Building Effective Customer Education Programs

by Northpass

Learn how software companies can use online learning to augment existing customer training efforts.


Whether used alone or in conjunction with other training methods, online customer education can help you create engaged, well-trained users who meet their product goals. It provides more effective, personalized education for your users by letting them work at their own pace, from any device, anywhere in the world.

Key Chapters

  1. Introduction

    The customer success landscape has changed. Technology companies are producing more complex software, which can often overwhelm customers during the onboarding process.

  2. What is Custom Training

    Today’s forward-thinking companies are using new approaches to customer training-including online webinars, knowledge bases, live chat, and online courses.

  3. How Do Companies Train Now

    Successful companies have largely moved past the 300-page user manual, but many are still operating in the past when it comes to the way they deliver customer training. Let’s examine four of the most common ways of delivering training, and learn ways to augment them with online learning.

  4. One-on-One Consulting

    Most customer training efforts begin as one-on-one consulting. When products are new and only have a small number of users, white-glove onboarding and education makes sense.

  5. In Person Seminars (One-to-Many)

    A popular training method involves in-person, one-to-many seminars and training sessions. These carry the benefit of allowing a trainer to teach dozens or even hundreds of people at once.

  6. Online Webinars

    Webinars are a very popular form of training, simply because they offer many of the benefits of in-person training at a much lower cost.

  7. Written Documentation

    Written documentation is still alive and well in the form of knowledge bases, FAQs, and inline help documents.

  8. Getting Started With Online Training

    When you find yourself spending more and more of your time giving the same talks and training, online courses may be the next logical step.

  9. How Can Companies Create Original Courses

    Augmenting traditional training with online courses introduces new sets of tools and capabilities to customer training.

Training is not just about the product; it's about getting the user to their desired outcome. Robust customer training programs can shorten the "time to first value" - the moment when the user sees exactly what she can accomplish with your product. A marketing professional may get excited about creating an email campaign through an email software solution, for example, but she will be very excited when they improve their conversion rates after a simple change to the message.

If you are thinking of augmenting your existing customer training efforts, then guess what: Northpass already thought about it for you. This interesting eBook, Building Effective Customer Education Programs will get you through the basics and help you master ways of not overwhelming your customers and at the same time succeeding at holding on to them and keep them happy, like webinars and one-on-one consulting to name few.

Christopher Pappas

Christopher Pappas
Founder of The eLearning Industry's Network