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TOOLS & TOOLKITS
Visualize the impact of customer education on customer satisfaction and retention
This interactive template allows you to plug in customer education and business data to visualize your program’s impact on business-level metrics. Customize the definition of a "trained customer" to demonstrate how trained customers compare to untrained customers on key metrics like:
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- Net Promoter Score (NPS)
- Customer Satisfaction (CSAT)
How customer education impacts customer satisfaction
It’s no secret that customer education creates more informed and savvy product users, which in turn results in happier customers. Using this template, you can directly compare the satisfaction, quantified through NPS and CSAT scores, of trained and untrained customers. Share these visuals with internal stakeholders for additional buy-in and benchmarking.
How customer education impacts customer retention
Trained customers are your best customers. Demonstrate how your program directly impacts the bottomline, Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Define and compare trained customers to untrained customers to illustrate the impact your program has on GRR and NRR.
Gross Revenue Retention vs Net Revenue Retention
These two valuable metrics tell two sides of a similar story. GRR measures the percentage of customers who have stayed with a company over a period of time. It’s calculated using your total revenue (excluding expansions or upsells) minus churn revenue (cancellations, expirations, contractions or downgrades). This metric gives an overall view of customer loyalty and the effectiveness of retention strategies.
NRR is a slightly more comprehensive metric that includes cross-sell, upsell, and expansions. It’s calculated similarly to GRR, but includes any additional revenue from existing customers within that period of time. NRR provides a more complete view of customer retention and the impact of growth strategies to increase customer adoption and loyalty.
Ultimately, both metrics are important to capture the company’s full customer retention picture. With the Customer Education Business Impact Template, you can illustrate how trained customers compare to untrained customers on growing and retaining revenue.
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