Is Your Customer Education Effective? What is Effective?

When a software company decides it needs to start investing in customer education, it is typical to begin with an introduction course, followed by a course for administrators or to develop an advanced course covering topics not covered in the introduction course. In most cases, this gets the job done. However, there are two problems with this approach. First, this approach does not necessarily address customer needs or business goals. Second, this approach forces a product-centric view of training, teaching features for the sake of teaching features. In either case, the training may not be advancing business or helping customers learn and adopt your product. 

The Training Needs Analysis

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