3 New Year’s Resolutions to Power Customer Enablement–and Retention–in 2025

Customer education is now table stakes and crucial to increasing customer retention, product adoption, and brand loyalty. Robust customer training programs can also drive other measurable business outcomes by reducing customer support costs, increasing expansion deals, and bringing in more new deals through customer reference programs.

Given the high potential of customer education, it’s imperative that customer success leaders supercharge their enablement programs by offering customers a connected experience that prioritizes agility, personalization, and customization. With this in mind, here are three resolutions that customer success leaders should adopt in 2025.

Resolution #1: Meet your Customers Where They Are

In a world where learning must keep pace with dynamic work environments, connectivity is no longer a luxury—it’s a necessity. Customers are not always sitting down at a laptop or desk to do training. They might be testing your latest equipment out in the field or on a factory floor, quickly referring to one of your course modules for guidance. They might even be squeezing in training sessions on their mobile devices as they commute to work.

In 2025, leading organizations will focus on delivering customer education across connected devices and applications, including Slack, MS Teams, and Salesforce. Learners can access their training resources whenever and wherever they need them. Even better, the LMS will ensure that users can move from their computer to mobile device and pick up right where they left off in the course for a seamless experience.

Platforms like ExpertusONE also empower learners to download content, offline sync, and leverage one-click class registration and launch on any device. From one screen, learners can stay on top of all their training activities, manage their courses and training orders, and check their plan progress.

This approach doesn’t just increase the accessibility of learning—it enhances its effectiveness. By respecting each customer’s schedules and contexts, organizations ensure that training becomes an integrated part of the user’s workflow, rather than an interruption. The result? Improved knowledge retention, higher engagement, and a seamless learning experience that meets customers where they are.

Resolution #2: Embrace AI-Powered Personalization

Personalization has always been the holy grail of effective learning, and with the advent of AI, it’s now within reach at scale. In 2025, organizations will need to move beyond generic learning paths and embrace AI-driven personalization to meet the unique needs of each customer.

AI can analyze learner data to tailor content, recommend relevant courses, and adjust pacing based on individual performance. For instance, a new customer learning to use your new machinery might see basic tutorials added to their queue, while an experienced user might be directed to advanced modules or industry-specific case studies. This level of personalization ensures that every learner feels seen and supported, which in turn drives higher engagement and satisfaction.

Moreover, AI can proactively identify knowledge gaps and deliver targeted interventions. If a learner struggles with a particular topic, the system can suggest additional resources or quizzes to reinforce their understanding. This not only boosts learner confidence but also ensures better outcomes for the customer organization as a whole.

Resolution #3: The Right Tools for the Job

Whether you’re training customers on basic product usage, advanced technical features, or industry-specific applications, you need an LMS that can enable you and your team to deliver the right experience for each learner group. In 2025, L&D leaders must prioritize customization to create learning environments that resonate with diverse user groups.

Customization extends beyond tailoring content to users and includes the overall learning experience. Configurable dashboards, role-specific interfaces, and integration with existing tools can significantly enhance the user experience. By delivering training solutions that align closely with customer groups’ workflows, organizations can drive higher adoption rates and reduce churn.

Additionally, L&D leaders should work closely with their LMS providers to co-create tailored solutions. This collaborative approach ensures that the learning platform evolves alongside the customer’s needs, maximizing its relevance and impact.

Make Customer Education Your Core Differentiator

Organizations that focus on delivering a tailored, accessible, and responsive customer training program will not only enhance customer satisfaction, but also foster better financial outcomes for the entire organization. For L&D leaders, these resolutions offer a roadmap to creating impactful learning experiences that will position your organization as a trusted partner in your customers’ success—an invaluable advantage in today’s competitive market.