Business customers and employees have very different learning needs. What does that mean for the LMS you choose for customer training? Slides from our live webinar featuring John Leh, independent LMS analyst at TalentedLearning, and Caleb Johnson, Director of Strategic Accounts at Expertus. (October 1, 2014)
1. How To Select the
Right Customer LMS
October 1, 2014
John Leh , CEO, Lead Analyst –Talented
Learning
Caleb Johnson, Dir. Strategic Accounts –
Expertus
2. Today’s Presenters
John Leh
CEO & Lead Analyst
Talented Learning
Caleb Johnson
Director of Strategic Accounts
Expertus
About our Presenters
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3. Who is Talented Learning?
• 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
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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
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5. What is Customer Learning?
• 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
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6. Business Drivers for Customer 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
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Shorten Cycle Times
• Global expansion
• New product launches
7. Foundation for Measurable Customer Learning?
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1. Content
2. LMS
8. Customer vs. Employee Learners
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
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9. Can I Use My 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?
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10. 10
10
Top 10 Customer LMS Functions
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11. #10 – Modern User 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
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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
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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
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14. #7 - Mobile Responsive
• 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!
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15. #6 - Dynamic Grouping
• Create groups of users based on:
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• 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
Business to 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
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e-Learning
17. #4 - Mobile Apps
• 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
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18. #3 - Globalization
• LMS is the tool for global expansion
• LMS and content localized
• Time zones
• Currency
• Catalog
• Administration
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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
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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
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21. 21
21
Demonstration of Customer LMS
Caleb Johnson
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22. Join the Twitter Discussion #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
25. 3- Steps to a 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
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26. Power of Use Cases 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
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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
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28. Define Implementation Requirements
• Learning and content strategy
• LMS Configuration
• Administrator Training
• Data migrations
• Project management
• Business process strategy
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29. Define Ongoing Support Requirements
• End-user
• Administrator
• Weekly or 24/7
• US or International
• Managed administration
• Content creation
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30. Define Business and License Requirements
• No right or wrong type of license – based on your business need and budget
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• 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 the RFP
• Formally respond to your requirements
• Prioritize what is needed now
• Ongoing record for both parties
• Reduces misunderstanding
• Best price – every time
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32. • If you don’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!
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Conclusion
33. Q&A www.Expertus.com
www.TalentedLearning.com
John Leh
CEO & Lead Analyst
JohnLeh@TalentedLearning.com
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Caleb Johnson
Dir. Strategic Accounts
calebj@expertus.com
Editor's Notes
After 13 years of selling high-end LMS
.
More than one source – training companies, associations, universities all selling same customer content.