We spend a lot of time talking with customer education professionals about how to demonstrate the value of training. There are many ways to do it, but we focus on linking training activity to customer outcomes. Training activity and customer outcomes are terms that could mean all kinds of things. Clearly defining each term might be the biggest challenge in undergoing a project to link training to outcomes, precisely because there are so many ways to define training activity and customer outcomes.
What metrics should customer education pros use to measure training effectiveness?
As companies continue to increase their spending on corporate training, it's important to measure the effectiveness of that training. Your customers want to know just how much of the information is sticking with their employees.
Employers care about training and the key results from it, as it can improve the profitability of their business, and cultivate more positive attitudes toward profit orientation. A successful training program must evolve over time, changing as the employee's and company's needs change. Training measurement should be a part of all training plans and done consistently to ensure accurate data. Sure, measuring the impact of training can be a challenge, however it's not impossible.
Let's first look at the prep work you need to do to set up an effective training evaluation process. Then we'll look at what to measure in training evaluations.
Selecting a learning management system (LMS) is tough. Consider this. There over 600 LMSs according to the 2016 Top 50 LMS Report from eLearning247. Talk about too many choices. But what makes the evaluation process even more difficult is that in order to select the right LMS for your customer education business, you also need to understand and consider the current maturity level of your organization, while at the same time knowing where you want your customer education function to be in two or three or even five years.