Bersin

Copyright © 2010 Bersin & Associates. All rights reserved.

Customer Experience with

Talent Management Systems

What’s Driving Satisfaction?

PRELIMINARY RESULTS

Josh Bersin and Barb Arth

October, 2010


About Us

Who We Are

• Industry‟s primary research firm focused on WhatWorks® in enterprise learning and talent management

Research Areas

• Enterprise Learning

• Leadership Development

• Talent Acquisition

• Performance Management

• Career and Succession Management

• Workforce Planning

• Content Development

• HR Systems

Offerings

• In-Depth Studies and Reports

• Research Memberships

• Workshops

• Benchmarking

• Advisory Consulting


Agenda

The Research Behind These Results

The HR Technology and Talent Management Market

Our Findings

Implementation Stories

What Does It All Mean

More Information


Research For This Presentation

7-month quantitative and

qualitative study

Survey results from more than

700 customers evaluating

approximately 45 providers

More than 30 direct interviews

Updated report available for

members and purchase in

December 2010

Research bulletin on

preliminary results available to

members now


16 Participating Vendors With at Least 10 Evaluations

ADP

Cornerstone OnDemand

Halogen

iCIMS

Learn.com

Oracle PeopleSoft

PeopleClick Authoria

Plateau

Saba

SAP

Sonar6

StepStone

SuccessFactors

SumTotal

Taleo

Ultimate Software


Agenda



Our Findings



More Information


The New Talent Management Framework


2000 2003 2009

Evolution of HR Systems

2006

Integrated

TM

Solutionse-Learning

Compensation

Performance

Talent

2010+

People

Mgmt

Systems

Ma

rke

t G

row

th -

Ad

op

tio

n

HRIS

Benefits

Administration

Compensation

Hiring

Recruiting

Applicant

Tracking

Recruiting

Sourcing

Learning

Management

LCMS

Performance

Management

Competency

Mgt

Succession

Management

Integrated

Talent Management

Compensation

Next Gen

Recruiting

Workforce

Planning

HR

MS

/co

re H

R d

ata

+ T

M


Expanded Breadth of TM Functionality


Evolution of TM Strategy

Performance management integrated with development planning,

succession, talent mobility, and career planning – focusing on internal

mobility and growth

Redefinition of succession management to address talent mobility,

creating agility, skills development, engagement, retention

Revamp of leadership development to address new competencies,

action learning, and leaders teaching leaders – and focus on mid line

leadership

Redefining L&D to focus on capability management, including

formal, informal, continuous learning, and learning culture

Expansion of workforce planning beyond staffing to include

business-integrated talent planning and a total analytics framework for

HR


Evolution of TM Strategy, continued

Use of profile management and social networking to slowly

replace competency management as core to job fit

Development of talent segments and differentiation to help

prioritize investment to “wealth-creating” roles

Replacement of candidate funnel with focus on building a

candidate tunnel, using employee brand – and further integrating

with performance management processes

Now focusing on innovation, diversity, globalization, deep

specialization, and integration as keys to success in the coming

decade


TM Strategy Maturity OpportunitySteady growth in understanding the business impact of integrated

strategies enabled by technology

How “Mature” is your Talent Management Strategy?

© Bersin & Associates, Talent Management Factbook 2010

More than half of all

companies still

have an immature

or no strategy

at all.


Are you willing to sacrifice functionality to standardize on one

vendor?

Integration Becoming a Top Priority1/3 of HR Technology Users Are Willing to Sacrifice Some Features for

Integration – Twice the number from last year

Figure 42

Source: Talent Management Systems 2010, Bersin & Associates, 2009.

