Would You Travel Without a Map?

Imagine you’re planning a trip to a new destination. Would you travel without a map, itinerary, or even a clear idea of where you want to go? 

Most of us would not! (Perhaps the most adventurous would, but they’re the exception). 

We would choose a destination, plan the route, and maybe even pack a few essentials to make the journey smoother.

Customer training works the same way.

Launching a product without a clear training strategy is like traveling without a plan, you might end up somewhere, but it probably won’t be where you want to go.

The Pitfalls of “Just-in-Time” Training

When companies plan their go-to-market (GTM) strategy, it’s tempting to rely on “just-in-time” training, quick PowerPoints, ad-hoc sessions, and last-minute content. 

This approach might check the box for immediate needs, but it puts a huge burden on the customer success and training teams. Hours are spent scrambling to deliver sessions, and the results are often inconsistent.

But here’s the real question: What happens after the training?

Who takes over the customer’s journey? How do you keep them engaged and ensure they’re actually using your product?

Without a strategy, these questions go unanswered because there are no metrics to measure them. This leaves customers to figure things out on their own and your team to handle a flood of support requests.

Why a Customer Training Strategy Matters

A true training strategy is your roadmap.

It helps you:

• Define your destination: What do you want your customers to know and do at each stage?

• Assess what’s truly important: A strategy helps you prioritize what’s essential vs. what’s just “nice to have,” reducing the burden on your team.

• Align your teams: When everyone knows the plan, it’s easier to bring in the right people from product, marketing, and support to help your customers at every step.

• Build over time: You don’t need videos and self-paced courses from day one. It’s okay to start with an MVP and evolve your training as you learn what works.

The Power of a Plan: What the Data Says

But that’s just the beginning. 

The same study revealed:

• 38.3% increase in adoption 

• 26.2% improvement in customer satisfaction

• 34.6% increase in average lifetime value per trainee

These results aren’t just impressive, they’re game-changing! 

And they’re only possible with a strategic, thoughtful approach to customer education.

The Power of a Plan

Just like a well-planned trip, a customer training strategy keeps you focused, aligned, and ready for whatever comes your way. It ensures your customers get the support they need, not just at launch, but throughout their entire journey with your product.

Don’t leave your customers (or your team) stranded.

Start with a destination in mind, and build your training strategy before you launch.

Ready to Map Out Your Customer Training Journey?

If you want your next product launch to be a success, start building your customer training at least six months out. 

That’s how you ensure your customers see value, adopt your product quickly, and keep coming back for more.

Ready to get started or want help planning your training timeline?

Let’s connect and make your next launch a success.

Until next time,

Manasi