Research Indicates that Customer Training is Growing Faster than Employee Training

Expertus and Training Industry, Inc. announced the release of the findings from their joint August 2008 study, Optimizing Customer Training. The research found that 48% of survey respondents believed that customer training budgets would go up, compared with 32% of respondents who believed that employee training budgets would go up in 2009. Further, 41% believe customer training budgets would increase by over 10%, with as many as 19% expecting it to go up by over 20%.

In addition to this growth, over one-third of respondents reported that they are getting a strong benefit from their customer training, not only in customer satisfaction (52%) but also in increasing training revenue (50%) and customer retention (30%).

Other findings include:

--The vast majority of companies used website and email marketing to market training to their customers, which many also considered to be the most effective way to market their programs.

--Webinar technology is used most frequently to deliver customer training.

--The two top challenges had to do with a lack of resources – in staffing and in marketing expertise or budget.

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