Measuring the ROI  /  VOI of Customer Learning

Customer learning is a "value-add" that differentiates your company from the competition. This is because it's a win-win: Customers learn to use your product or service more effectively and you benefit from the revenue stream. These qualities are often considered by looking at return on investment (ROI) and value of investment (VOI), which have a well-defined connection. Unless your customers find value—their VOI—from the learning that you provide, you will not reap any financial reward—your ROI. The emphasis of this chapter is how to you can measure the ROI and VOI of learning throughout the customer lifecycle.

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