How A SaaS Company Measures Customer Retention Training ROI Check out how one SaaS company measures the impact of training on customer retention! Published on 25 September, 2018 | Last modified on 1 November, 2022 Training teams at Software as a Service (SaaS) companies know that their programs play a big role in customer retention – which ends up impacting the business’s bottom line. Whether the training is onboarding to get customers seeing the value of their big purchase immediately or ongoing support for current clients to keep them happy (and upsell), customer training is imperative to keeping customers engaged with your product. That’s why customer training teams like the one Jessica Coburn leads at Social Solutions need to focus on measuring (and demonstrating) the success of their programs. Hear more from Jessica directly by watching our free on-demand webinar, Case Study: How to Create a Training Measurement Strategy Customer Training as Part of Customer Support Social Solutions Global (SSG), the developers of Efforts to Outcomes (ETO®) and Apricot® software, is the leading provider of outcomes management software for the human services. The software equips nonprofit and government agencies to drive performance by making data useful at all levels, from frontline staff to executive leadership. Social Solutions has always seen the importance of training to customer success. Up until January 2016, the training team was actually embedded in the Customer Support department. As Jessica began growing the team, they spun into their own unit to provide more focused solutions. Customer Training Goals Jessica and her team design and implement training for the two Social Solutions platforms. While originally their goals focused on revenue generation, Jessica recognized that training’s real goal is to develop independent and self-sufficient software users. With this in mind, Jessica set out to develop metrics that reflected the true impact of training on customer retention. Measuring the Success of Customer Retention Training Jessica’s measurement strategy takes into consideration two different audiences: the learner population (ie customers) and Social Solutions. If her training is successful, there will be reduced demand on the company’s Support and Professional Services teams. To create this strategy, Jessica mapped success to each level of the Kirkpatrick Model of assessment: Level 1 – Grading Matrix for Each Learner Level 2 – Change in Learner Perception Towards the Software Level 3 – Customer Call Support Metrics Level 4 – Correlation Metrics such as Length of Implementation and Customer Retention The Importance of Measurement By creating a measurement strategy around her training program, Jessica is able to demonstrate the impact of her team on customer retention, a key performance indicator her executive team focuses on. It also helps her evaluate where her training has been effective and improve the design of training programs that aren’t having the impact they should. Learn More This is a quick peek into the insights Jessica shared in our on-demand webinar, Case Study: How to Create a Training Measurement Strategy. Learn more, and let us know how you measure your customer training! twitter Tweet facebook Share pinterest Pin Next Post Previous Post Mimeo Marketing Team Mimeo is a global online print provider with a mission to give customers back their time. By combining front and back-end technology with a lean production model, Mimeo is the only company in the industry to guarantee your late-night print order will be produced, shipped, and delivered by 8 am the next morning. For more information, visit mimeo.com and see how Mimeo’s solutions can help you save time today.