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Customer Training Best Practices Guide

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Download Customer Training Best Practices Guide

The Customer Training Best Practices Guide by The Craig Weiss Group outlines actionable strategies for onboarding, supporting, monetizing, and technically delivering effective e-learning programs to customers.

Key Customer Onboarding Strategies

  • Clear Value Proposition: Whether training is free or fee-based, send a welcome letter that clearly communicates the specific benefits and practical value of e-learning to adult learners.
  • Guided Access & LMS Orientation: Provide video courses or live walkthroughs demonstrating how to navigate both the course content and the LMS itself, rather than forcing users to rely on self-service help or chatbots.
  • Interactive Walkthroughs: Limit scheduled group walkthrough sessions to a maximum of 12 participants to ensure adequate time to address individual questions.
  • Personalized Follow-Ups: Follow up with participants via phone calls after a few days or send handwritten postal cards to build strong customer rapport.

Content Strategy & Support Optimization

  • Data-Driven Course Creation: Monitor LMS usage trends and page-level engagement to identify popular topics or knowledge gaps, using those insights to develop targeted mini-courses.
  • Self-Service Knowledge Base: Compile recurring questions from support tickets into an easily accessible FAQ or Knowledge Base to reduce support costs and calls.
  • Monthly Engagement: Distribute a monthly newsletter featuring best practices, common Q&As, prize drawings, and peer testimonials to maintain continuous learning habits.

Monetization, Delivery & Technical Considerations

  • Monetization & Incentives: Utilize competitive pricing, course bundling, subscription models, or free personal coaching/mentoring incentives with multi-course purchases.
  • Technical Clarity & Accessibility: Provide direct links for required software downloads, pop-up blocker instructions, and explicit browser compatibility requirements.
  • Bandwidth & Offline Sync: Avoid over-relying on high-bandwidth video content to accommodate global users with varying internet speeds, and promote LMS mobile app offline sync features.