Better Customer Education Can Help Tech Firms Retain Customers and Grow Revenues

Customer education, in which firms train customers on how to get the most value out of their products, helps businesses to retain customers and grow revenues. But half of firms struggle to report on the success of such training, limiting the impact on the business.

Questionmark, the online assessment provider, is encouraging tech firms to build in assessments to customer education programs so they are more effective.

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“Questionmark can help tech firms to offer effective testing methods globally at scale. Using assessments to measure the effectiveness of customer education enables firms to provide a more comprehensive service to customers and demonstrate the return on investment that customer education offers.”

For tech firms, software-as-a-service profits increase the longer the firm retains a customer.2 Customer education programs help firms to explain their products to customers, thereby improving experience, retention, and revenues as a result.

Half (50%) of firms say assessing the success of customer education is a top challenge, according to research from a leading customer education platform.3

Testing customers before, during and after training makes customer education more effective. With online assessments, tech firms can pinpoint how customers could make better use of their service and be sure that their programs are making a real difference to customers.

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Lars Pedersen, CEO of Questionmark, said: “Integrating enterprise-grade assessments into customer education programs enables tech firms to demonstrate the success of their programs, retain customers and grow revenues. By being able to accurately measure what customers know and what they don’t, firms can show the effectiveness of their training and better help customer use their products.

“Questionmark can help tech firms to offer effective testing methods globally at scale. Using assessments to measure the effectiveness of customer education enables firms to provide a more comprehensive service to customers and demonstrate the return on investment that customer education offers.”