33%

21%

46%Yes

No

Not Sure


HRMS

Benefits Payroll

Compensation

Competencies Assessments

Performance

and Succession

ManagementLearning

Management

Workforce

Planning

Workforce

Management

Recruiting/

Onboarding

Complex HR Systems LandscapeAn integrated approach to support people management

Content


HRMS

Benefits Payroll

Comp

Competencies Assessments

Performance

Management

SuccessionLearning

Management

Workforce

Planning

Workforce

Management

Recruiting

Onboarding

HR Systems Providers

Content


Accelerating Pace of Acquisitions

ADP – VirtualEdge

Kenexa – BrassRing

Saba-Centra

Plateau – Nuvosoft

Successfactors – Cubetree

Peopleclick – Authoria

Taleo - Learn.com

ADP - Workscape

Kenexa – Salary.com

SumTotal – Softscape …..


Typical HR Technology Maturity Curve A 7-year cycle

New Market

(early

adopters)

Growing

Market (early

majority)

Mature

Market (late

majority)

Re-emerging

market (late

adopters)

Re-

inventing

market

(laggards)

Strategic Workforce and

Talent Planning

Career and

Succession Management

The Talent

Management

Suite

Compensation

Management

(Line Manager)

Talent

Acquisition

Learning

Management

Compensation

Management

(Specialist)

Performance

Management

Integrated

Analytics

Alerts

Scenario

Planning

Dynamic

Development

Planning

Open

Profile

Management

Pooling

Segmentation

HRMS

Integration

Open

Data

Integration

Visual

Performance

Analysis

Twittering

Feedback

Internal

Social

networking

Informal

Social

Learning

Tools for

Job

Seekers

Video and

Social

Recruiting

Next Gen

Recruitment

Management


Modern HR Systems ArchitectureAn integrated portal-based approach

HRMS 1 HRMS 2 HRMS 3

US

Payroll

Country B

Payroll

Country 3

Payroll

Onboarding

Talent Mobility

Career Portals

Budgeting

Pay for Performance

Total Rewards

Development

Planning

Certification

Recruiting

ATS

Performance

SuccessionComp Learning

Benefits

Communication

Employee Self-ServiceCompensation, Benefits, Vacation,

Directory, etc

HR

Helpdesk

Internal

CollaborationSocial Networking

Benefits

Provider


A Typical Talent Management RoadmapMulti-Year Journey for Providers and Customers

Year 2

Leadership Competencies

Performance & Development

Companywide

Learning by Role &

Values-Based Competencies

First Phase Succession

Move Work to

Candidates

Year 3

Values-Based, Leadership

& Functional Competencies


Companywide

Learning Integrated

with Performance &

Competencies

Integrated Succession

& Career Planning

Improve Pipeline

through University

Partnerships

Year 1

Values-Based Competencies


Management (Pilot)

Many Learning

Offerings

Revamp Employer Brand &

Sourcing

Defense

Contractor


How do you plan to implement integrated talent management systems?

Technology Integration Now A Top Priority75% expect to integrate to one or a few providers

Only 15% want ERP or HRMS provider today

Figure 39Source: Talent Management Systems 2011, Bersin & Associates, 2010.

15%

25%

30%

30%

Consolidate to an TMS

system from a few vendors

(but more than 1)

TMS from 1 provider

TMS from our ERP/HRMS

provider

Disparate systems – some

from vendors and some

home-grown


TM Market Growth – Even During RecessionTalent Management Systems Market Size

Figure 15

$682

$784 $817

$899

$989

$615

$699

$783

$900

$1,036

$385

$520

$577

$704

$859

$0

$200

$400

$600

$800

$1,000

$1,200

2007 2008 2009 2010 2011

Learning Management

Talent Acquisition

Performance, Succession, Career

Source: Talent Management Systems 2010, Bersin & Associates, 2009.

These numbers are preliminary based on this year‟s TMS raw data research; numbers will be finalized with

publication of LMS, TAS, and TMS reports at 2010 year-end.


