At Gainsight, we understand the vital role that customer education plays in driving sustainable growth and fostering strong relationships with our clients. That’s why we’ve made significant investments in our own customer education program, Gainsight University. And the results speak for themselves.
Recently, we conducted a comprehensive study of our customer data, and the findings were clear: having a trained Gainsight Admin through Gainsight University positively impacts key metrics such as Net Promoter Score (NPS), Expansion Annual Recurring Revenue (ARR), and Active Users.
Let’s dive into the data and take a closer look at each metric.
NPS: Amplifying Customer Advocacy
Net Promoter Score (NPS) is a critical indicator of customer loyalty and satisfaction. Our study revealed a direct correlation between Gainsight Admins who completed our education program and an increase in NPS scores among our clients.
In the above video, Steve Cornwell, SVP of Customer Education, Gainsight, shared on the Pulse conference stage that, based on Gainsight University data, Gainsight Admins who go through our certification program have twice as high an NPS as Admins who don’t.
Here’s a closer look at the study’s results:
- For companies with a Certified Admin, the average NPS was 45—vs. 31 for companies without an Admin
- For companies with a Certified Admin, the average NPS for Execs was 69—vs. 28 for companies without an Admin
By equipping our clients with the knowledge and skills they need to maximize the value of our platform, we empower them to deliver exceptional experiences to their own customers. This not only strengthens their relationship with us, but also fuels organic growth through positive word-of-mouth and referrals.
Expansion ARR: Driving Revenue Growth
Expansion Annual Recurring Revenue (ARR) is the lifeblood of any SaaS business. Our data demonstrated that clients with trained Gainsight Admins had 51% higher Expansion ARR per account. We think that’s a pretty big deal.
We’re thrilled that the training programs we offer our customers, specifically the Gainsight Admin program, are making a real impact on the businesses we serve. Through Gainsight University, our clients gain insights into advanced features, best practices, and innovative strategies for driving adoption and expansion within their organizations. This newfound expertise translates directly into tangible revenue growth opportunities, as they unlock additional value from our platform and expand their usage over time.
Active Users: Maximizing Platform Utilization
Active Users are the cornerstone of success for any SaaS platform. Our study revealed that clients with trained Gainsight Admins consistently boasted higher levels of platform engagement and utilization.
In fact, we found that 65% of our active customers have a trained Admin today AND we discovered that our customers with a trained Admin have a 3x higher average Healthy Active User score.
By arming our clients with the knowledge and resources they need to become power users, we empower them to extract maximum value from our platform and drive meaningful outcomes for their business. This not only solidifies their commitment to our solution but also fosters a culture of continuous learning and improvement within their organizations.
Customer Education Drives Success for All
In today’s competitive SaaS landscape, customer education strategies are not just a nice-to-have—they’re mission-critical. As demonstrated by our own experience with Gainsight University, the benefits of a robust customer education program are clear and far-reaching.
By prioritizing customer education strategies and empowering your clients to become experts in your platform, you not only drive immediate results in metrics like NPS, Expansion ARR, and Active Users, but also lay the foundation for long-term growth and sustainability.
Learn More
Learn more about Gainsight Customer Education today.
