Churn, support costs, bad reviews? Often, it’s not the product’s fault
+38%
product usage
Companies with structured customer training programs increase their customers’ product usage by an average of 38%.
Source: Forrester / Intellum, 2024
-15%
support costs
Structured customer training reduces support costs by an average of 15.5%.
Source: Forrester / Intellum, 2024
+35%
customer lifetime value
Trained customers have a 35% higher customer lifetime value than untrained customers.
Source: Forrester / Intellum, 2024
If customers don’t use your product properly, you pay the price. Support requests pile up, renewals don’t come in, and neither do referrals. Customer training software solves exactly that—in a structured, scalable, and measurable way.
Typical consequences of not offering customer training:
- High support costs due to avoidable issues
- Low product usage despite a full range of features
- Rising churn rates shortly after onboarding
- Bad reviews, even though the product is good
- Customers don’t take advantage of upsells as they don’t fully understand the product
- Scaling issues—more customers means more training has to be provided
Well-trained customers buy more, stay longer, and recommend you to others. Customer training therefore has a direct impact on customer retention, revenue, and support costs. And customer training software enables you to create a scalable learning framework that empowers your customers long-term.
What you can achieve with customer training software
The benefits you gain when your customers truly understand your product.
Lower support requirements
Customer training software empowers your customers to resolve common issues on their own, giving your support team space to focus on the cases that really need attention.
Improved retention
Customers who master your product will stay with you. Customer training software ensures that your customers see the value of your product every day.
Higher customer lifetime value
Well-informed customers buy more, upgrade more often, and stay longer. Customer training software is one of the few initiatives that has a direct impact on CLV.
More upselling and cross-selling
Customers who are proficient with your product are open to more. Customer training software lays the groundwork for additional purchases because the vital trust and expertise are already there.
Better reviews and more recommendations
Satisfied, knowledgeable customers share their experiences. With customer training software, you can turn good products into products that customers actively recommend to others.
Faster time-to-value
The sooner your customers start to see results with your product, the stronger their loyalty will be right off the bat. Customer training software shortens the path from purchase to actual use.
Which customer training software is right for your needs?
Whether you want to create customer training materials yourself, manage them centrally, or measure learning outcomes, chemmedia AG provides vendor-independent advice and finds the solution that best suits your product and your customers.
Creating training content
Create product-specific training courses in-house. With intuitive authoring tools, you can quickly turn your product knowledge into digital content that aligns with your brand—no IT skills necessary.
Manage and roll out training courses
Deliver training courses to your customers automatically, manage access, and keep track of learning progress. Even when you’re working with external audiences, multiple languages, and large numbers of users.
Mobile learning
Your customers learn when and where it’s convenient for them. Short learning modules, optimized for smartphones, ensure that product knowledge is available exactly when it’s needed.
Practice real-world scenarios
If your products require explanation, involve complex machinery, or often require consultations, you can have your customers practice real-world scenarios in interactive simulations so they know how both to prevent emergencies and what to do if one does occur.
Measure and report learning outcomes
See who’s learned what, where customers are struggling, and what content is having an impact. Reliable data for internal reports, certification documentation, and strategic decisions.
Finding the right solution
Not sure what customer training software is right for your product and your customers? We’ll analyze your needs and recommend the best solution, regardless of the manufacturer.
Our customer training software partners
Tina Roth
Expert Corporate Academy
In the many years of cooperation between Fressnapf and chemmedia AG, I have particularly come to appreciate the reliable, solution-oriented and fast implementation. Regardless of whether it is a matter of short-term individual solutions or large-scale, multi-layered projects, we have always arrived at a professional and timely result.
Who is customer training software for?
These industries have the most to gain from customer training
Software and SaaS
Your users need to understand your product to recognize its value. Customer training software shortens time-to-value and reduces churn during the critical first few weeks after onboarding.
Mechanical engineering and industry
Complex machines need skilled operators. Customer training software gives you a scalable way to train your customers wherever they are in the world (without having to travel) and document their training records.
Medical technology and healthcare
User error isn’t an option here. Customer training software ensures that users operate your devices correctly and that you have the documentation you need for your regulatory authorities.
Pharma and life sciences
Product knowledge and compliance go hand in hand here. Customer training software provides both structured training for professionals and comprehensive documentation for audits.
Financial services
Complex products, informed customers. With customer training software, you can equip consultants and end customers with the knowledge they need to use and recommend your products effectively.
