New Research: Key Findings on the State of Education-Led Growth
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How Customer Education Programs Drive Measurable Business Impact

John Leh, CEO and Lead Analyst at Talented Learning, and Greg Rose, Chief Experience Officer at Intellum, provide an inside look at recent research around customer education.

May 15, 2024 12:00 PM
EST
Duration:
60
Minutes
By registering, you agree to receive communications from all participating presenters.

Summit Schedule

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**The data is in: **96% of customer education programs see positive ROI of their customer education programs.
John Leh, CEO and Lead Analyst at Talented Learning, and Greg Rose, Chief Experience Officer at Intellum, provide an inside look at recent research around customer education.
In this webinar recording, you’ll get insight on:

  • Trends 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
  • How high-performing customer education teams think about resourcing
  • And so much more!

**The data is in: **96% of customer education programs see positive ROI of their customer education programs.
John Leh, CEO and Lead Analyst at Talented Learning, and Greg Rose, Chief Experience Officer at Intellum, provide an inside look at recent research around customer education.
In this webinar recording, you’ll get insight on:

  • Trends 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
  • How high-performing customer education teams think about resourcing
  • And so much more!
How Customer Education Programs Drive Measurable Business Impact
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How Customer Education Programs Drive Measurable Business Impact
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Speakers

John Leh Speaker Headshot
John Leh
CEO, Lead Analyst
at
Talented Learning
Greg Rose Speaker Headshot
Greg Rose
Chief Experience Officer
at
Intellum

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On-Demand
Upcoming Live
Webinar
on
May 15, 2024 12:00 PM
EST
Platform Tour

About this Session

**The data is in: **96% of customer education programs see positive ROI of their customer education programs.
John Leh, CEO and Lead Analyst at Talented Learning, and Greg Rose, Chief Experience Officer at Intellum, provide an inside look at recent research around customer education.
In this webinar recording, you’ll get insight on:

  • Trends 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
  • How high-performing customer education teams think about resourcing
  • And so much more!

Register for the webinar

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2024-05-15 12:00 pm

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By registering, you agree to receive communications from all participating presenters.

Webinar Recap & Notes

The Business Impact of Customer Education Webinar Recap

In this engaging webinar, host Shannon Howard, along with guests John (CEO and lead analyst at Talented Learning) and Greg Rose (Chief Experience Officer at Intellum), delved into the business impact of customer education based on recent research by Forrester Consulting. The session highlighted compelling findings that underscore how substantial investments in customer education can significantly affect business metrics, including revenue and customer retention rates.

Both guest speakers emphasized how increased investment in customer education programs positively correlates with measurable business outcomes, such as a 35% increase in the average lifetime value of a customer and a 30% increase in closed-won opportunities. The session encouraged participants to reconsider customer education not just as a support function but as a pivotal growth strategy, aligning with the broader revenue goals of the organization.

"Customer education works when the business invests in it. The minute that you can prove it, getting budget becomes easy." - Greg Rose

Attendees were also prompted to reflect on their existing programs and identify whether they were fully formalized, partially formalized, or ad hoc. The poll data revealed encouraging trends, showcasing that 65% of participants already have a dedicated customer education team. This shift demonstrates a growing recognition of the strategic importance of formalized education programs.

The webinar also introduced a series of insightful data points and scenarios from successful customer education programs. Participants learned about various customer education technologies' impact on moving organizational goals like cost reduction and retention, illustrating how different metrics could be tied directly to customer education efforts.

"The answers to where we should improve customer education initiatives are found in the support tickets." - Greg Rose

Further discussions covered the distinction between high-stakes certification and certificates or badges, emphasizing the importance of meaningful content that drives reputational and career growth for users. Panelists argued that organizations are increasingly shifting towards embedded, on-demand learning experiences that align more closely with the fast-paced, need-driven demands of the modern workplace.

In closing, the speakers reiterated the necessity for organizations to assess their educational strategies comprehensively. Viewing customer education as paramount to business success, they recommended utilizing strategic data to enhance these programs. The value of leveraging external expertise was highlighted, suggesting investments in quality content and suitable platforms that can evolve in scale and experience with user needs.

The session concluded by underscoring educational governance's role in orchestrating coherent education strategies, setting the stage for effective customer engagement and sustainable growth momentum.

Summit Schedule

No items found.
How Customer Education Programs Drive Measurable Business Impact
is a session within the
View Summit
How Customer Education Programs Drive Measurable Business Impact
is an episode of
_Underscore
Explore the webinar series
How Customer Education Programs Drive Measurable Business Impact
is a session within the
View Summit
How Customer Education Programs Drive Measurable Business Impact
is an episode of
_Underscore
Explore
_Underscore

Speakers

John Leh Speaker Headshot
John Leh
CEO, Lead Analyst
at
Talented Learning
Greg Rose Speaker Headshot
Greg Rose
Chief Experience Officer
at
Intellum