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Customer Training: How to Select the Best LMS for Your Customer Learning Programs
The document provides insights on selecting the right Learning Management System (LMS) for customer learning, highlighting key features and considerations for effective implementation. It emphasizes the differences between customer and employee learners, the importance of customer-specific functionalities, and the potential ROI from customer learning initiatives. Best practices include defining requirements through use cases, understanding different licensing options, and ensuring ongoing support and integration capabilities.
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Customer Training: How to Select the Best LMS for Your Customer Learning Programs
- 1. How To Selectthe Right Customer LMS October 1, 2014 John Leh , CEO, Lead Analyst –Talented Learning Caleb Johnson, Dir. Strategic Accounts – Expertus
- 2. Today’s Presenters JohnLeh CEO & Lead Analyst Talented Learning Caleb Johnson Director of Strategic Accounts Expertus About our Presenters Join the Twitter Discussion #CUSTOMERLRN
- 3. Who is TalentedLearning? • Extended enterprise (EE) learning news, research and consulting • Founded in 2014 -- Independent analysts • Experts on the business of training • Research vendors, technology and best practices • Weekly blog and webinar on all things EE Learning Join the Twitter Discussion #CUSTOMERLRN
- 4. Today’s Agenda •Introductions • Customer learning overview • Differences between customers and employees • Top 10 customer LMS features • Live demonstration • Best practices for selecting a customer-facing LMS • Q&A Join the Twitter Discussion #CUSTOMERLRN
- 5. What is CustomerLearning? • Any training or learning targeted towards your customers and/or end users • Many forms from ILT to manuals • Combination of marketing and education • Every industry globally • Customer learning has a high ROI and is measurable • Customer learning is a business Join the Twitter Discussion #CUSTOMERLRN
- 6. Business Drivers forCustomer Learning Make Money • Increase renewals, cross sell and up sell • Create a new revenue stream from selling content Save Money • Decrease training costs with greater efficiency • Decrease customer support calls Join the Twitter Discussion #CUSTOMERLRN Shorten Cycle Times • Global expansion • New product launches
- 7. Foundation for MeasurableCustomer Learning? Join the Twitter Discussion #CUSTOMERLRN 1. Content 2. LMS
- 8. Customer vs. EmployeeLearners Customers • Perceive value in content • Purchase content • More than one source • Unknown access points • Do not hate taking content Employees • Take assigned content • Content is due • Corporate LMS • Single sign on • Content is worth hating Join the Twitter Discussion #CUSTOMERLRN
- 9. Can I UseMy Internal LMS for Customers? • It depends! • Does your LMS have the needed features? • Politically, can you get it prioritized? • Is it affordable? • Is there sharing of content? Join the Twitter Discussion #CUSTOMERLRN
- 10. 10 10 Top10 Customer LMS Functions Join the Twitter Discussion #CUSTOMERLRN
- 11. #10 – ModernUser Interface • 75% marketing / 25% LMS • Like Amazon, eBay and Facebook • Easy-to-use, browse and buy • Recommendations, similar content • Grids are the kiss of death • Social integrated into main workflow Join the Twitter Discussion #CUSTOMERLRN
- 12. # 9 -Social Learning • Building communities of like minded users • Internal to LMS or public like Twitter or LinkedIn • News feeds, friends, user profiles and liking • Collaboration groups, wikis, blogs • Crowd sourcing increases customer satisfaction • Social is tied with gamification Join the Twitter Discussion #CUSTOMERLRN
- 13. #8 - Gamification • Educational approach to motivate students • Content and LMS • Points, Awards, Levels • Achieved for content consumption and interactions • Integrated with social news stream for boasting purposes Join the Twitter Discussion #CUSTOMERLRN
- 14. #7 - MobileResponsive • Voluntary users are on mobile • Both smartphones and tablets • Mobile responsive changes both size and arrangement of layout • LMS and content needs to be mobile responsive • No squinting and scrolling! Join the Twitter Discussion #CUSTOMERLRN
- 15. #6 - DynamicGrouping • Create groups of users based on: Join the Twitter Discussion #CUSTOMERLRN • User profile fields • Purchase history • Consumed content Content Taken Products Purchased Profile Fields • Move in and out of groups • Assign or recommend content • User for marketing and cross-selling purposes • Foundation for program and ROI comparison Dynamic Group
