The Benefits of Customer Education and How eLearning Can Help

Post launch of a new product or concept, begins the vicious cycle of customer acquisition followed by a tutorial to get the customer familiar with the product. This is a major challenge for every organization, failing which, the consequences could be dire leading towards inefficient usage, poor user experience, frustrated consumers, and falling adoption rate, among others. A study by a professor from MIT Sloan School of Management, Massachusetts showed that among the 9,000 new products that achieved broad national level distribution, about 60% were discontinued within three years and a few suffered negative perception of utility. This is an indicator that uneven usage is among the major reasons for their failure. This issue is a matter of concern for enterprises and start-ups alike in terms of when a new technology with lack of precedent is launched. It would be a tragedy if the product fails to generate critical mass, not because the product lacked the necessary features but because the features and their correct usage was not conveyed to the end user.

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