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Customer training glossary & common terms

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Confidently navigate through the nuances of extended enterprise learning with our Customer Training glossary and learn how a dynamic training platform can truly help your customers reach their goals. Emerge yourself in the world of customer segmentation, usage tracking, certification programs, and more. So sit back and study the concepts that allow customers, partners, and vendors to become confident with a product.

Adaptive learning paths

Customized learning journeys that adjust based on a customer's, partner’s, and vendor’s progress and performance. Adaptive learning paths personalize the training experience to individual needs and abilities.

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Assessment

Methods and tools used to evaluate a customer's, partner’s, or vendor’s understanding and proficiency after completing training. Assessments help measure the effectiveness of the training program.

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Certification programs

Formal programs that validate a customer's mastery of specific skills or knowledge related to a product, service, or offering. Certification programs often involve assessments and can enhance a customer's, partner’s, or vendor’s credibility.

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Content personalization

Tailoring training content to match the specific needs, preferences, and skill levels of individual customers, partners, and vendors. Content personalization enhances relevance and effectiveness.

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Customer churn

The rate at which customers discontinue using a product or service. Training can play a crucial role in reducing customer churn by ensuring customers, partner’s, or vendor’s are effectively onboarded, engaged, and continually trained.

Customer empowerment

Fostering a sense of confidence and independence in customers, partners, and vendors through training. Customer empowerment ensures that customers, partners, and vendors feel capable and self-sufficient in using the product.

Customer feedback surveys

Structured surveys designed to gather insights from customers about their training experiences. Customer, partner, and vendor feedback surveys help assess satisfaction, identify areas for improvement, and gauge the effectiveness of training initiatives.

Customer learning portal

A dedicated online platform where customers can access training materials, resources, and support. The customer learning portal serves as a centralized hub for all educational content.

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Customer loyalty

A customer's inclination to continue using a product or service over time. Effective training contributes to customer, partner, and vendor loyalty by enhancing their product knowledge and satisfaction.

Customer onboarding

The process of familiarizing new customers, partner’s, and vendor’s with a product or service. Customer onboarding training aims to accelerate the customer's ability to use and derive value from the offering.

Customer retention

Strategies and initiatives aimed at keeping customers engaged and satisfied to prevent them from switching to competing products or services.

Customer satisfaction

The degree to which customers feel content with the training they receive and the overall experience with a product or service.

Customer success

A business strategy and practice that focuses on ensuring customers achieve their desired outcomes with a product or service. Customer success training equips customers, partner’s, and vendor’s with the knowledge and skills needed for successful product adoption.

Customer success plan

A personalized plan outlining the steps and resources required to help a customer, partner, or vendor achieve their specific goals with a product or service.

Engagement metrics

Quantifiable measures that assess customer engagement with training content. Engagement metrics may include participation rates, completion rates, and interaction levels.

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Feedback loop

A continuous communication process where customers provide feedback on the training experience. The feedback loop helps identify areas for improvement and ensures ongoing relevance of training content.

Feedback mechanism

Methods and channels for collecting feedback from customers, partner’s, and vendor’s regarding their training experiences. Feedback mechanisms help assess the effectiveness of training initiatives.

Gamified learning

Incorporating game elements, such as points, badges, and challenges, into training content to enhance customer, partner, and vendor engagement and motivation.

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Interactive tutorials

Training modules or guides that actively engages customers, partner’s, or vendor’s in the learning process. Interactive tutorials use multimedia elements and hands-on exercises to enhance understanding and retention.

Knowledge base

A centralized repository of information, often accessible to customers, partner’s, and vendor’s containing articles, guides, and FAQs to support self-directed learning and issue resolution.

Learning experience platform (LXP)

An advanced digital platform designed to offer a personalized and engaging learning experience for customers. LXPs often go beyond traditional LMS capabilities, incorporating social learning, content curation, and adaptive learning paths.

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Learning management system (LMS)

A software application or platform that facilitates the management, delivery, and tracking of educational content. In the context of customer, partner, and vendor training, an LMS is used to organize and administer training materials for customers.

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Onboarding

The process of familiarizing new customers, partner’s, or vendor’s with a product or service. Customer onboarding training aims to accelerate the customer's ability to use and derive value from the offering.

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Product knowledge training

Training sessions or materials designed to educate customers, partner’s, and vendor’s about the features, functionalities, and benefits of a product. Product knowledge training enhances customer confidence and competence in using the product.

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Product-led growth

A growth strategy where the product itself serves as the primary driver of customer acquisition, retention, and expansion. Effective product-led growth often involves comprehensive training.

Remote training

Training delivered to customers, partner’s, and vendor’s at a distance, often using online tools and technologies. Remote training allows for flexibility and accessibility, especially for customers in different geographic locations.

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Retention strategies

Techniques and approaches aimed at retaining customer knowledge and skills acquired through training over the long term. Retention strategies may include refresher courses, ongoing support, and knowledge reinforcement.

Segmentation

The process of categorizing customers, partner’s, and vendor’s based on specific characteristics, needs, or behaviors. Segmentation allows for the tailoring of training content to different customer groups.

Self-service learning

A training approach that empowers customers, partner’s, and vendor’s to independently access and learn from educational resources. Self-service learning minimizes reliance on support teams and enables customers to find answers on their own.

Training Modules

Modules or segments of training content designed to convey specific knowledge or skills to customers, partners, and vendors.

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Usage tracking

The monitoring and analysis of how customer’s, partner’s, and vendor’s use a product or service. Usage tracking helps identify areas for improvement in training and product features.

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