Retail and franchise
Having consistent product knowledge at every location isn’t a given. Customer training software delivers training directly to your retail partners’ employees, without the need for in-person sessions.
Energy and utilities
New technologies, complex installations, regulatory requirements. Customer training software ensures that installers, partners, and end customers use your products safely and correctly.
Telecommunications
A large number of customers, a need for detailed explanations, and little time. Customer training software makes product training scalable and measurably reduces your support costs.
Why chemmedia AG is the right partner for your customer training software
We’ve been helping companies share knowledge digitally for over 20 years. More than 350 companies have already partnered with us to build their digital learning programs, from small and medium-sized businesses to international corporations.
You’ll receive a vendor-neutral software recommendation that fits your use case and budget. And someone who can implement every part of it perfectly, including system integrations, CRM integration, and training processes. Not based on theory, but on experience gained from real-world projects.
We’ll be with you every step of the way, from our initial consultation through to continuous improvement based on real user data.
Christian Nielsen
Training & Academy Specialist
chemmedia AG provided close support throughout the implementation of our academy and quickly found suitable solutions, even for complex requirements. Especially when working through many detailed questions and special cases, this was a true success factor for us.
How we work with you
Find the right customer training software for your specific use case
1. Submit an inquiry
Briefly describe your product, your target audience, and your current situation. This will help us prepare for the initial consultation.
2. Initial meeting
Together, we’ll determine what goals you want to achieve with customer training, which systems you’re already using, and what requirements the software has to meet.
3. Develop a solution
You’ll speak with our experts, get a detailed look at the relevant systems, and get access to a free trial account if you want to try things out for yourself. This will give you a solid foundation to help you make your final decision.
Customer training software that supports your business goals
Well-trained customers require less support, stay longer, and buy more.
You can turn untrained users into proficient product experts, reduce support costs, and lay the groundwork for long-term customer relationships. With the right customer training software, you can manage this process in a structured, scalable way, backed by clear data.
- Reduce support costs: Customers solve problems on their own because they truly understand your product. Your support team focuses on the cases that really need attention.
- Reduce churn: Customers who see early success with your product are more likely to stay. Customer training helps you get there faster.
- Increase revenue: Knowledgeable customers buy more, upgrade more often, and recommend you to others. Training becomes the foundation for growth.
- Improve ratings: Bad reviews often aren’t caused by poor-quality products, but by customers not using them correctly. That can be changed.
- Scale your training programs: Whether you have ten or ten thousand customers, the quality of your training remains consistent without the need for additional staff.
- Data-driven management: You can see who’s learned what, where customers are struggling, and which content is effective. Decisions are based on real user data rather than gut feelings.
Let’s talk about customer training software now
In 30 minutes, we’ll walk you through the first steps to finding the right customer training software for your business
Frequently asked questions about customer training software
A traditional LMS is designed for internal employee training. Customer training software is designed to train external audiences like customers, users, retailers, and partners. This change in focus places different demands on access management, multi-tenancy capacity, branding, and scaling. Many companies try to deliver customer training with an internal LMS, but they quickly reach their limits.
It’s worthwhile for any company whose customers need to really understand a product to use it successfully. It’s therefore just as critical for software and SaaS as it is for complex machinery, medical devices, and financial products that require detailed explanation. Customer training software becomes particularly important as your customer base grows and in-person training sessions can no longer scale.
It depends on the range of features you need and your internal processes. A basic setup can usually be completed within a few weeks. A full implementation, including system integrations, branding, and training materials, typically takes several months. chemmedia AG is here to guide you every step of the way.
Yes. Most customer training platforms offer flexible access options such as invitation links, SSO integration, or self-registration. Your customers don’t need access to your internal systems. We’ll determine which option is right for your use case during our initial consultation.
The cost depends on the number of users, the range of features, and the system you choose. Most providers charge per active user or per module. We’ll help you find a solution that fits your budget, and provide you with a transparent quote based on your needs.
Yes. Most platforms can be integrated with CRM systems like Salesforce and HubSpot and, in our view, it makes sense to do so. It enables you to see directly in the CRM which customers have been trained, which certificates have been issued, and where training is still needed. If you need, chemmedia AG can handle the technical implementation for you.
Yes. White-label options are standard on customer training platforms. Your customers see your logo, your colors, and your domain name. This strengthens brand loyalty and delivers a professional training experience.
From the metrics that matter to your business: Support requests, churn rate, product usage, upsell rate, and customer satisfaction. Customer training software provides training data that you can link to your business data. We’ll show you how to set up effective reporting.
