Top Customer Education models and when to use them

Choosing the right customer education model is crucial for product adoption and satisfaction. This article explores top models like self-paced learning, instructor-led training, and blended learning, offering guidance on when to use each to drive engagement, loyalty, and long-term success.

Customer education has become an indispensable part of the SaaS experience, shaping how users interact with your product and ultimately influencing its success. When done right, customer education not only accelerates product adoption but also boosts customer retention, engagement, and satisfaction. However, there’s no one-size-fits-all approach—different education models are suited to different customer needs and learning preferences.

To help navigate this landscape, we turn to Debbie L., an accomplished expert in customer success and education, who has worked with numerous SaaS companies to build impactful education programs. Debbie’s wealth of experience in scaling customer education strategies makes her uniquely qualified to guide companies on which education models will best serve their customers at various stages of the product lifecycle.

Table of contents

1. What makes Customer Education essential?
2. The importance of choosing the right education model
   1. Self-paced learning
   2. Instructor-led training
   3. Blended learning
   4. Social learning and peer-to-peer education
   5. Certification programs
   6. Onboarding programs
3. When to choose each model
4. MeltingSpot: The role of Customer Education in driving success
5. Conclusion

What makes Customer Education essential?

Customer education is more than just explaining how your product works—it’s about fostering confidence, enabling success, and ensuring your customers derive maximum value. According to HubSpot, 74% of customers are more likely to purchase from companies that offer helpful educational content. Education fosters stronger customer relationships, drives product adoption, and ensures that users don’t just sign up—they truly integrate your product into their workflows.

Customer education also helps businesses by:

• Reducing churn: Customers who understand how to use your product are less likely to abandon it.
• Improving engagement: Well-educated users are more likely to use your product regularly and explore its full potential.
• Building loyalty: Providing value through education creates a sense of partnership between you and your customers.

The importance of choosing the right education model

When it comes to customer education, one size doesn’t fit all. The model you choose should align with your customer’s needs, your product complexity, and your available resources. As Debbie puts it, “The most effective education programs are tailored to the learning style and needs of your customers. A personalized approach leads to higher engagement and, ultimately, better product adoption.”

There are various models to choose from, each offering distinct advantages. Let’s take a deeper look at each of them.

Self-paced learning

Self-paced learning is all about providing customers with the flexibility to learn at their own speed. This model includes on-demand video tutorials, interactive guides, help articles, and knowledge bases, which users can access anytime, anywhere.

When to use:

• For large or diverse customer bases: This model works best when you have a broad range of customers with different learning preferences and schedules.
• When your product is complex: For products with a wide range of features, customers benefit from being able to explore different aspects of the product at their own pace.

McKinsey’s research highlights that 70% of successful digital transformations rely on self-paced learning. This approach provides customers the freedom to learn when it’s convenient for them, leading to higher engagement.

Instructor-led training

Instructor-led training (ILT) delivers live sessions where an expert or educator guides customers through complex features and workflows. These sessions can be held in person or through webinars, giving customers the opportunity to interact with instructors and peers.

When to use:

• For enterprise clients or high-value customers: ILT is ideal for customers who require a more hands-on approach to learning.
• For deep, specialized product knowledge: If your product is particularly complex or has advanced features that require detailed explanations, ILT offers a great solution.

According to LinkedIn Learning, 94% of employees would stay longer with a company that offers learning and development opportunities. Live sessions allow for real-time feedback and tailored support, ensuring customers understand complex topics more deeply.

Blended learning

Blended learning combines self-paced materials with live, instructor-led sessions, offering customers a more flexible, comprehensive learning experience. In this model, learners can start by consuming on-demand resources and then participate in live sessions for deeper engagement and clarification.

When to use:

• When you need a flexible approach: Ideal for customers who need both independence and the opportunity to interact with instructors.
• For products that require both foundational and advanced knowledge: A blended approach allows you to introduce your product through self-paced materials while offering in-depth live training for more complex areas.

Blended learning is proven to lead to greater engagement and higher retention rates than traditional classroom learning or self-paced learning alone (Brandon Hall Group).

Social learning and peer-to-peer education

Social learning relies on interaction between peers, where customers can learn from one another. This model takes place in forums, discussion boards, online academies, or user groups, providing opportunities for users to share best practices, troubleshoot issues, and learn from each other’s experiences.

When to use:

• For large, active customer academies: This model thrives when users are engaged and eager to share knowledge.
• When building long-term relationships: It’s perfect for creating a sense of community around your product, encouraging users to collaborate and support one another.

Peer-to-peer learning boosts retention by offering real-world solutions and fostering a deeper connection to the product. According to ResearchGate, social learning increases knowledge retention by 75%.

Certification programs

Certification programs validate users' expertise and skills, offering formal recognition for their accomplishments. These programs often include a mix of training modules, assessments, and tests that allow customers to demonstrate proficiency and earn certification.

When to use:

• For professional development: If your customers rely on your product for their career or business, offering certifications helps them build expertise.
• For driving long-term customer loyalty: Certification programs are a great way to keep customers engaged and ensure they continue mastering your product over time.

Certification programs increase motivation, as users see a tangible reward for their efforts. According to LinkedIn, 88% of employees say that professional development opportunities are key to staying loyal to an organization.

Onboarding programs

Onboarding is a critical early step in a customer’s journey with your product. These programs introduce customers to the product’s core features, walking them through the setup process and helping them achieve their first success.

When to use:

• For new customers: Every new customer needs to be onboarded effectively to ensure they are set up for success with your product.
• For reducing churn: Well-designed onboarding programs can reduce churn by as much as 30-40% (Wyzowl).

Effective onboarding helps users achieve quick wins, which builds their confidence and encourages them to continue using the product. The right onboarding program can significantly reduce the chances of early-stage churn.

When to choose each model

Choosing the right education model depends on several factors, such as product complexity, customer needs, and the learning environment. Here’s a quick guide to help you decide:

• Self-paced learning: Ideal for large or diverse customer bases with varying needs.
• Instructor-led training: Perfect for high-value clients or complex product features.
• Blended learning: Best for products that require a mix of foundational and advanced learning.
• Social learning: Effective for engaged academies and peer-to-peer support.
• Certification programs: Great for professional development and long-term loyalty.
• Onboarding programs: Crucial for reducing churn and ensuring new customers succeed.

MeltingSpot: The role of Customer Education in driving success

MeltingSpot is an excellent platform to implement these customer education models. It offers a range of tools that can help you create an effective customer education strategy, such as its on-demand resource library, which includes a wealth of tutorials, replays, and live sessions that users can access anytime. The education dashboard allows you to track user progress, identify knowledge gaps, and measure the effectiveness of your training initiatives.

Additionally, the in-app platform provides users with seamless access to educational content while they are actively using the product, ensuring they learn in context and at their own pace.

By using MeltingSpot’s integrated tools, you can design an education program that fits the unique needs of your customers, ultimately driving better adoption, higher engagement, and increased loyalty.

Conclusion

Customer education is the cornerstone of product adoption and long-term customer success, and with MeltingSpot, implementing the right education models becomes seamless. Whether you're offering self-paced learning, instructor-led sessions, or blended approaches, MeltingSpot’s integrated platform equips you with the tools to create impactful programs tailored to your audience’s needs. From in-app tutorials to advanced analytics that track learning progress, our features ensure your customers gain the knowledge they need to thrive.

Ready to elevate your customer education strategy? Book a meeting with our team today and discover how MeltingSpot can help you drive engagement, boost product adoption, and build lasting customer relationships.