Training & Certification Program
Customers who know the product, stay with it.
Workflow
Step 1Curriculum Design
ObjectiveDesign comprehensive training program covering all product areas
InputProduct features, customer use cases, skill levels needed
OutputComplete training curriculum with modules and progression
Key activities
Define learning objectives per module, create module structure, design learning paths, identify prerequisite knowledge, scope content depth
Decision points
Comprehensive? Appropriately scoped? Role-based paths clear?
Tools: Instructional design tools, learning management systemsRoles: Training specialist (lead), Product expert (content), Customer (validation)
Success: Curriculum designed with 5-10 modules covering key use cases
Quality gate: Curriculum reviewed by product/customer, modules defined
Why it matters
- Competence drives adoption and retention. A training program is the fastest lever on long-term customer success.
Best practices
- Design curricula per role, not one-size-fits-all.
- Certify on demonstrated skill, not attendance.
- Keep content current with the product.
- Make learning measurable.
Common mistakes
- Deck-watching with no practice.
- Training that stops after week one.
- No verification of competence.
Key questions
- What must each role know to succeed?
- How do we verify they know it?
Agents that drive this
Onboarding CoachWorkflow Builder
Tools we use · alternates in [ ]
Notion[ Confluence, Obsidian ]Claude[ OpenAI, DeepSeek, Gemini ]