Delivering Customer Value- The workplace learning provider's perspective

Dear Workplace Learning Provider

This study is aimed at sales and customer success specialists and those carrying out those roles amongst others on a day to day basis.

We recognise the work that you do with customers and prospects to provide training and encourage learning and development.

Your expertise and insights are invaluable but, in fiercely competitive markets, we rarely get time to reflect on what helps us drive better value for our customers and improve relationships with them.

This brief 6-minute questionnaire aims to give voice to those working so hard in the supply side of the industry and we appreciate your insights.

All responses are completely confidential and the anonymised results will be shared publicly at the Business of Training Conference in London on October 17th and via their media partners.

We will also share insights in the #LearningChangemakers newsletter on LinkedIn.

Thank you

Laura Overton

L&D analyst, Learning Changemakers

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100% of survey complete.

Question Title

* 1. We recognise the importance of those in sales and customer services roles and would like to include both voices in our review. What is your primary role?

Sales - New Business

Sales - New Business and Existing Customers

Customer Success

Director

All of the above

Other (please specify)

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* 2. How would you primarily describe your approach with your customers?

Mostly transactional (focused on one off sales and initiatives)

Mix of transactional and partnership

Mostly partnership-based (focused on long-term relationships)

Question Title

* 3. Impact and Value Creation. Please rate your agreement with the following statements (1 = Strongly disagree, 5 = Strongly agree)

	1 Strongly disagree	2 Somewhat disagree	3 Neither agree or disagree	4 Somewhat agree	5 Strongly agree
I often help clients solve problems beyond just selling products/services	I often help clients solve problems beyond just selling products/services 1 Strongly disagree	I often help clients solve problems beyond just selling products/services 2 Somewhat disagree	I often help clients solve problems beyond just selling products/services 3 Neither agree or disagree	I often help clients solve problems beyond just selling products/services 4 Somewhat agree	I often help clients solve problems beyond just selling products/services 5 Strongly agree
I regularly meet or exceed my targets	I regularly meet or exceed my targets 1 Strongly disagree	I regularly meet or exceed my targets 2 Somewhat disagree	I regularly meet or exceed my targets 3 Neither agree or disagree	I regularly meet or exceed my targets 4 Somewhat agree	I regularly meet or exceed my targets 5 Strongly agree
I have a significant impact on improving my customer’s business	I have a significant impact on improving my customer’s business 1 Strongly disagree	I have a significant impact on improving my customer’s business 2 Somewhat disagree	I have a significant impact on improving my customer’s business 3 Neither agree or disagree	I have a significant impact on improving my customer’s business 4 Somewhat agree	I have a significant impact on improving my customer’s business 5 Strongly agree
Customers see me as a valuable resource for their business improvement	Customers see me as a valuable resource for their business improvement 1 Strongly disagree	Customers see me as a valuable resource for their business improvement 2 Somewhat disagree	Customers see me as a valuable resource for their business improvement 3 Neither agree or disagree	Customers see me as a valuable resource for their business improvement 4 Somewhat agree	Customers see me as a valuable resource for their business improvement 5 Strongly agree

Typically, how would your customer describe business improvement?

Question Title

* 4. How often do you engage in the following activities with your customers?

	Always	Often	Sometimes	Rarely	Never	Not Applicable
I agree project success goals up front with my customers	I agree project success goals up front with my customers Always	I agree project success goals up front with my customers Often	I agree project success goals up front with my customers Sometimes	I agree project success goals up front with my customers Rarely	I agree project success goals up front with my customers Never	I agree project success goals up front with my customers Not Applicable
I ensure success goals include goals linked to customer business outcomes	I ensure success goals include goals linked to customer business outcomes Always	I ensure success goals include goals linked to customer business outcomes Often	I ensure success goals include goals linked to customer business outcomes Sometimes	I ensure success goals include goals linked to customer business outcomes Rarely	I ensure success goals include goals linked to customer business outcomes Never	I ensure success goals include goals linked to customer business outcomes Not Applicable
We collaborate to achieve agreed goals together	We collaborate to achieve agreed goals together Always	We collaborate to achieve agreed goals together Often	We collaborate to achieve agreed goals together Sometimes	We collaborate to achieve agreed goals together Rarely	We collaborate to achieve agreed goals together Never	We collaborate to achieve agreed goals together Not Applicable
We discuss together their long-term business goals	We discuss together their long-term business goals Always	We discuss together their long-term business goals Often	We discuss together their long-term business goals Sometimes	We discuss together their long-term business goals Rarely	We discuss together their long-term business goals Never	We discuss together their long-term business goals Not Applicable
I provide industry insights or market trend information	I provide industry insights or market trend information Always	I provide industry insights or market trend information Often	I provide industry insights or market trend information Sometimes	I provide industry insights or market trend information Rarely	I provide industry insights or market trend information Never	I provide industry insights or market trend information Not Applicable
I introduce them to other helpful contacts or resources	I introduce them to other helpful contacts or resources Always	I introduce them to other helpful contacts or resources Often	I introduce them to other helpful contacts or resources Sometimes	I introduce them to other helpful contacts or resources Rarely	I introduce them to other helpful contacts or resources Never	I introduce them to other helpful contacts or resources Not Applicable

