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A guide of best practices and examples
YOUR PARTNERS & CUSTOMERS
2How to train your partners and customers | A guide of best practices and examples
Finding new business. Closing deals.
Retaining customers. What do all of
these have in common?
They all require a deep awareness of your organization’s evolving role in
the marketplace in order to be successful. It’s assumed that you’re making
sure employees know and understand the benefits and use cases of your
products and services. But have you stopped to consider if your extended
network of partners and customers fully know the value of your offerings?
If not, you could be missing out on a hefty opportunity to boost sales and
customer loyalty—through training.
page 3 How to train your partners and customers
3How to train your partners and customers | A guide of best practices and examples
Boost loyalty: When partners and customers know how to effectively sell and
use products and services, they will remain more loyal because they are able to
provide and receive top-notch customer service.
Sell more: With more knowledge about what they’re selling, partners will
provide better service and be able to sell more products.
Decrease costs: Training a large group of, say, sales associates can cost a lot
of time and money when teams are dispersed across the country. A learning
technology lets a company connect with teams across different locations while
boosting the productivity of training.
Why training customers
and partners matters
4How to train your partners and customers | A guide of best practices and examples
Now that we know why training the extended network is a
must-do, let’s dive into how we do it.
Here are 8 best practices:
5How to train your partners and customers | A guide of best practices and examples
Create a central location for
all training resources
Benefit: One centralized portal makes it easy to deliver and maintain
consistent training, ensuring employees, partners and customers are all up-
to-date on the latest resources.
6How to train your partners and customers | A guide of best practices and examples
Provide real-time training
on new products
Benefit: With a technology-based learning system,
the time lag between rolling out a new product
and educating the extended network is eliminated,
increasing partners’ and customers’ ability to
provide stellar service.
7How to train your partners and customers | A guide of best practices and examples
Address common issues that
the extended network reports
Benefit: When partners are armed with the answers to FAQs,
companies can reduce the number of redundant questions
to the call center, and partners and customers can get the
answers they need faster.
Q
FAQ’S
A
Q
A
8How to train your partners and customers | A guide of best practices and examples
Collaborate across social channels
Benefit: Companies that engage partners and customers on wikis,
blogs, social network profiles and forums provide continuous learning
opportunities no matter where the extended network is online — this also
creates an opportunity for partners and customers to share knowledge and
learn from others’ experiences.
9How to train your partners and customers | A guide of best practices and examples
Incorporate company procedures
and standards
Benefit: When risk and compliance training is baked into customer and
partner enablement, companies mitigate problems that could result from a
lack of communication with partners and customers.
10How to train your partners and customers | A guide of best practices and examples
Create competition with
certification programs
Benefit: Everyone has a small — or big — competitive streak, so offering
various levels such as gold, silver and bronze motivates the extended
network to continue learning.
11How to train your partners and customers | A guide of best practices and examples
Monitor the success of programs
through an analytics dashboard
Benefit: Companies can measure the impact of their training on sales
performance and customer satisfaction — plus they can see how partners
and customers prefer to learn.
12How to train your partners and customers | A guide of best practices and examples
Turn learning technology
into a revenue stream
Benefit: By offering customers and partners training at a cost, companies can
create a new source of revenue while offsetting the technology investment
costs. For example, tech companies commonly derive 6 to 10 percent of total
revenue from training.
13How to train your partners and customers | A guide of best practices and examples
How do we know these are best practices? Many
companies have proven that extended network
training boosts their performance.
Let’s take a look at three companies that drove big results:
14How to train your partners and customers | A guide of best practices and examples
MetroPCS, a wireless communications service, created Metro University with
80 dynamic online courses to train 5,000 dealers and sales associates about
the latest technology and rate plans.
3 big results:
Increased productivity
and profitability.
Accelerated onboarding
of new associates.
Instant ability to analyze the
number of completed courses
against the amount of sales.
1 2 3
15How to train your partners and customers | A guide of best practices and examples
Education isn’t just about teaching students, it’s about teaching educators and
superintendents too. That’s what Pearson Education, a media and education
company, did by providing educational and professional development training
to 30,000 members of its extended network.
3 big results:
Updated courses on
a rolling basis.
A fully trained
global network.
Record course completion
and certifications.
1 2 3
16How to train your partners and customers | A guide of best practices and examples
American Bankers Association, a financial company that provides compliance and skills-based
training to bankers, has a highly engaged extended network of 130,000 bankers who complete
150,000 courses each month. After a bank’s staff completed the courses, one bank increased new
customers by 70 percent, and another bank saved $47,000 annually on professional development
and compliance training.
3 big results:
Reduction of costs.Ability to drive return
on training investment.
Custom learning
opportunities.
1 2 3
17How to train your partners and customers | A guide of best practices and examples
No need to wait — it’s time to dive into
training the extended network!
18How to train your partners and customers | A guide of best practices and examples
Learn more at www.csod.com
Cornerstone OnDemand is a leader in cloud-based applications for talent management. The company’s solutions help organizations recruit, train,
manage and engage their employees, empowering their people and increasing workforce productivity. Based in Santa Monica, California, the company’s
solutions are used by over 1,700 clients worldwide, spanning more than 14.5 million users across 191 countries and 41 languages. For more information
about Cornerstone, visit csod.com. Read Cornerstone’s blog at csod.com/blog. Follow Cornerstone on Twitter at twitter.com/CornerstoneInc. Like
Cornerstone on Facebook at facebook.com/CSODcommunity.

