What you’re reading: This is a drop from the Docebo DRIP (Data, Research, and Insights Program). Every two weeks, we release fresh, data-packed insights. Expect hard stats, sharper truths, and takeaways you can use right now to elevate L&D.
Here’s a brutal reality check: 70% of L&D teams training customers say they’re overwhelmed by admin burden.
That’s not just “busy”—that’s drowning.
We did some digging and found that’s 20% higher than teams focused on internal training. External L&D isn’t just harder—it’s systematically under-resourced.
The perfect storm: Why external ed teams are sinking
It turns out, most teams are forced into a sink-or-swim mentality without the resources to stay afloat:
- 40% of external ed teams cite platform limitations as part of the problem. It’s the classic square peg, round hole problem. They’re trying to deliver world-class customer experiences through tools designed for employee onboarding.
- 40% lack the internal capacity to handle the workload. Revenue-generating education programs are running on skeleton crews.
- 53% are stuck hacking together reports just to prove value to clients. More than half of teams are wasting time hacking together spreadsheets just to prove what they’re doing is worth the investment.
The revenue leak no one’s talking about
External education drives customer adoption, reduces churn, and creates competitive differentiation. It’s a revenue engine that directly impacts the bottom line.
Yet these teams are consistently under-staffed, under-tooled, and overwhelmed by administrative busywork that internal teams don’t face.
The bottom line
Customer education isn’t a “nice-to-have” support function. It’s a revenue driver that deserves revenue-level investment.If your external training team is spending more time and effort on admin than education, you’re not just failing your customers and burning out your people—you’re throwing potential revenue overboard.