Question Title

* 5. What are your top 3 strategies for building strong customer relationships? (select up to 3)

Regular Check-ins

Sharing relevant content or information

Remembering personal details

Analysing data to provide fresh insights

Providing exceptional after-sales support

Demonstrating business improvement together

Hosting or attending events together

Offering exclusive deals or access

Other (please specify)

Question Title

* 6. How do you typically measure the strength of your customer relationships? Select all that apply

Length of the relationship

Frequency of contact

Customer willingness to provide referrals

Customer willingness to share business goals

Our understanding of their business goals

Repeat business/ renewals

Customer openness to trying new services

Other (please specify)

Question Title

* 7. Co-creating value: What strategies do you use with customers to help them create business value for their organisation? Please select those you typically find most useful.

Customising products/services to their specific needs

Joint problem-solving sessions to address business outcomes

Involving them in product/service development

Connecting them with other clients for mutual benefit

Collect and analyse data

Providing additional training or education around services

None - our customers do not expect to create business value through our services

Other (please specify)

Question Title

* 8. What are the biggest challenges you face in shifting from a transactional to a value added partnership approach with your customers?

Question Title

* 9. These final quick fire questions are about you and your context.

Which of the following is the closest description of your business?

We provide facilitated courses and programmes

We provide edtech platforms and services

We provide consultancy and advisory support

Other (please specify)

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* 10. About how many employees work at your organization?

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* 11. Thinking about background experience:

	less than a year	between 1 and 3 years	between 3 and 5 years	between 5 and 10 years	Over 10 years	Not applicable
How long have you been in a sales/ customer service role?	How long have you been in a sales/ customer service role? less than a year	How long have you been in a sales/ customer service role? between 1 and 3 years	How long have you been in a sales/ customer service role? between 3 and 5 years	How long have you been in a sales/ customer service role? between 5 and 10 years	How long have you been in a sales/ customer service role? Over 10 years	How long have you been in a sales/ customer service role? Not applicable
How long have you been working in your current organisation?	How long have you been working in your current organisation? less than a year	How long have you been working in your current organisation? between 1 and 3 years	How long have you been working in your current organisation? between 3 and 5 years	How long have you been working in your current organisation? between 5 and 10 years	How long have you been working in your current organisation? Over 10 years	How long have you been working in your current organisation? Not applicable
How long have you spent in a previous L&D or training role?	How long have you spent in a previous L&D or training role? less than a year	How long have you spent in a previous L&D or training role? between 1 and 3 years	How long have you spent in a previous L&D or training role? between 3 and 5 years	How long have you spent in a previous L&D or training role? between 5 and 10 years	How long have you spent in a previous L&D or training role? Over 10 years	How long have you spent in a previous L&D or training role? Not applicable
How old is your organisation?	How old is your organisation? less than a year	How old is your organisation? between 1 and 3 years	How old is your organisation? between 3 and 5 years	How old is your organisation? between 5 and 10 years	How old is your organisation? Over 10 years	How old is your organisation? Not applicable

Question Title

* 12. Where are you currently based?

Australia/New Zealand

USA

Europe

Africa

Asia

Other (please specify)

Question Title

* 13. Finally we are wondering if our gender may influence our approaches - which of the following options most closely aligns with your gender?

Woman

Man

Non-binary

A gender not listed here

Prefer not to answer

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* 14. Thank you for participating - we look forward to sharing insights from this study at the Business of Training Conference in London October 17th and with their media partners. I will also share insights through the #learningchangemakers LinkedIn newsletter.

If you have any further comments or would like the results emailed to you directly, please share your thoughts and / or email address below or DM me on LinkedIn.

Thank you again for your time

Laura

Delivering Customer Value- The workplace learning provider's perspective

Question Title

* 1. We recognise the importance of those in sales and customer services roles and would like to include both voices in our review. What is your primary role?

Question Title

* 2. How would you primarily describe your approach with your customers?

Question Title

* 3. Impact and Value Creation. Please rate your agreement with the following statements (1 = Strongly disagree, 5 = Strongly agree)

Question Title

* 4. How often do you engage in the following activities with your customers?

Question Title

* 5. What are your top 3 strategies for building strong customer relationships? (select up to 3)

Question Title

* 6. How do you typically measure the strength of your customer relationships? Select all that apply

Question Title

* 7. Co-creating value: What strategies do you use with customers to help them create business value for their organisation? Please select those you typically find most useful.

Question Title

* 8. What are the biggest challenges you face in shifting from a transactional to a value added partnership approach with your customers?

Question Title

* 9. These final quick fire questions are about you and your context.Which of the following is the closest description of your business?

Question Title

* 10. About how many employees work at your organization?

Question Title

* 11. Thinking about background experience:

Question Title

* 12. Where are you currently based?

Question Title

* 13. Finally we are wondering if our gender may influence our approaches - which of the following options most closely aligns with your gender?

Question Title

* 9. These final quick fire questions are about you and your context.

Which of the following is the closest description of your business?