Should Product Vendors Offer Free Training to MSPs Resellers and Customers for Enhanced Success?

jason15065
4 days ago
3 min read

Training plays a crucial role in the success of any product, especially in technology-driven industries where Managed Service Providers (MSPs), resellers, and customers rely heavily on their knowledge to sell, install, and use products effectively. The question arises: Should training be included for free by product vendors? While training has costs, the benefits of well-informed partners and customers often outweigh these expenses. This post explores the balance between training costs and the value of free or affordable education for all stakeholders.

In a tech training session, two individuals engage in a detailed discussion, analyzing data on a computer screen in a modern office setting.

Why Training Matters for MSPs, Resellers, and Customers

The success of a product depends on the people who sell, install, and use it. MSPs and resellers act as the bridge between vendors and customers. If they lack proper training, they may struggle to explain product benefits, troubleshoot issues, or implement solutions effectively. This can lead to lost sales, frustrated customers, and increased support costs.

Customers who understand their products well tend to use them more fully and confidently. This reduces stress and reliance on support teams, improving satisfaction and retention. Training also helps customers discover new features and updates, maximizing the product’s value.

The Cost to Train and Its Impact

Training is not free to produce. Vendors invest in course development, instructors, platforms, and materials. These costs often lead to charging fees for training sessions, especially classroom-style or certification courses. The question is: What is a fair cost to train?

Some vendors charge high fees that can discourage MSPs, resellers, and customers from participating. This creates a barrier to knowledge and can hurt product adoption. On the other hand, offering all training for free may not be sustainable for vendors, especially smaller ones.

A balanced approach could be:

Provide free basic and ongoing virtual training for partners and customers to cover essential knowledge and updates.
Charge for advanced, specialized, or in-person training sessions.
Offer certification programs at a reasonable price to add value and credibility.

Leveraging Virtual Training for Greater Reach

The rise of virtual training has changed the game. Vendors can now create interactive, engaging courses that partners and customers can access anytime, anywhere. This reduces costs and removes geographical barriers.

Regular short briefs or webinars keep everyone updated on new features or best practices without overwhelming participants. This ongoing education supports continuous improvement and product success.

At Streamline Networks, we believe an informed customer is a happy customer. Providing accessible training helps users feel confident and less stressed, leading to better outcomes for everyone involved.

Examples of Effective Training Models

Several vendors have adopted successful training strategies that balance cost and accessibility:

Vendor A offers free online training modules for all partners and customers, with optional paid certification exams.
Vendor B provides free monthly webinars covering product updates and tips, while charging for in-depth workshops.
Vendor C uses a subscription model where partners pay a small monthly fee for unlimited access to all training content.

These models show that training can be both affordable and effective when designed with the needs of MSPs, resellers, and customers in mind.

Should Training Be Included? The Business Case

Including training as part of the product offering can be a smart investment. Well-trained partners sell more, install faster, and support customers better. This reduces the vendor’s support burden and increases customer satisfaction.

For customers, free or low-cost training encourages full product use and loyalty. It also builds trust in the vendor’s commitment to their success.

Vendors who charge excessive fees risk alienating their ecosystem and slowing growth. The cost to train should reflect the value it brings, not just the expense of delivery.

Final Thoughts

Training is essential for the success of MSPs, resellers, and customers. While there is a cost to train, vendors should carefully consider how much of that cost to pass on. Free or affordable training, especially virtual and ongoing, benefits everyone by improving knowledge, confidence, and product use.

Vendors who invest in accessible training build stronger partnerships and happier customers. This leads to better sales, fewer support issues, and long-term success.