Ensuring a good ROI for your customer

In this era of fierce competition, customer centricity is the key to success of any business. If you want repeat business from a customer, you have to go beyond jazzy interface in your eLearning training and gripping case studies; these may get customer’ attention, however, you can get the repeat business by ensuring the effectiveness of the training for the end users.

So how do you ensure a good return on investment (ROI) for your customer?

Just keep the following points in mind while creating the training:

Þ Ensure the curriculum focuses on the job:

Understand the business goal, where the training fits in, and break the curriculum into concise skills as per the job requirements.

Þ Ensure Interactivity in learning:

Based on format, bandwidth, and budget, choose from audio, video, animations, simulations, digital photos, and clip arts. Design thought provoking quizzes, use real world examples, build in feedback for learners, and if possible, provide practice time in safe environment.

Þ Try for a pilot session:

Convince the stake holders, SMEs for a pilot of the training. A few end users should also be included in this session, if possible. Explain how to best take this training, including details of required software and hardware. Conduct follow-up interviews to get suggestions for improvements.

Þ Prepare the customer:

Schedule a meeting with the customer/stake holder during the final release of the training and brief about the system and time requirements for successful completion of the training. Make them aware of how best to benefit from the training, the sequence in which it should be taken etc. Identify the need of support for the end-users and ensure you can provide the same.

(Sachin Pandey is Project Manager – Content at G-Cube)