There are numerous resources on making the all-important sales conversion, strategies to ensure your customer is onboarded, and how a Sales Enablement charter can help you achieve win rates. The success of a product, however, does not end here; there is most certainly another half of the puzzle that needs to be solved.
Customer Success is a strategy that needs to be aced as well, to truly claim victory in driving Product Adoption. When Customer Success is achieved, there is immense brand / product loyalty from your audience, and this is something that organizations strive for.
Finding new customers is a key sales activity, but retaining existing customers is just as critical for the organization. There is simply no point of onboarding a customer, only to lose the client in a couple of weeks or months. An organization must effectively drive product training well after they have been onboarded as well; provide insights and relevant content consistently to ensure the customer discovers the true value of your product. Only when this is achieved, an organization can claim Customer Success.
As we can see from the introduction, Product training is a lifelong process for the organization. Different audiences require varied levels of product expertise and this is true for an existing customer too. How does product training help existing customers? We break it down here:
These are multiple questions; however, there is only one answer – Product Training. There is simply no other way to drive Product Adoption to ensure Customer Success.
Research from a report Gauging Value: Answering the Training/Adoption Question reveals:
Product Training is what helps customers discover the true value of your product. Training is what moves a product from “good” to “great”. It is not enough that your product engineers are coming up with uber cool and trendy features; your customers need to be able to uncover those features and use it efficiently, and consistently. Your product has the potential to ease your customers tasks and responsibilities; you add value to your customer’s life. Build this value, make your product an invincible part of your customer’s life. The takeaways you ask? Goodwill, brand loyalty; your customers become a lifelong advocate for your product. Now, this is product success, and precisely how you create customer success stories.
Now that you are on-board on the importance of continuous product training to drive product adoption for customer success, you must already have a ton of ideas on content development. Creating relevant and timely content is critical, undoubtedly. There is however a key aspect to consider – Content Discovery. If content creation is one side of the coin, making that content easily available, accessible, and engaging is the other side. There is simply no point of creating content and being hidden somewhere in a dark maze. Again, multiple questions but one answer – LXP. A Learning Experience Platform makes your content visible at the right place, at the right time, and to the right people.
Personalization: Personalization has been a buzz word for a few years now. However, organizations are realizing its magnitude in driving product adoption for customer success only since recently. Did you know that you can create a custom learning path to deliver personalized training? Do you want to create positive learning experiences?
Deliver user-based recommendations to involve the customer to constantly learn more about the product / feature. Arrange training content in nested categories. Put your customer in the driver’s seat by providing personalized structured training.
Profile your customer, identify his preferences, goals and values – map interests. Using this hotline of information, align with specific product features to deliver content that is valued by the customer.
With personalization, you can deliver content of immense value to your customer. From customer’s preferences about new offers and tips on optimum usage to seamless integration with other enterprise apps and security concerns; there is alignment and synchrony in addressing the precise need. Further, the analytics from each content asset will give insights to the organization on what is getting the customer excited; content/product/features that resonate with your audience. Capitalize on this information to deliver greater impact and value.
Engagement: An important aspect is building product engagement. When your customers engage with your product consistently, they discover more about its usage and will make it an integral part of their life.
Did you know that multi-format content delivery increases engagement? Your customers might learn differently. So, create and deliver in any format they choose to learn. Be it an audio format, podcast, video, visual aid, text and ebooks, microlearning nuggets; create and repurpose content smartly to keep your content creation cost down.
We help our customers with supporting new and incremental product knowledge. Engage one step further – provide a platform to practice through virtual labs, simulation-based training, and virtual reality modules in 2D and 3D.
Here is an example of delivering a learning experience – a Virtual lab platform created for a client.
Provide an opportunity to collaborate or even improve practice through gamification and gamified learning.
Ensuring enhanced product engagement begins with creating and delivering engaging content. Use tools, resources and mediums to communicate product information to your customer; a quest that can be effortlessly realized through Origin Fractal. Every enjoyable experience that you create amplifies customer success stories to your product and organization.
Content Discovery What is the first thing we do whenever we are looking for information? We simply “google it”. We find results through our search engine and browse until we find answers. The reason we always do this is because of the ease of access or accessibility to a wide variety of knowledge, and convenience Google offers. Create meaningful content, make all this content easily available and provide a learning experience.
Access to Content: According to a survey, in the U.S, the average American has access to more than ten connected devices. Being connected to devices and the internet is now a natural part of our daily life. In such times, giving your learner that accessibility to content across devices will help them to continue learning at any time and place, picking up from where they left off. Create content and provide dynamic access to your assets for your customer.
World Class Support: Numerous studies have revealed that a customer will pay more for a product which offers better customer support. Make relevant content accessible at the touch of a button – troubleshooting, FAQ, illustrate solutions for common problems, best practices, etc., the options are plenty.
Deliver these solutions to your customer at the time-of-need. We have been helping our customers achieve just the same. Watch this video to see how Fractal LXP delivers training at the point of need.
Make it easy for the customer to view high-impact and valuable content anytime, anywhere with immediate access to solutions. Announce latest product updates and upgrades.
When the issues faced are solved or addressed immediately, it boosts confidence in the product, and adds value. A collaborative nurturing community of users is an important advocate to your product. Surround your customers with meaningful assets. Score high on customer satisfaction and build brand loyalty for life.
Driving Product Adoption and Customer Success is a complex process and our vision is to simplify that. With Origin Fractal LXP, create a competitive edge unlike any other legacy Learning Management Systems. Origin Fractal LXP provides avenues for positive customer experiences, builds customer retention and loyalty.
Would you like to see specific solutions that Fractal LXP delivered towards Customer Success? Would you like to know more about how we re-engineered training needs, and delivered enterprise-class solutions for industry leaders? Write to firstname.lastname@example.org; let us schedule a demo.