Skilljar's 2024 Customer Education Trends Research Question Title * 1. Are you a current Skilljar customer? Yes No Other (please specify) Question Title * 2. What industry is your company in? Manufacturing Technology/SaaS Healthcare Education Finance & Banking Retail Professional Services Government Other (please specify) Question Title * 3. How many employees does your company have? 1-10 11-50 51-200 201-500 501-1,000 1,001-5,000 More than 5,000 Question Title * 4. What is your company’s annual revenue? Less than $1M $1.1-10M $11.1-50M $51.1-100M $101.1-500M $501.1M-$1B More than $1B Not sure Question Title * 5. Where is your company headquartered? North America Europe Asia-Pacific Latin America Middle East & Africa Question Title * 6. What is your job level? Executive (C-Suite, President) Senior Management (VP, Director, Head of) Manager (you have direct reports) Individual Contributor Question Title * 7. What is your job title? Question Title * 8. Have you been promoted in the past two years? Yes No Question Title * 9. Where does your Customer Education team currently sit in your organization? We have our own Customer Education Department Customer Success/Digital Customer Experience Customer Support Product Education Customer Enablement Professional Services Product/Engineering Marketing HR Internal Learning and Development We don't have a Customer Education program Other (please specify) Question Title * 10. Do you expect your Customer Education budget to increase next year, if so, how much? No, I expect it to stay flat Yes, 1-10% Yes, 11-20% Yes, 21-50% Yes, more than 50% Question Title * 11. How many people are on your Customer Education team? 1 (solo practitioner) 2-5 team members 6-10 team members 11-20 team members More than 20 team members Question Title * 12. How many learners does your Customer Education team serve? Fewer than 100 learners 101-500 learners 501-1,000 learners 1,001-5,000 learners 5,001-10,000 learners More than 10,000 learners Not sure Question Title * 13. What initiatives does your Customer Education team own? (select all that apply) On-demand courses with quizzes or exams Learning paths Instructor-led training (virtual or in-person) Certifications In-product guides (ex: Intercom, Pendo) Interactive tutorials, demos, videos (ex: Iorad, Arcade, Clueso) Micro-learning (video) Webinars and workshops Customer communities or user groups Help Center and Knowledge Base Content Cohort Learning Gamification Other (please specify) Question Title * 14. Where do the majority of new course requests come from? Customer support Customer success Product/Engineering Marketing C-Suite Other (please specify) Question Title * 15. How many new courses do you estimate your Customer Education team created in 2024? 0-10 11-25 26-50 Over 50 Question Title * 16. What portion of your courses do you think drove the most impact in 2024? 0-10% 11-20% 21-50% 51-70% I don't know Question Title * 17. Where do you think AI will have the most impact on your Customer Education program? Accelerating course creation and content updates Providing personalized learning paths experiences (role-based, industry-based, etc.) Automating administrative tasks (e.g., scheduling, reporting) Analyzing customer learning behavior and feedback Localizing course content Question Title * 18. How has AI impacted your productivity? Positively—1-10% increase in productivity Positively—11-20+% increase in productivity Negatively—1-10% decrease in productivity Negatively—11-20%+ decrease in productivity None of the above Question Title * 19. What is one area you think AI has been 'overhyped' for Customer Education teams? Question Title * 20. What is one workflow that AI has helped you with the most? Question Title * 21. What is the top goal of your current Customer Education strategy? Generating new leads for marketing and sales Onboarding new customers onto the product to reduce time-to-value Driving customer retention and reducing churn through product adoption Generating revenue from paid education offerings Reducing support ticket volume through proactive education Training internal teams on the product Training partners on the product Question Title * 22. Rank the top challenges your team is facing, from most challenging to least. Question Title * 23. If you had to pick one business metric your C-Suite cares about most right now, what would it be? Support ticket deflection Increased Customer Satisfaction Score (CSAT) Increased product adoption Faster time-to-value (TTV) through onboarding Increased recurring revenue retention (NRR) Increased net promotor score (NPS) Other (please specify) Question Title * 24. How has the pressure to prove the business impact of Customer Education to the C-Suite changed over the past 2 years? More pressure No change Less pressure Question Title * 25. Do you agree with the statement,"I feel confident that my C-Suite knows the full business impact of Customer Education" Strongly agree Agree Neutral Disagree Strongly disagree Question Title * 26. Which business impact metrics are you currently able to tie to your Customer Education programs? (select all that apply) Support ticket deflection Increased Customer Satisfaction Score (CSAT) Increased product adoption Faster time-to-value (TTV) through onboarding Increased recurring revenue retention (NRR) Increased net promotor score (NPS) None of the above Other (please specify) Question Title * 27. Which business impact metrics did you make the most positive progress on in 2024? Support ticket deflection Increased Customer Satisfaction Score (CSAT) Increased product adoption Faster time-to-value (TTV) through onboarding Increased recurring revenue retention (NRR) Increased net promotor score (NPS) Other (please specify) None of the above Question Title * 28. Do you have a definition for a trained v. untrained customer? (ex: number of course completions, etc.) Yes We’re working on it No If you have a definition, what is it? Question Title * 29. Do you integrate your Learning Management System (LMS) to your Customer Relationship Management (CRM) or Business Intelligence (BI) tools? Yes No I don't have an LMS Question Title * 30. Do you have a strategy to monetize your Customer Education offerings? Yes, we charge for some or all courses or certifications No, but we are exploring monetization No, all training is free Other (please specify) Question Title * 31. If you charge for training, which pricing models do you use? Subscription packages with à la carte options Per seat/person Bundles Built into our customer success service fee We don't monetize Question Title * 32. If you had to pick one prediction for the future of Customer Education in the coming year, what would it be? Question Title * 33. Interested in providing direct quotes for the report? Drop your email here! Question Title * 34. Want to get early access to the report? Drop your email here! 100% of survey complete. Submit