Project Title: Introduction of Training and Certifications as a new revenue generating model at Quickbase

Problem Statement:

At Quickbase, the organization faced a challenge in delivering comprehensive training and certification programs to customers and partners. This gap hindered the ability to effectively educate users on product features and usage, ultimately affecting customer success and limiting potential revenue streams.

Solution and Implementation:

• I led the strategic evaluation of several Learning Management Systems (LMS) and successfully identified Skilljar as the optimal solution.
• Integrated the LMS with Customer Relationship Management (CRM) and Enterprise Respource Planning (ERP). These integrations enabled Quickbase to efficiently manage training courses, both virtual and live, while also automating the tracking of student enrollments, accurately recognizing the revenue and the generation of reports.
• This integration provided the organization with robust capabilities for creating and managing training courses, both virtual and live, along with certification programs.
• The implementation involved seamless synchronization between Skilljar and Quickbase’s CRM, ensuring that course data, training events, and enrollments were consistently updated across systems. This setup allowed for the automatic updating and publishing of courses, tracking of student enrollments, and generation of reports for missing contacts, significantly improving the overall management of the training process.

Impact and Results:

• Customer Engagement: Quickbase saw remarkable improvements in customer engagement and revenue growth. In the first year, 1,000 professionals became Quickbase-certified, and by the second year, it had doubled to 2,000.
• Customer Satisfaction: Certified users demonstrated higher satisfaction rates and loyalty which was evidenced by the higher CSAT scores. According to Technology Industries Services Association (TSIA), companies with trained customers experience a 92% renewal rate compared to the renewal rate for companies (80%) who have untrained customers.
• Higher ARR (Annual Recurring Revenue): Customers with at least one certified employee showed a 69% higher ARR than those without certified employees. Additionally, the success of instructor-led training programs was evident through a 25% higher ARR from users who underwent this form of training compared to non-trained customers. The eLearning programs also yielded 11% increase in ARR.