The success of an organization does not always rely solely on the people who work there. Businesses have a network of customers, partners and other stakeholders who can have a tremendous impact on outcomes. However, for many of these companies, leveraging learning to enhance these relationships is a missed opportunity.
One of the main reasons this opportunity is missed is because the extended enterprise is such a disparate and varied web of audiences, each with its own needs, outcomes and relationships to the business. Take all the challenges L&D teams face with internal learners and multiply them by ten.
It is critical to get a handle on delivering effective learning experiences to these groups. For customers, it provides an opportunity to ensure they know everything they need to know to achieve success with a company’s products and services. Impactful customer training leads to higher customer satisfaction and less reliance on support desks or call centers. It’s also an opportunity to enhance the customer relationship, leading to more renewals and upselling.