Download and use Skilljar's Customer Education Business Impact Template (Template) to easily communicate the value your training programs have on your business’s revenue and growth. The Template connects and calculates your learning and business data in a chart format, and provides you with a simple and effective way to present the value of your customer training programs to your business leadership. Simply download the template, add your data, and show off just how impactful your training programs have been to your business’s success.
You can download business impact templates here.
What is the Customer Education Business Impact Template?
The template is a downloadable asset that allows you to import and connect the learning data from your Skilljar analytics dashboard with your business metrics. The template uses each set of data to calculate the business impact of a trained customer compared to an untrained customer and provides the results within a series of output charts. The data and charts can then be used to communicate the business impact of training programs to your senior leadership and justify that continued investment in customer training will aid business growth.
What kind of data is used in the Customer Education Business Impact Template?
The Template compares trained accounts against untrained accounts in these four metrics:
- Gross Revenue Retention (GRR)
- Net Revenue Retention (NRR)
- NPS
- CSAT
Why is the Customer Education Business Impact Template useful?
Customer education is important, but so is showing the value and impact that your training programs bring to your business, which is the part business leaders are most interested in.
Your Skilljar dashboard analytics, such as student enrollments, active users, and course completions provide an in-depth picture of our training programs, but they don’t tell the whole story of how customer training has affected your business’s revenue and growth.
The template allows you to show the value of your learning analytics alongside key business metrics and easily communicates the impact of your training programs to the business to senior leadership using simple and effective charts. These charts can be useful for justifying continued and increased investment in your education program.
Before getting started
Our templates work best for customers who use student groups to represent a company (for example, end-customer accounts). This can be achieved by automating group creation, which our Customer Success team can enable for you. Once group creation automation is in place, your Skilljar data is available on an account level. If you’re not using these capabilities today, please reach out to our Customer Success team to set this up and backfill your data.
Note: You can use student groups to create your account-level training data and for visibility, access, and permissions.
How to use the Customer Education Business Impact Template
Please read the file ReadMe tab within the template to begin. There are two versions of the Customer Education Business Impact Template (Microsoft Excel and Google Sheets).
- Note: You can't export the Google Sheets format to Microsoft Excel, so if your final desired format is Excel, it is best to download that version of the template.
To get started, you’ll need:
- A copy of the template in spreadsheet form - you can download the ‘read only’ version here.
- The time frame you’re interested in assessing
- Example: are you comparing over the fiscal quarter or the last six months?
- Your “definition of trained.”
- Example: what are you interested in seeing the impact for? Such as certifications and course completions. This will help determine which Skilljar analytics content filters to use before exporting/downloading your data.
- A CSV file with your account-level data from Group Analytics filtered with your chosen time frame.
- Note: If you don’t use student groups to represent your end-customer accounts your group data will not be useful in our impact templates.
- Customers who use the templates successfully automate group creation and also use Group Categories to differentiate between account groups and visibility groups.
- Account ARR business data, including your prior and current ARR numbers, and the email domain for the accounts you are assessing.
- You may need to work with your finance and or/RevOps teams to get your data in the desired format.
- Account NPS/CSAT business data, including the contact email of the person who took the survey.
- You may need to extract this data from a survey or CS tool, or your CRM.
- Note: You don’t need the NPS and CSAT numbers for each respondent. You can copy just one and skip the other and the calculations will still work.
- You may need to extract this data from a survey or CS tool, or your CRM.
Saving and editing the template
When you download the template, the file will be a Microsoft Excel file. When you open the file, you'll see the option to use Google Sheets. Select the associated file and you'll be asked to make a copy of the original Google Sheets file. The file will load and you can rename it to whatever you’d like.
- Select Make a Copy.
- The new file will load.
- Rename the template to a name of your choice.
This will download a copy of the template which you can then edit with your own data.
Template tabs
There are several tabs you can navigate through at the bottom of the template, and each has its own uses. These tabs are:
- Input: Training Data - Used to input (copy/paste) your training data. The training data must be in the same format and column order as the headers in order to work.
- Input: Account ARR - Used to input (copy/paste) your account-level ARR data. This data should be available from your finance teams and must be in the same format and column headers in order to work.
- Input: Account NPS/CSAT - Used to input (copy/paste) your account-level NPS and/or CSAT scores. This data should be available from your Customer Success and/or CRM Ops teams and must be in the same format and column headers in order to work.
- Calculations - This tab connects the Training Data inputs to your business data inputs, which is used to provide the charts on the relevant tabs. No action is needed from you on this tab.
