29 © FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. High-success firms are far more likely to have fully formalized customer education programs “Which of the following best describes your organization’s customer education/customer training efforts?” 78% 17% 5% 35% 45% 20% Fully formalized: We have a dedicated customer education/customer training program and/or team Somewhat/partially formalized: We have planned customer education/customer training initiatives, but they are just a part of our overall marketing program/content Ad hoc: We have occasional customer education/customer training efforts, but we have no formal program or strategy 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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