- 16. #5: eCommerce Businessto Business • Domain segmentation • Bulk purchases • Credit/debit/POs/Vouchers • Subscriptions and bundles Business to Consumer • Shopping carts, checkout • Discounts and promotional pricing • Browsing and searching Join the Twitter Discussion #CUSTOMERLRN e-Learning
- 17. #4 - MobileApps • Mobile Apps (iOS, Windows, Android) • Apps on smartphone screen for greater stickiness • Apps provide functional use enhancements • Search and access courses or performance support • Reports and dashboards • Augmented reality Join the Twitter Discussion #CUSTOMERLRN
- 18. #3 - Globalization • LMS is the tool for global expansion • LMS and content localized • Time zones • Currency • Catalog • Administration Join the Twitter Discussion #CUSTOMERLRN
- 19. #2 - Integration • APIs to integrate into existing ecosystem • LMS is not an island nor a destination • Content and functionality in other systems • CRMs, ERP, customer support applications, product • Virtual tools, social networks, taxation, content • Accreditation bodies • B2B clients Join the Twitter Discussion #CUSTOMERLRN CRM LMS Portal Virtual ERP Social Reporting Content
- 20. #1 – Reporting! • LMS completion data reporting • Sortable by user, group, location… • And custom fields • Combine with available business reports LMS Reports + Business Reports = ROI Proof Join the Twitter Discussion #CUSTOMERLRN
- 21. 21 21 Demonstrationof Customer LMS Caleb Johnson Join the Twitter Discussion #CUSTOMERLRN
- 22. Join the TwitterDiscussion #CUSTOMERLRN Expertus Today • HQ in Silicon Valley • Founded in 1998 • Global Reach – US, Europe & Asia • 300+ Employees • Won Every Major LMS Award • Ranked #1 LMS of 2014 2013 Learning Technology Excellence #1 LMS Ranking 2014 Learning Innovation Award Virtual Classroom Gold Medal Technology Innovation Learning Technology 2014 Learning Leader
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- 24. ExpertusONE Training asa Business • Consumer Experience • Order Management • Reporting
- 25. 3- Steps toa Measurable Business Case 1. Locate credible customer behavior data • Customer spend • Customer retention rate • Repeat purchases 2. Layer in LMS completion data • Who has vs. who has not completed training • Determine Impact in customer behavior data 3. Make predictions and measure reality • Extrapolate your data • Find out what works and why • Improve or eliminate poor performers Join the Twitter Discussion #CUSTOMERLRN
- 26. Power of UseCases To Define Requirements A “use case” defines the step-by-step description of a sequence of events between users and the LMS to complete a desired function • Superior to matrix of 1000s of requirements • 100-150 key requirements • Helps focus and block out the static noise • Faster qualification of vendors • Keeps vendors focused and honest Function Join the Twitter Discussion #CUSTOMERLRN LMS User
- 27. Define Technical Requirements • SaaS, Private Cloud or On-premise • Integrations • Globalization • Content Distribution Network • Mobile • Browsers • Standards (SCORM, xAPI, AICC) • CFR Part 11 • Safe Harbor • 508c Join the Twitter Discussion #CUSTOMERLRN
- 28. Define Implementation Requirements • Learning and content strategy • LMS Configuration • Administrator Training • Data migrations • Project management • Business process strategy Join the Twitter Discussion #CUSTOMERLRN
- 29. Define Ongoing SupportRequirements • End-user • Administrator • Weekly or 24/7 • US or International • Managed administration • Content creation Join the Twitter Discussion #CUSTOMERLRN
- 30. Define Business andLicense Requirements • No right or wrong type of license – based on your business need and budget Join the Twitter Discussion #CUSTOMERLRN • 3 Types of Licenses • Perpetual license –Upfront one-time license • Annual license– All inclusive per user fee • Consumption license – Shared risk/shared reward • Length of license
- 31. Don’t Skip theRFP • Formally respond to your requirements • Prioritize what is needed now • Ongoing record for both parties • Reduces misunderstanding • Best price – every time Join the Twitter Discussion #CUSTOMERLRN
- 32. • If youdon’t train your customers, somebody else will • The LMS is core to measuring learning • Customer learners are voluntary • Predict, measure, improve • 5 types of LMS requirements • No customer LMS is for everyone – find yours by being smart! Join the Twitter Discussion #CUSTOMERLRN Conclusion
- 33. Q&A www.Expertus.com www.TalentedLearning.com John Leh CEO & Lead Analyst JohnLeh@TalentedLearning.com Join the Twitter Discussion #CUSTOMERLRN Caleb Johnson Dir. Strategic Accounts calebj@expertus.com