Template 1: Customer Training Program Charter
| Field | Details |
|---|
| Program name | |
| Target customer audience | |
| Business problem | |
| Customer problem | |
| Primary outcome | |
| Secondary outcomes | |
| Customer lifecycle stage | |
| Required internal partners | |
| Content owners | |
| Launch date | |
| Success metrics | |
| Reporting cadence | |
Template 2: Customer Audience Map
| Audience Segment | Role | Training Need | Recommended Format | Priority |
|---|
| New customers | Admin | Setup and configuration | Course + checklist | High |
| New customers | End user | First workflow | Short course | High |
| Existing customers | Manager | Adoption reporting | Live workshop | Medium |
| Advanced customers | Power user | Optimization | Certification path | Medium |
| At-risk customers | Mixed | Refresher and troubleshooting | Playbook + CSM-led session | High |
Template 3: Customer Learning Path Builder
| Step | Module | Format | Estimated Time | Completion Requirement |
|---|
| 1 | Welcome and Success Roadmap | Video | 5 min | Watch |
| 2 | Account Setup Checklist | Checklist | 10 min | Complete |
| 3 | Platform Basics | Course | 20 min | Complete |
| 4 | First Workflow | Task-based lesson | 15 min | Submit/confirm |
| 5 | Common Mistakes | Playbook | 10 min | Review |
| 6 | Live Q&A | Event | 45 min | Attend or watch recording |
| 7 | Readiness Check | Quiz | 10 min | Pass |
Template 4: Support-to-Training Conversion Checklist
When a support issue repeats, decide whether it should become training.
- Has this issue appeared more than five times?
- Does it affect onboarding or adoption?
- Is it caused by lack of understanding?
- Can it be explained visually?
- Can the solution be standardized?
- Should it be a course, playbook, video, or FAQ?
- Who owns keeping it updated?
- How will customers find it?
- How will support teams link to it?
- How will we know whether it reduced tickets?
Template 5: Customer Training Scorecard
Score each area from 1 to 5.
| Area | Score | Notes |
|---|
| Customer audiences are clearly segmented | | |
| Onboarding path is structured | | |
| Training is role-specific | | |
| Content is easy to find | | |
| Live training is used strategically | | |
| Playbooks support just-in-time help | | |
| Customer success can see progress | | |
| Reporting connects learning to outcomes | | |
| Content owners are assigned | | |
| Program is reviewed regularly | | |
Score interpretation:
- 40-50: Mature and scalable
- 30-39: Strong foundation, needs optimization
- 20-29: Functional but inconsistent
- 10-19: Reactive and high-risk