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How to Train Your Partners & Customers

  • 1. A guide of best practices and examples YOUR PARTNERS & CUSTOMERS
  • 2. 2How to train your partners and customers | A guide of best practices and examples Finding new business. Closing deals. Retaining customers. What do all of these have in common? They all require a deep awareness of your organization’s evolving role in the marketplace in order to be successful. It’s assumed that you’re making sure employees know and understand the benefits and use cases of your products and services. But have you stopped to consider if your extended network of partners and customers fully know the value of your offerings? If not, you could be missing out on a hefty opportunity to boost sales and customer loyalty—through training.
  • 3. page 3 How to train your partners and customers 3How to train your partners and customers | A guide of best practices and examples Boost loyalty: When partners and customers know how to effectively sell and use products and services, they will remain more loyal because they are able to provide and receive top-notch customer service. Sell more: With more knowledge about what they’re selling, partners will provide better service and be able to sell more products. Decrease costs: Training a large group of, say, sales associates can cost a lot of time and money when teams are dispersed across the country. A learning technology lets a company connect with teams across different locations while boosting the productivity of training. Why training customers and partners matters
  • 4. 4How to train your partners and customers | A guide of best practices and examples Now that we know why training the extended network is a must-do, let’s dive into how we do it. Here are 8 best practices:
  • 5. 5How to train your partners and customers | A guide of best practices and examples Create a central location for all training resources Benefit: One centralized portal makes it easy to deliver and maintain consistent training, ensuring employees, partners and customers are all up- to-date on the latest resources.
  • 6. 6How to train your partners and customers | A guide of best practices and examples Provide real-time training on new products Benefit: With a technology-based learning system, the time lag between rolling out a new product and educating the extended network is eliminated, increasing partners’ and customers’ ability to provide stellar service.
  • 7. 7How to train your partners and customers | A guide of best practices and examples Address common issues that the extended network reports Benefit: When partners are armed with the answers to FAQs, companies can reduce the number of redundant questions to the call center, and partners and customers can get the answers they need faster. Q FAQ’S A Q A
  • 8. 8How to train your partners and customers | A guide of best practices and examples Collaborate across social channels Benefit: Companies that engage partners and customers on wikis, blogs, social network profiles and forums provide continuous learning opportunities no matter where the extended network is online — this also creates an opportunity for partners and customers to share knowledge and learn from others’ experiences.
  • 9. 9How to train your partners and customers | A guide of best practices and examples Incorporate company procedures and standards Benefit: When risk and compliance training is baked into customer and partner enablement, companies mitigate problems that could result from a lack of communication with partners and customers.
  • 10. 10How to train your partners and customers | A guide of best practices and examples Create competition with certification programs Benefit: Everyone has a small — or big — competitive streak, so offering various levels such as gold, silver and bronze motivates the extended network to continue learning.
  • 11. 11How to train your partners and customers | A guide of best practices and examples Monitor the success of programs through an analytics dashboard Benefit: Companies can measure the impact of their training on sales performance and customer satisfaction — plus they can see how partners and customers prefer to learn.
  • 12. 12How to train your partners and customers | A guide of best practices and examples Turn learning technology into a revenue stream Benefit: By offering customers and partners training at a cost, companies can create a new source of revenue while offsetting the technology investment costs. For example, tech companies commonly derive 6 to 10 percent of total revenue from training.
  • 13. 13How to train your partners and customers | A guide of best practices and examples How do we know these are best practices? Many companies have proven that extended network training boosts their performance. Let’s take a look at three companies that drove big results:
  • 14. 14How to train your partners and customers | A guide of best practices and examples MetroPCS, a wireless communications service, created Metro University with 80 dynamic online courses to train 5,000 dealers and sales associates about the latest technology and rate plans. 3 big results: Increased productivity and profitability. Accelerated onboarding of new associates. Instant ability to analyze the number of completed courses against the amount of sales. 1 2 3
  • 15. 15How to train your partners and customers | A guide of best practices and examples Education isn’t just about teaching students, it’s about teaching educators and superintendents too. That’s what Pearson Education, a media and education company, did by providing educational and professional development training to 30,000 members of its extended network. 3 big results: Updated courses on a rolling basis. A fully trained global network. Record course completion and certifications. 1 2 3
  • 16. 16How to train your partners and customers | A guide of best practices and examples American Bankers Association, a financial company that provides compliance and skills-based training to bankers, has a highly engaged extended network of 130,000 bankers who complete 150,000 courses each month. After a bank’s staff completed the courses, one bank increased new customers by 70 percent, and another bank saved $47,000 annually on professional development and compliance training. 3 big results: Reduction of costs.Ability to drive return on training investment. Custom learning opportunities. 1 2 3
  • 17. 17How to train your partners and customers | A guide of best practices and examples No need to wait — it’s time to dive into training the extended network!
  • 18. 18How to train your partners and customers | A guide of best practices and examples Learn more at www.csod.com Cornerstone OnDemand is a leader in cloud-based applications for talent management. The company’s solutions help organizations recruit, train, manage and engage their employees, empowering their people and increasing workforce productivity. Based in Santa Monica, California, the company’s solutions are used by over 1,700 clients worldwide, spanning more than 14.5 million users across 191 countries and 41 languages. For more information about Cornerstone, visit csod.com. Read Cornerstone’s blog at csod.com/blog. Follow Cornerstone on Twitter at twitter.com/CornerstoneInc. Like Cornerstone on Facebook at facebook.com/CSODcommunity.