How can you ensure customers retain information learned during ERP post-sale support and training?

2 Reinforce key concepts and skills

One of the biggest challenges of learning is forgetting. To prevent your customers from losing the information and skills they acquired during the training, you need to reinforce them regularly. You can do this by providing follow-up sessions, refresher courses, feedback, coaching, and mentoring. You can also use tools like email, newsletters, blogs, social media, and forums to remind your customers of the main benefits and features of the ERP system.

3 Customize the training to the customer's needs

Not all customers have the same goals, expectations, and challenges when it comes to using an ERP system. Therefore, you need to tailor the training to their specific needs and contexts. You can do this by conducting a needs analysis, identifying the gaps and opportunities, and designing the training accordingly. You can also segment your customers into different groups based on their roles, functions, and levels of expertise, and provide them with relevant and personalized content and scenarios.

4 Encourage active participation and collaboration

Learning is not a passive process. It requires your customers to actively engage with the material, apply it to their own situations, and share it with others. You can encourage this by creating a learning environment that fosters interaction, feedback, discussion, and collaboration. You can use tools like polls, surveys, chat, Q&A, breakout rooms, and peer review to facilitate this. You can also create a community of practice where your customers can exchange ideas, tips, and best practices.

5 Measure and evaluate the learning outcomes

The ultimate goal of the training is to help your customers achieve their desired outcomes with the ERP system. To know if you have succeeded, you need to measure and evaluate the learning outcomes. You can do this by using different methods and tools, such as tests, surveys, interviews, observations, and analytics. You can also use the Kirkpatrick model to assess the four levels of evaluation: reaction, learning, behavior, and results.

By following these tips, you can ensure that your customers retain the information learned during the ERP post-sale support and training sessions. This will help them use the ERP system effectively, efficiently, and confidently, and increase their satisfaction and loyalty.