© FORRESTER RESEARCH, INC. ALL RIGHTS RESERVED. Low-success firms don’t utilize their vendors in a strategic way … 24% 44% 51% 80% 43% 52% 30% 57% We did/do not have the required expertise/skills in-house We wanted an outside perspective to think about our customer education/customer training program in innovative ways It costs less to use a third party It is faster to use a partner High success Low success “Why did/does your organization utilize a third-party customer education/customer training vendor for its customer education/customer training efforts?” When high-success organizations choose to outsource, they are much more likely to do so to gain expertise, skills, and innovation around customer education that they don’t have in-house. When low-success organizations outsource, it is far more likely to do so simply to cut costs and speed up the process. Base: 161 customer education decision-makers at organizations using a third-party education vendor Source: A commissioned study conducted by Forrester Consulting on behalf of Intellum, March 2024
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