msueconВестник Московского университета. Серия 6. ЭкономикаLomonosov Economics Journal0130-0105MSUPRESS10.55959/MSU0130-0105-6-60-2-15msuecon-1413Research ArticleМЕЖДИСЦИПЛИНАРНЫЕ ИССЛЕДОВАНИЯINTERDISCIPLINARY STUDIESОбучение клиентов и динамика потребления сервисов облачной платформыCustomer education and dynamics of cloud platform services consumptionПоросенковГ. А.PorosenkovG. A.

Поросенков Геннадий Андреевич — аспирант; руководитель обучения клиентов и партнеров

Москва

Moscow

gaporosenkov@yandex-team.ruhttps://orcid.org/0009-0002-8063-4830СелезневаВ. Н.

Селезнева Валентина Николаевна — лид-методолог обучения клиентов и партнеров

Москва

valentina0904@yandex-team.ruhttps://orcid.org/0009-0004-5156-5324КизяковД. А.KizyakovD. A.

Кизяков Дмитрий Алексеевич — студент; Аналитик-разработчик

Москва

Moscow

kizyakov-d@yandex-team.ruНациональный исследовательский университет «Высшая школа экономики»; Yandex CloudРоссияHSE University; Yandex CloudRussian FederationYandex CloudRussian FederationYandex CloudRussian FederationФинансовый университет при Правительстве РФ; Yandex CloudRussian FederationFinancial University under the Government of the Russian Federation; Yandex CloudRussian Federation202505062025602332351Copyright © Поросенков Г.А., Селезнева В.Н., Кизяков Д.А., 20252025Поросенков Г.А., Селезнева В.Н., Кизяков Д.А.Porosenkov G.A., Селезнева В.Н., Kizyakov D.A.Данная работа распространяется под лицензией Creative Commons Attribution 4.0.This work is licensed under a Creative Commons Attribution 4.0 License.https://msuecon.elpub.ru/jour/article/view/1413

Чтобы обеспечить эффективное использование сервисов и сделать их более доступными для пользователей, компании-разработчики и поставщики IT-решений реализуют обучение клиентов. Исследования указывают на положительное влияние обучения клиентов на показатели деятельности компании, однако сохраняется дефицит экспериментальных исследований, оценивающих экономический эффект обучения. Цель исследования – сравнить динамику потребления сервисов облачной платформы компаниями-клиентами, сотрудники которых проходили обучение и не проходили обучение по программе вендора. Выполнено сравнение нормализованного прироста (n-gain) среднедневного потребления сервисов Yandex Cloud компаниями, сотрудники которых прошли обучение сервисам облачной платформы (экспериментальная группа) и компаниями, сотрудники которых не проходили обучение (контрольная группа). Обуч ением являлось прохождение пользователями массового открытого онлайн-курса Yandex Cloud «Инженер облачных сервисов». Для экспериментальной группы среднее значение нормализованного прироста среднедневного потребления сервисов облачной платформы составило 4,4%, для контрольной группы – 2,2%. Разница между группами является статистически значимой (тест Колмогорова-Смирнова, KS = 0,14; p=0,04). Учитывая, что выручка облачного бизнеса часто исчисляется миллиардами рублей, разницу в 2,2 % можно считать большой. Прирост потребления может указывать на то, что обучение позволило сформировать у сотрудников знания и умения в сфере облачных технологий, необходимые для эффективного решения профессиональных задач в рамках деятельности компании-работодателя. Результаты исследования могут быть использованы для принятия решений о создании или развитии программы обучения клиентов облачного вендора, а также для обоснования ценности работы специалистов по обучению в рамках облачного бизнеса.

In order to optimize service utilization and enhance user accessibility IT service providers offer customer education. While research indicates positive impact of customer education on company performance, there is a scarcity of experimental studies evaluating its economic impact. The purpose of the study is to compare the dynamics of Yandex Cloud services consumption by client companies whose employees were trained and those who were not trained under the vendor's program. The training program involved participants completing the «Cloud Services Engineer» open online course offered by Yandex Cloud. The experimental group exhibited an average normalized increase of 4.4% in daily consumption of cloud platform services, whereas the control group showed a 2.2% increase. Difference between the two groups was significant (Kolmogorov-Smirnov test, KS = 0,14; p = 0,04). Given that cloud business revenue is often in billions of rubles, the difference of 2.2% can be considered large. The increase in consumption may suggest that the training has equipped employees with requisite knowledge and skills in cloud technologies, thereby enhancing their ability to effectively address professional challenges within the context of employer's operations. The findings may be applied in decision-making process regarding the establishment or enhancement of training programs for clients of cloud vendors. Additionally, these results may be helpful in training specialists to effectively articulate the value of their contributions to business.

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The authors declare that there are no conflicts of interest present.