Customer Analysis

The time of purchasing the service and whether the customer is a repeat customer. Most clients come to us with a very clear idea of what they need. This can include:

One-off events for individuals or small teams - $600-$2,000
A series of small events which tend to be tactical rather than strategic - $,1500-$5,000
A small program of events which tend to be blend of tactical and strategic - $3,500-$25,000
Digital content (Hub, LXP, LMS or purchase) - $5,000-$500,000
Small-scale client partnering over 12-24 months - $15,000-$75,000
Larger RFx based requirements which tend to be multi-year, global and multi-modal - $50,000-$2,000,000 (per year)

Customer background, specific department involved in negotiation and closing the dealOne-off events for individuals or small teams - $600-$2,000

As per the introduction our clients are very diverse and we tend not to see much, if any, correlation between client size, industry, or geographical location, and their buying patterns. With that said, we do see some patterns of buyers themselves:
Most buyers tend to come from HR, Talent, or People depts.
Our larger spenders (>$50k) tend to be ‘heads-of’, ‘directors’, ‘senior-managers’, ‘global heads’, ‘VPs’, ‘SVPs’ etc
Buying patterns tend to ad hoc but linked to budget cycles and internal L&D demand which tends to particular to each client – this makes managing seasonal revenue forecasting quite challenging.

The main motivation of the customer to purchase the service and feedback on the service

Usually part of bigger L&D/HR/People effort for spend above $50k.
For smaller purchases we’re usually responding to specific remedial client requirements at individual or team level
Feedback is gathered both formally through evaluation and informally through conversations with our client partners. Our clients expect and demand a very high level of customers service and training delivery quality.

The content of the purchased service, including platform functionality and purchased content

The content is extremely diverse but usually focused on leadership, management, personal development, and life-skills
The content is usually delivered as a blend of virtual workshops and digital support materials delivered via our platforms

The primary user group and usage frequency of the online system as reported by the customer

Individual contributors (35%)
Junior/mid-level leaders (50%)
Senior leaders (15%)
Most groups have a frequency level of about 60% return to our platform. This is usually measured as, ‘engagement’ which means that on average 60% of our client employees have used and retuned to our platform.

Are there any offline services, and who delivers them?

Yes – we can delivery workshops, experiential events, and coaching in-person but today this represents only about 10-15% of our revenues

Renewals conversion stories (why sunset)

We have an average (12-month or longer) renewal rate of about 80% across our LXP contracts. They might sunset if another part of their business buys new tech or if they need improved LMS functionality

Summary of who likes us where we have success, and where we struggle.

We work best with larger clients who need help with global deliveries at scale. We do sometimes struggle servicing those industries where folks don’t have access to a computer all day. Retail and manufacturing shop-floor are good examples.