Providers’ Target Market SizesAverage # of Employees Per Provider

2,461 2,776 3,837

8,893

12,130

15,625 17,283

20,469 22,243

28,687

35,250 36,168

44,399 45,294 45,417

49,861

-

10,000

20,000

30,000

40,000

50,000

60,000


Vendor Market Share – Still FragmentedParticipating Vendors Capture 77% of the Total Market *

Vendor Target Market Market Share by

Revenue*

Market Share by

Customer Count*

ADP Enterprise 3% 2%

Cornerstone OnDemand Enterprise 1% 2%

Halogen Midmarket 4% 5%

iCIMS Enterprise 2% 2%

Learn.com Midmarket 4% 2%

Oracle PeopleSoft Global Enterprise 6% 3%

PeopleClick Authoria Enterprise 1% 1%

Plateau Global Enterprise 1% 4%

Saba Global Enterprise 6% 7%

SAP Global Enterprise 3% 3%

Sonar6 Midmarket 2% 2%

StepStone Enterprise 7% 6%

SuccessFactors Enterprise 12% 10%

SumTotal Global Enterprise 6% 8%

Taleo Global Enterprise 17% 11%

Ultimate Software Midmarket 2% 1%

*These numbers are preliminary based on this year‟s TMS raw data research; numbers will be finalized with

publication of LMS, TAS, and TMS reports at 2010 year-end.


Agenda



Our Findings



More Information


Our Customer Experience MethodologyMeasured by 4 areas of customer satisfaction, 18 Total Measures


Vendor Features

Halogen 3.97

Learn.com 3.54

Saba 3.53

Ultimate Software 3.41

ADP 3.40

Taleo 3.35

Cornerstone OnDemand 3.30

Plateau 3.29

StepStone 3.23

iCIMS 3.21

Sonar6 3.18

PeopleClick Authoria 3.13

SuccessFactors 3.09

SumTotal 3.06

Oracle PeopleSoft 2.80

SAP 2.79

Overall 3.31

Vendor Ease

Halogen 4.05

Sonar6 3.84

ADP 3.60

Learn.com 3.50


StepStone 3.47

SuccessFactors 3.41


iCIMS 3.38

Plateau 3.21

Taleo 3.18


Saba 2.94

SumTotal 2.73


SAP 2.05

Overall 3.29

Vendor Config.

Halogen 3.81

ADP 3.70

Learn.com 3.64

Taleo 3.43


Saba 3.35



Plateau 3.29

StepStone 3.17

SuccessFactors 3.16

Sonar6 3.08

iCIMS 3.07

SumTotal 2.91


SAP 2.53

Overall 3.26

Product Quality: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high

Vendor Perf.

