© FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. For this study, we examined the extremes — the highest- and lowest-success organizations. High-success firms see substantially greater benefits from their customer education programs. Defining success 5.5% 5.9% 4.9% 5.7% 12.1% 15.8% 22.0% 21.9% 17.9% 20.8% 28.3% 8.8% 9.4% 9.5% 12.8% 24.7% 24.8% 31.3% 39.8% 41.6% 45.8% 52.4% Increase in average revenue per trainee Increase in annual revenue for products targeted by training Decrease in annual customer support cost Decrease in sales cycle length Decrease in number of support inquiries Increase in average retention rates for products targeted by training Increase in win rates for new customers Increase in average lifetime value per trainee Increase in reported customer satisfaction rates Increase in engagement for products targeted by training Increase in adoption of products targeted by training High success Low success Base: 120 education decision-makers in the US, with 60 each in the “high-success” and “low-success” groups Source: A commissioned study conducted by Forrester Consulting on behalf of Intellum, March 2024
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