What is the role of training in customer success?

The role of training in customer success primarily focuses on equipping customers with the necessary skills and knowledge to effectively use a product or service. This empowerment ensures that customers can fully utilize the features and benefits of what they have purchased, leading to greater satisfaction and retention. When customers are well-informed and capable, they are more likely to achieve their desired outcomes, which is a crucial aspect of customer success management.

While training may contribute to other areas, like reducing training time or familiarizing customers with billing processes, the fundamental purpose of training is to enable customers to succeed with the product. Moreover, providing customers with the right knowledge not only enhances their experience but also fosters a positive relationship between the customer and the business, ultimately leading to increased loyalty and advocacy.