Halogen 4.25

SuccessFactors 3.66

iCIMS 3.59

Saba 3.55

ADP 3.50


Plateau 3.45

StepStone 3.43


Taleo 3.38

Learn.com 3.18

Sonar6 3.16



SAP 2.89

SumTotal 2.88

Overall 3.42

Feature Capability Ease of Use Configurability System Performance

= vendors who scored in the top 5 across all 4 categories of Product Quality

= vendors who scored in the bottom 5 across all 4 categories of Product Quality


Vendor Consulting

supportHalogen 4.44

Learn.com 3.78

ADP 3.70

StepStone 3.66

Taleo 3.64

Sonar6 3.57

iCIMS 3.56

Saba 3.51


Plateau 3.38



SuccessFactors 3.00


SAP 2.94

SumTotal 2.94

Overall 3.49

VendorEase of data

integrationHalogen 3.80

Learn.com 3.50

ADP 3.50


StepStone 3.32

Taleo 3.28

Saba 3.27

Plateau 3.23

iCIMS 3.19



Sonar6 3.04

SuccessFactors 3.03

SumTotal 2.97

SAP 2.76


Overall 3.24

VendorLength of time

to implement

Halogen 4.21


Taleo 3.59

iCIMS 3.44

StepStone 3.43


ADP 3.40

Sonar6 3.39

Saba 3.33

Learn.com 3.32

Plateau 3.29

SuccessFactors 3.23


SumTotal 2.91


SAP 2.39

Overall 3.39

Implementation: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high

Vendor Consulting Ease of Data Integration Time to Implement

= vendors who scored in the top 5 across all 3 categories of Implementation

= vendors who scored in the bottom 5 across all 3 categories of Implementation


VendorProcess to

communicate

support issuesHalogen 4.39

iCIMS 3.82

ADP 3.70


Learn.com 3.54

StepStone 3.48

Sonar6 3.46

Taleo 3.44

Saba 3.43

Plateau 3.30



SumTotal 3.00

SAP 2.94


SuccessFactors 2.88

Overall 3.44

VendorResponsiveness

service

tickets/requestsHalogen 4.56

ADP 4.20

iCIMS 3.93

Sonar6 3.58

Plateau 3.29

Saba 3.29

Taleo 3.28


Learn.com 3.18

StepStone 3.16


SAP 2.94

SuccessFactors 2.94

SumTotal 2.88



Overall 3.35

VendorFollow through

on service

tickets/requestsHalogen 4.44

iCIMS 3.89

ADP 3.80

Sonar6 3.39

Learn.com 3.39


Saba 3.31

StepStone 3.29

Taleo 3.23

Plateau 3.17


SAP 3.00

SumTotal 2.97


SuccessFactors 2.88


Overall 3.35

Service: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high

Communicate Support Support Responsiveness Support Outcome

= vendors who scored in the top 5 across all 3 categories of Service

= vendors who scored in the bottom 5 across all 3 categories of Service


VendorUnderstands

business needs

Halogen 4.31

Saba 4.06

StepStone 3.98


Learn.com 3.93

Taleo 3.87

ADP 3.80

iCIMS 3.67

Plateau 3.65


Sonar6 3.54



SuccessFactors 3.19

SumTotal 3.12

SAP 2.95

Overall 3.71

Vendor

Offers domain

expertise &

promotes best practices

Halogen 4.41

Learn.com 4.25


Taleo 3.92

ADP 3.90

Saba 3.90

StepStone 3.75

iCIMS 3.65

Plateau 3.65

Sonar6 3.65



SAP 3.47

SuccessFactors 3.35

SumTotal 3.24


Overall 3.75

Vendor

Offers direct

method for

input into development

Learn.com 4.29

Halogen 4.18

ADP 4.00

Saba 3.98


Taleo 3.90


Plateau 3.58


SAP 3.56

SuccessFactors 3.55

iCIMS 3.50

StepStone 3.41

Sonar6 3.36

SumTotal 3.24


Overall 3.69

Partnership: Who’s Top, Who’s Not Showing vendors with 10 or more evaluations (p<.001)Scores indicated are on a 1-5 scale with 5 high

Understands Business Needs Domain Expertise Input to Product Development

= vendors who scored in the top 5 across all 3 categories of Partnership

= vendors who scored in the bottom 5 across all 3 categories of Partnership


Overall: Who’s Top, Who’s NotOverall Score out of 100. Showing vendors with 10 or more evaluations (p<.001)

Product Quality

Halogen 75.53

ADP 63.75

Learn.com 61.61


Saba 58.58

Taleo 58.28

SuccessFactors 58.20


StepStone 58.14

Sonar6 57.89

Plateau 57.77

iCIMS 57.76


SumTotal 47.35


SAP 39.14

Overall 56.84

Partnership

Halogen 82.27

Learn.com 78.87

Saba 74.50


ADP 72.50

Taleo 72.44


StepStone 67.81

Plateau 65.91

iCIMS 65.06

Sonar6 62.99


SAP 57.87



SumTotal 55.05

Overall 66.99

Service

Halogen 86.58

ADP 72.50

iCIMS 72.02

Sonar6 61.26


Learn.com 59.23

Saba 58.50

StepStone 58.00

Taleo 57.91

Plateau 56.36


SAP 49.02

SumTotal 48.74




Overall 58.33

Implementation

Halogen 78.67

ADP 63.33

Learn.com 63.14

Taleo 62.50

StepStone 61.71



Saba 58.87

iCIMS 58.73

Plateau 57.09

Sonar6 53.82




SumTotal 47.85

SAP 40.63

Overall 57.55

= vendors who scored in the top 5 across all subcategories in the Customer Experience category indicated

