Customer Success Glossary

Customer training is an essential part of customer lifecycle. Customers prefer step wise guidance to ensure they achieve maximum value out of product/service in no time. Customer training is all about facilitating the product adoption, and enabling the customers to achieve Desired Outcome using the product.

Training is of two types:-

• Self Training (product collaterals, Knowledgebase, tutorials, recorded webinars, videos)
• Training by Product Experts/Customer Success Managers (demo’s, webinars, online sessions)

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Customer Success Managers learn the business objective, and help customers getting on board with the product. There could be short term or long term goals, hence it’s important to follow a well defined training roadmap/plan.

• Understand the “Desired Outcome” for which customer has purchased the product
• Break down the business use case/objective into different “Goals”
• Define timeline to achieve each Goal
• Set up trainings corresponding to each Goal
• Track product usage post trainings
• Measure the success rate of each Goal

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