- Charts: NPS/CSAT - This tab provides charts for NPS and/or CSAT for trained customers and untrained Customers. On this tab, you’ll have some flexibility to define what trained means, which will adjust the outputs.
- Charts: ARR Retention - This tab provides charts for gross retention and net retention for trained customers and untrained customers. On this tab, you’ll have some flexibility to define what Trained means, which will adjust the outputs.
For more detailed information about each tab, see the individual sections below.
Input: Training data
In this tab, you’ll import the data from your Skilljar dashboard analytics.
- Go to your Skilljar dashboard and open the Group Analytics page.
- Use the data and content filters to align with your chosen time frame and “definition of trained.”
- Learn more about filtering your group analytics and downloading your data here.
- Select the relevant group category.
- Download the data in a CSV file.
- Copy the data from the CSV and paste it into the relevant sections in the input table.
Input: Account ARR
In this tab, you’ll import the account ARR data from your business into the input table under the relevant headers. You may need to work with your finance and or/RevOps teams to get your data in the desired format.
The table is broken into three columns.
- Prior ARR - The prior revenue period for the accounts you’re assessing.
- Current ARR - The current (or most recent) period revenue for the accounts you’re assessing.
- Domain - The email domain for the accounts you’re assessing, which will be connected to your business data.
Note: When there is a value for Prior ARR and a $0 (or no value) for Current ARR, this will be assumed as churned.
Input: Account NPS/CSAT
In this tab, you’ll import your business's account NPS and/or CSAT data into the input table under the relevant headers. You may need to extract this data from a survey or CS tool or your CRM.
- Note: You don’t need the NPS and CSAT numbers for each respondent. You can copy just one and skip the other and the calculations will still work.
The table is broken into four columns.
- Contact email - The respondent email of who completed the NPS or CSAT survey.
- NPS score - The raw score (0 to 10) of the respondent. If blank or null, this will be skipped.
- CSAT score - The raw score (0 to 5) of the respondent. If blank or null, this will be skipped.
- Note: This must be a number.
- Email domain - This is a calculated field, which uses the domain from the contact email.
- Note: Please do not input any data into this field, it will calculate automatically.
Charts: NPS/CSAT
This tab provides the output metrics and impact of trained accounts on NPS and/or CSAT scores, along with the business growth impact. You can select between your “definition of trained” (for example, completions or certificates) and the "quantity for trained" using the input selections (for example, selecting completions and 5 "quantity for trained" shows five or more completions of your selected learning content over your chosen time frame).
Below the input selection shows a table for NPS and CSAT output. The training impact fields show a green or red arrow (or - if no change), with green indicating the positive impact of the training program, and red indicating a negative impact. These include:
- Trained accounts - The number of accounts who have taken the training identified in the input data.
- Untrained accounts - The number of accounts who haven’t taken the training identified in the input data.
- Percent of accounts trained - The percentage of trained accounts calculated from the two metrics above.
- Training impact on NPS/CSAT (#) - How much the score average has changed due to the training.
- Training impact on NPS/CSAT (%) - The growth percentage score due to the training.
The bar charts compare NPS (left) and CSAT (right) scores for trained customers (left blue bar) against untrained customers (right red bar).
Charts: ARR Retention
This tab provides the output metrics and impact of trained accounts on your business’s ARR retention. along with the business growth impact. You can select between your “definition of trained” (for example, completions or certificates) and the "quantity for trained" using the input selections (for example, selecting completions and 5 "quantity for trained" shows five or more completions of your selected learning content over your chosen time frame).
Below the selection shows a table for Gross Revenue Retention output (left) and Net Revenue Retention output (right) metrics. These include:
- Trained accounts - The number of accounts who have taken the training identified in the input data.
- Untrained accounts - The number of accounts who haven’t taken the training identified in the input data.
- Percent of accounts trained - The percentage of trained accounts calculated from the two metrics above.
- Training impact on GRR ($) - The revenue amount gained (or lost) due to having trained accounts.
- Training impact on GRR (%) - The growth percentage due to having trained accounts.
The bar charts compare Gross Revenue Retention (left) and Net Revenue Retention (right) numbers for trained customers (left blue bar) against untrained customers (right red bar).
Calculation Descriptions
This tab provides an overview of key assumptions related to the Template and provides an overview of how the metrics are calculated.
Calculations
This tab connects the Training Data inputs to your business data inputs, which is used to provide the charts on the relevant tabs. It provides a view of how the numbers in the chart tabs have been calculated from the data you input.
No action is needed from you on this tab.