17 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. Forrester modeled the three-year financial impact of establishing a customer education program for a composite organization based in North America with $1 billion in annual revenue. This analysis leverages data from 122 respondents from organizations with fully formalized customer education programs that are moderately or very confident in their ability to track program impact. The customer education program drives many benefits including adoption, engagement, satisfaction, and beyond, which indirectly or directly lead to discrete financial results. These financial outcomes are consolidated in the financial model in their impact on increased customer retention, increased revenue per trainee, and reduced support costs. The Total Economic Impact™ Of A Customer Education Program Base: 122 education decision-makers in the US from organizations with fully formalized education programs and that are moderately or very confident in their organization’s ability to track their program’s impact Source: A commissioned study conducted by Forrester Consulting on behalf of Intellum, March 2024 $6.71 in annual cash flow per $1 in annual spend by Year 3 56% 37% 7% Benefits By Category Improved customer retention Increased customer spending Support cost savings
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