Based on our findings from surveying 250+ external (customer and partner) education teams, this report is the most comprehensive survey of the external education industry to-date. The report provides insights related to COVID-19 impacts, budgets, target audiences, training formats and engagement, completion rates, monetization strategies, and more.
With this report, you will see how companies across a variety of industries are building, optimizing, and measuring their training programs, and uncover ways to do the same with your training initiatives.
Key insights from our research include:
- 81% of responding organizations use their training programs to educate multiple audiences.
- 62% of respondents indicate their training budget has increased year-over-year, and 83% expect their budgets to increase in the next 1-3 years.
- Of the 56% of respondents who currently charge for training, 74% expect to further monetize aspects of their program in the next year.
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In light of COVID-19, 50% of respondents indicate that their students are now spending more time learning, and 23% of responding organizations have opened up some or all of their courses to new audiences (non-customers, employees, and/or the public).
Customer Education budgets are increasing, reinforcing our observation about the positive growth trajectory of the function. Of respondents who disclosed their annual budgets, 62% indicated that their training budget has increased year-over-year and a further 83% anticipate their training budget will increase in the next 1-3 years.
When it comes to the parent function and organizational reporting structure for training teams, the data shows a lot of diversity. While Customer Success and Professional Services are the most common departments for training to report into, we also found a number of teams that report into Marketing, Product/Engineering, and Support