Are you a B2B SaaS startup with a relatively ‘complex’ product?
Do you currently use a LMS system for client/customer education?
If you don’t, how do you ensure your customers are trained, to ensure you can minimise churn and maximise value paths for specific customers?
I’m curious, as we (startup, 40 employees, B2B SaaS startup in a ‘traditional’ industry) don’t have a LMS in place and lean on CSMs as they are complex/require development to implement!
How are you currently managing this?
If your intention is self service you need some kinda e-learning, LMS, or maybe video series. Constantly adding CSMs to cover training won’t be scalable. There’s a lot of options like LearnUpon, Adobe, or Docebo. Check out G2 or Capterra reviews for some ideas to get started
Depends on your client relationship strategy. High-touch relationship customers for premium products are great to handle with CSMs. It’s a great opp to build a bridge and build trust.
If you have only 40 employees, you probably don’t have many customers so you need to be very intimate with every customer to learn how to improve your product (maybe so no training is required).
Unless you’re signing on several customers weekly, I’d do training in person/zoom. If you’re product is really complicated you should make videos and have education events. I’m not sure if you need LMS unless you’re scaling too fast to help people in person.
I work in SaaS consulting, and help companies scale their customer enablement by guiding them through the process of selecting, building, and implementing a scalable solution through an LMS. I can’t tell you how many companies are not only experiencing higher churn, but also spending all their profit on hiring more CSMs to do the 1:1 support for customers. Adopting an LMS is a MUST if you’re a growing SaaS startup. Bonus is that the LMS can also be internal-facing for employee ongoing professional development! Happy to chat more if you’re not sure where to start!
This question one is near-and-dear to me because my first software company was an LMS before I sold. I know all about online learning, corporate training, selling courses, etc.
Long-story-short: not having an LMS is killing your productivity because you lack a way to create a standard baseline with your employees (and new employees). An LMS creates the baseline of information/knowledge that everyone should have… No excuses. No one saying, “oh, I didn’t know that’s how we did it”… It levels-up their game, and in turn, your business.
There are a slew of other reasons why having an LMS is good for your bottom line, but employee baselining is the most obvious.
Hey James 
I am in the process of building, choosing viable courses for, and figuring out the target audience for an LMS. It would be amazing if I could have a word with you to understand a few things about entering this space. It would be great if we could connect.