webinars. Make sure that the training material is available 24/7, so customers can access it at a time that works for them.
• Keep it simple: Use language and visuals that are easy to understand. Avoid technical jargon and ensure that the training material is presented in an approachable way for all users.
• Customize it for your audience: Tailor your training to the different needs of your customers.  Offer different levels of training for users in beginner, intermediate, and advanced stages.
• Encourage feedback: Ask for customer feedback on the training material and make changes based on what they say. This will help you continually improve your training offerings and exceed your customers’ needs.

Let an LMS do the Heavy Lifting

An LMS (Learning Management System) is a software platform used for educational or training materials. Businesses can use an LMS to manage, track, and deliver training materials. These materials can be distributed to your employees and partners alike! An LMS simplifies your onboarding process and provides ongoing support across your partnerships. 

Extended enterprises have many moving parts with suppliers, dealers, and distributors. An LMS can be an effective tool for manufacturers who operate with a network of partners. Using an LMS will allow you to personalize the customer training experience. And as regulations change, an LMS can ensure that everyone in the network is up-to-date. At LatitudeLearning, we believe that learning experiences should be personalized. Customized materials are more likely to provide optimal engagement and retention. 

How can you customize your onboarding and training experience for your partners? Here are some significant ways that LatitudeLearning can help:  

• Data and analytics: One way an LMS can personalize the training experience is by using data and analytics. This process can determine the learning preferences, performance, and skill gaps of each user in the network. Based on this information, the LMS can recommend more resources to fill those gaps. For example, if a supplier struggles with a specific application, the LMS can recommend additional training to help them improve.
• Programs for specific roles: an LMS can provide a customized training experience. By creating customized training programs, extended enterprises can cater to their partners. For example, manufacturers can create training programs that are specific to the role of each individual in the network. There can be specific training for dealer sales, product distribution, or supplier processes. This ensures that each person receives the proper training to perform their job effectively. An LMS can create a strong culture of learning and continuous improvement.
• Self-paced training: An LMS can provide a flexible and accessible learning experience. With an LMS, individuals can access training materials and courses at their own pace and on their own schedule. Accommodating their busy schedules ensures that everyone has an equal opportunity to learn. Additionally, an LMS can be accessed from anywhere with an internet connection. This allows remote employees to take part in training and development opportunities.

Customer training is a key component of success for extended enterprises. By offering accessible, simple, and customized training, you can improve your onboarding process, increase retention rates, and build customer trust. 

An LMS can make personalizing the customer training experience a breeze. By using data and analytics and providing a flexible learning experience, you can ensure that everyone has the knowledge and skills they need to succeed. 

Don’t let the challenges of getting customers to use your products get in the way of success. Invest in customer training and watch your product adoption soar! Subscribe to our blog for more onboarding, training, and learning insights.