We recently sat down with Monica Green, the Director of Learning and Development Strategy at Epicor Software to discuss the importance of customer training and adoption. Monica explained how Epicor uses customer training as a strategy to drive customer success.
Epicor provides flexible, industry-specific software, in both Software-as-a-Service (SaaS) and On-Premises deployment models, designed to fit the precise needs of manufacturing, distribution, retail, and service industry customers.
Like many software companies, Epicor has encountered growing pains of keeping up with training of product enhancements due to various industry changes and customer demands to stay ahead of the competition.
As more features are added and a product’s functionality increases, so does the importance of customer training to learn how to use all of these features.
To address this problem, Epicor has invested into their customer training and education program which includes live training, video training and guided learning, leading to increased adoption, higher revenue, and lower churn.
Monica Green, the Director of Learning and Development Strategy at Epicor Software
There are products like yours that solve really tough problems and you may have got users searching for solutions to these problems but, when users don't know how to use your product to its fullest extent and get the maximum value out of it, they churn. At Raven360, we believe in creating product experts and that's the reason why we are providing product training for the users.