Top Findings on the Business Impact of Customer Education

What business metrics does customer education impact?

What’s the value of customer education to an organization?

Those are the questions the 2024 Customer Education Benchmarks, Trends, and Total Economic Impact Report sought to answer.

In early 2024, Intellum commissioned Forrester to conduct a study of 300 customer education decision makers (director-level and above).

The data is in, and this is what it uncovered:

• 96% of respondents have at least broken even on their programs
• 86% have seen a positive return on investment

In addition, it found that the average education program surveyed led to a:

• 38.3% increase in adoption of products targeted by training
• 26.2% improvement in customer satisfaction
• 35% increase in average lifetime value per trainee
• 7.6% increase in revenue of products targeted by training
• 15.5% decrease in customer support costs for trainees
• 28.9% increase in win rates for new customers
• 8.1% reduction in sales cycle length

Dig Into the Data

Get more insights on the growth and trajectory of customer education, the economic impact of customer education as a function, the most popular and effective methods of educating customers, and how high-performing customer education teams think about resourcing when you download the report.