Transform Your Team With Training and Coaching: The Secret to EdTech Success in Sales and Customer Success Teams

by | 16 Jun 23

Having enthusiastic sales and customer success people who love your products is just half the battle in creating and keeping a top-notch team.

It’s nuts, but over 50% of people in sales and customer success roles don’t have the skills they need to add value and sell in the digital world.

Why? Leaders aren’t transforming their companies and training their people.

And guess what: ongoing coaching and training are what make high-performing sales and customer success organisations stand out.

Table of Contents

Use these links to jump straight to the part of the article that interests you most.

> Interesting Data
> The Digital World Changes Constantly
> Learning New Skills Quickly
> Training Retention

Interesting Data

According to an ATD report, when people use effective modern methods mixed with regular coaching, they hit 73% of their quotas. Plus, 65% of employees say great training and learning opportunities make them more engaged at work.

The digital world is constantly changing, and it can be difficult for sales and customer success people to keep up with the latest trends and technologies. Training mixed with regular coaching is essential to help them stay on top of their game. With hybrid personal training, they can get the best of both worlds – online and in-person training – so that they can learn new skills quickly and effectively.

Coaching helps them apply what they’ve learned in a practical way, giving them the confidence to use their new skills in real-world scenarios. It also provides ongoing support so that they can continue to develop their skills over time.

By combining training with coaching, sales and customer success people will have the tools they need to succeed in today’s digital world.

Forbes says that 55% of people don’t have basic customer success and sales skills. A recent survey found that 84% of sales and customer success training is forgotten after 90 days, mostly because people don’t retain the info and put what they’ve learnt into practice.

Then there’s this Blender stat: when you put money into sales and customer success training, you get £23 in extra revenues for every pound spent! And the best training and coaching programmes can boost an individual’s performance by 20% on average.

%

Salespeople and CSMs Missing Foundational Skills

%

Sales and Customer Success training is forgotten after 90 days

£23 upturn for every £ spent on hybrid training & coaching

The Digital World Changes Constantly

The digital world is changing faster than ever, and it can be difficult for sales and customer success people to keep up with the latest trends and technologies. Hybrid personalised training and coaching are essential to helping them stay on top of their game. By mixing online training with in-person coaching, they can learn new skills quickly and effectively in order to apply what they’ve learned in real-world scenarios.

For example, have you heard of Mastodon? It’s a decentralised social media platform that’s gained a lot of traction in 2023. Thriving sales and customer success teams are all about it now, because it gives them a chance to connect with customers in a more personalised and community-driven way.

So leaders should invest in hybrid training and coaching offers to ensure they don’t get left behind as the digital world changes. Plus, with regular coaching, people get feedback on their progress and develop new skills – all the while helping them apply their new skills and turn them into new habits.

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Learning New Skills Quickly

Hybrid personalised training and coaching are essential for sales and customer success teams to stay on top of their game. By mixing online training with in-person coaching, they can learn new skills quickly and effectively.

For example, social selling is becoming increasingly important for teams in the digital world. With hybrid training, salespeople and CSMs can learn the basics of social selling online and then practice it in the real world. Then the coaching sessions give a safe place to discuss progress, fine-tune and turn new skills into habits. This way, they can hone their skills in real time and start applying them immediately.

There are some great platforms out there for people to use to stay on top of to learn new skills. Be warned however, these don’t come with a hybrid approach, so using these alone will mean you’re missing the added value of interspersing learning with coaching sessions.

Here’s a few examples:

  • LinkedIn Learning: They’ve got a bunch of good courses on stuff like customer relationship management and prospecting.
  • HubSpot Academy offer certifications and training on inbound sales, marketing, and customer service.
  • Udemy is another good option, with tons of courses on sales prospecting, closing deals, and building strong customer relationships.

So yeah, there are loads of resources out there to help sales and customer success teams keep learning.

But that brings me to a huge issue. If you’re going to spend money on training, don’t waste it. The recent data (see below) shows the amount of skills that are retained and applied from training is incredibly low…

Training Retention Issues

Training retention is a major issue for teams that don’t use regular coaching to reinforce what they’ve learnt. As I mentioned in the introduction to this blog a recent survey found that 84% of sales and customer success training is forgotten after 90 days.

With hybrid training, employees get the chance to put their new skills into practice in a safe and supportive environment.

Regular coaching offers feedback on their progress and performance, making it easier to apply new skills in real-world scenarios and turn them into habits. It also provides ongoing support so that they can continue to develop their skills over time. This way, employees have the opportunity to make the most of their training and start seeing results quickly.

So, what’s the big takeaway?

Sales and customer success people that are untrained in modern methods aren’t getting the opportunities they should have, and, therefore aren’t impacting the companies they work for in the way leaders desire.

Those that invest more in training their people see better results. But those that invest in training and coach see much (much) more. It might seem obvious, but more than half of sales and customer success people need upskilling to do their jobs in the modern digital world. Committing to ongoing training and coaching – will give your sales and customer success teams the edge they need.

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The only ISP Endorsed Certified Social Selling Programme

Our DLA Ignite Social Selling and Influence course stands apart as the only training and coaching programme endorsed by the prestigious Institute of Sales Professionals.