Fragments

‘I want that course!’ … Sure, but do you NEED it?

October 8th, 2008 | by Marjan Bradesko |

It starts when we receive a call with a question like this:
»Do you offer the following courses: ABC, CDE and FGB?« A simple list of acronyms.
Our answer: »Yes, we offer all of them.« Indeed, they are on the web in the schedule.
The customer: »Please send a quote and dates, must be delivered by the end of the next month, eight attendees.«

We are glad to do that. But very often the content overlaps a little bit between the courses (did you notice that the above-listed acronyms intentionally overlap in some letters?), some modules are not relevant to the customer environment etc. The customer did a quick (too quick?) overview of the content on the web and the courses sounded exactly the right choice.

Then we send a quote and it seems expensive, the duration is too long etc. We completely understand the customer’s frustration and would like to help to make customer investment optimal and make the customer happy.

What NIL always tries to propose is a short discussion between our subject matter expert (SME) and the customer’s contact. The SME knows the content, customers know their needs. By matching these two components, we are able to create the optimal curriculum, the solution where the content (and maybe even the delivery type) is adjusted to meet the customer’s needs. This approach typically results in a shorter training duration, greater customer satisfaction and – last but not least – better pricing.

In today’s Web 2.0 world, NIL can be more flexible than ever before – creating learning solutions that fit customers’ needs better than ever before. With our wide span of educational services, we assess the customer’s needs, create a curriculum, customize the content and select the most relevant blend of learning solutions, complemented with e-learning, Remote Labs and collaboration throughout our community. We create what is needed, not what was originally wanted. We want to make sure that customer satisfaction is high AFTER the training – not just before the training.