Make Sure Your Channel Partner Training Aligns With Your Business KPIs

March 8, 2016

 

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To get a clear picture of the return-on-investment for your elearning program, it helps to make sure that the learning outcomes are closely aligned with business-level KPIs your company already works with.

Let’s take the example of training for your value added resellers. Some of the ways you know how well that function is doing include tracking performance on customer satisfaction, churn, net promoter score, etc.

So when you are designing online training for these channel partners, you’ll be able to measure the value of that training better over the long-term if the the learning outcomes are built with those KPIs in mind.

Naturally, that will also influence the content of the courses so that offering the right elearning topics has a direct impact on how satisfied customers are with your product, whether they will stay with you and how they will talk about you to others. Let's take a look at some typical customer-facing KPIs and how they should align with the outcomes of your elearning program.

KPI – Overall Satisfaction and NPS

Probably the most important KPIs of all are how satisfied your customer is with the service or product or if they would recommend it. This is usually captured as Net Promoter Score (NPS). So providing elearning courses for your channel partners that drive performance in this area is crucial.

Related reading: How Customer Training Can Impact Your Net Promoter Score

For example, courses that teach how to communicate with your customers will help VARs to talk about your product in an educated way. Depending on the experience of your channel partners, you may offer basic training in good communication skills.

Some potential learning outcomes from these types of courses might be:

  • Able to understand and identity what good communication and its benefits.
  • Able to apply best practices when engaged in an online chat.
  • Able to correctly check for a satisfactory resolution to a customer question.

Outcomes like these can be indicators of the value of your training program. Positive results on these means the course is effective, and if the results move in tandem with your business KPIs, it means you have good alignment and the course supports the business goals.

Related reading: Use Customer Success Training to Keep Evangelists from Falling Through the Cracks

Let’s look at some other examples.

KPI – Churn Rate

The churn rate is the number of customers who decide not to renew after their subscription for a particular service ends. Although predicting the churn rate of your customer base is not an exact science, a proactive channel parnter elearning program can help lower your churn rate by enabling representatives to retain customers.

For instance, when they are better instructed on how to deal with their confused customers, they're less likely to think of the situation as your company's fault. So in elearning courses like this, some potential outcomes might be:

  • Know how to handle common customer questions.
  • Know how to identify unused features in the project and to recommend them.
  • Know how to refer customers to the appropriate documentation or learning modules.

KPI – Upsells, Cross-Sells and LTV

Upselling and cross-selling are important business drivers that increase the customer life-time value (LTV). A solid elearning program should teach your channel partners how they can get those upsells and cross-sells.

Some of this has to do with communication, but a lot of it has to do with teaching selling techniques that not everyone may come to their job with. Elearning courses should include topics such as easy tools for selling, the fundamentals of the selling process, and how to look for potential sales leads.

Some KPI outcomes may include:

  • Can apply basic tools and fundamentals for sales success.
  • Can apply basic sales communication skills.
  • Can identify and foster potential sales leads.

Measure what matters

Again, high scores on learning outcomes like these in your training program doesn’t necessarily prove a return on investment for your elearning program. But it is a persuasive indicator.

The key is to make sure you know what business results your company values enough to measure, whether it’s NPS, churn or LTV, and then to make sure you are designing your courses and learning goals in alignment with those KPIs.

 

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