You have a product and ideally you have customers giving you money to use the product. When it comes to having customers successfully and easily use your product, what do you need and how do you make it happen? Just because your product has lots of UI pages and requires extensive configurations, does not necessarily mean that you need to implement a training program or associated certifications. The amount of money companies can put into training is endless. Is it worth it? Before investing in any type of training, you must weigh the costs to the tangible benefits and outcomes. As an employee working with a company-provided training budget or paying out of pocket, where should you spend your money? In this talk, Keli discusses assessing your customer, the people using your product, and your actual product. In addition to helping you understand the differences between your customer and the people actually using your product, she will show various training methods in use. She will also discuss the costs of implementing various training offerings and break it down – not only financially, but also from the paying customer perspective.