Skip to main content
ServiceXRG
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Let’s Talk
ServiceXRG
  • Member Login
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
    • Resource Library
    • Blog
  • Let’s Talk

Blog : Ten Strategies to Build Customer Proficiency

  • Previous Post
  • All Posts
  • Next Post

Ten Strategies to Build Customer Proficiency

By Tom Sweeny August 20, 2021

Build customer proficiency with your products and you'll reduce the demand for Support.

The more you can build customer proficiency with your products, the more good things will happen. You’ll increase product adoption, a positive indicator for future purchases. And you’ll reduce the need for customers to contact your Support teams, giving you more runway to scale your Support operations.

Companies need to look beyond just helping customers help themselves and consider how they can build customers’ expertise so they can use and apply products more competently. Proficiency will require companies to move beyond a reliance on self-help-focused strategies and invest in building the foundational technical and business skills customers need to use products fully and successfully.

Leverage these 10 strategies to build customer proficiency, speed product adoption, and reduce the need for support assistance:

  1. Define formal onboarding procedures that can assess customer proficiency and recommend appropriate skills development and training.
  2. Establish a skills inventory and recommended training plan as part of onboarding and adoption planning.
  3. Provide access to on-demand self-paced training and skills development.
  4. Provide access to on-demand live coaching to help customers gain experience and build skills in the context of using a product.
  5. Provide access to instructor led in-person and virtual training programs.
  6. Define learning paths to recommend skills development activities and align with available training resources.
  7. Encourage proficiency development by offering customers incentives to develop product-related skills.
  8. Provide skills inventory and assessment tools and services to assess customer proficiency on an ongoing basis.
  9. Define standards of proficiency and offer assessments and skills certification programs.
  10. Make learning fun for customers and reward proficiency development.

Four Imperatives for Scaling Support

Scaling Support Requires A Multifaceted Approach

In this whitepaper, we will:
  • Present the State of Support Issue Prevention and Self-Help
  • Introduce Four Imperatives for Scaling Support
  • Outline Key Metrics and Measures
Download Now

Let’s Build Your Roadmap to Service Success

We’ll use our comprehensive research-based methodology for service assessment and planning to provide you with a customized ServiceXRG Roadmap™ to Service Success. You’ll gain insights with a prioritized plan to move your services forward faster.

Our Solution
  • Previous Post
  • All Posts
  • Next Post

Are You Helping Customers Become Experts?

Take the Assessment

Subscribe for even more resources and the latest in your inbox.

Name*

By clicking the "Submit" button you accept and agree to be bound by the Terms of Use and Privacy Policy.

This field is for validation purposes and should be left unchanged.

Related Posts

  • 6.25.22 Read Time: < 1

    Service Drives Business Outcomes

    Delivering services leads to greater alignment between products sold and the value customers derive from using them, while subsequently decreasing the likelihood of customer churn and loss of recurring revenue. …

  • 6.6.22 Read Time: 4 Mins

    You Call that Customer Success?

    As organizations look to embrace Customer Success it is important to have solid understanding about what Customer Success is and is not. Too often we find examples of Customer Success initiatives …

  • 6.3.22 Read Time: 2 Mins

    Five Steps to Optimize Your Organization

    The way you are organized could be inhibiting your ability to retain and grow recurring revenue. If your services team is too focused on attainment of transactional tasks it may …

ServiceXRG

© Service Excellence Research Group, LLC 2022. All Rights Reserved.

Website by Imagebox

Contact Info
  • Email: info@servicexrg.com
  • Phone: 800-475-0089
Quick Links
  • Your Challenges
    • Overview
    • Self-Assessment
  • Our Solution
    • Overview
    • Achieving Service Success
    • Our Process
    • Service Success Framework
    • Membership
  • Why ServiceXRG
    • Overview
    • Capabilities
    • Clients
    • Team
  • Resources
  • Let’s Talk
Social Media
  • LinkedIn
  • Newsletter
  • Twitter