= vendors who scored in the bottom 5 across all subcategories in Customer Experience category indicated


Leaders By Target MarketListed in Order of Overall Highest Points Earned Summed Across All 4

Categories

MidMarket

Halogen 338.44

Learn.com 290.28


Sonar6 268.78

Enterprise

ADP 297.67

iCIMS 282.86

StepStone 276.53




Global Enterprise

Taleo 280.90

Saba 280.35

Plateau 269.72

SumTotal 239.19


SAP 229.34


Average Total Satisfaction by Modules

UsedLMS and TA 4% lower than average; PM 3% above average

3.36

3.38

3.47

3.58

3.25 3.30 3.35 3.40 3.45 3.50 3.55 3.60

LMS

Talent Acquisition

Compensation

Performance Management

Total Satisfaction


TM Processes Customers Use By Vendor

PM SMCareer

Mgmt

Competency

Mgmt

Learning

LMS

Talent

AcquisitionWP Compensation

Social

Collaboration

SW

ADP X X X X

Cornerstone OnDemand X X X X X X X X

Halogen X X X X X X

iCIMS X X

Learn.com X X X X X X X

Oracle PeopleSoft X X X X X X X X

PeopleClick Authoria X X X X X X X

Plateau X X X X X X X

Saba X X X X X X X

SAP X X X X X X X X

Sonar6 X X X X X

StepStone X X X X X X X X X

SuccessFactors X X X X X X X

SumTotal X X X X X

Taleo X X X X X X X

Ultimate Software X X X X X X X X X


# of TM Processes Used Elicits No Effect

on Satisfaction

•On average, most use fewer than 2 talent processes from their provider

•No relationship between number of talent processes used and overall

satisfaction (except for social collaboration software – see next slide)

Vendor Avg. No. TM Mods. Used N Std. Dev.

PeopleClick Authoria 2.30 23 1.820

SAP 2.11 19 1.286

Cornerstone OnDemand 2.09 33 1.528

Ultimate Software 2.09 34 1.815

SuccessFactors 2.06 32 1.216

StepStone 1.96 53 1.454

Oracle PeopleSoft 1.80 20 .894

Halogen 1.80 59 1.063

Plateau 1.67 78 1.113

Saba 1.65 51 1.163

Taleo 1.45 40 1.037

Learn.com 1.43 28 1.168

Sonar6 1.39 38 .790

SumTotal 1.12 33 .696

ADP 1.10 10 .316

iCIMS 1.00 29 .000


TM Processes That Generate a Positive

Effect on SatisfactionOnly social collaboration software generates a positive effect on

satisfaction

On average, social collaboration software generates an

11.4% increase in satisfaction:Impact of Specific Modules on Overall Satisfaction

TM Module

Non- Std. Coeff. Std. Coeff.

t Sig.B Std. Error Beta

(Constant) 65.839 1.834 35.901 .000

PM 1.562 1.905 .042 .820 .412

SM 1.821 2.456 .036 .741 .459

Career Mgmt -.476 3.085 -.007 -.154 .877

Comp. Mgmt .478 2.615 .009 .183 .855

Learning LMS -2.339 1.867 -.063 -1.252 .211

Tal. Acq. -2.357 2.138 -.054 -1.103 .271

WP 5.080 4.018 .054 1.264 .207

Compensation 3.859 2.461 .070 1.568 .117

Social Coll. SW 11.421 4.128 .114 2.767 .006


Average Scores For All Service Categories

3.1

3.2

3.3

3.4

3.5

3.6

3.7

3.8

Customer Satisfaction Service Areas


Agenda



Our Findings



More Information


Implementation Failure

User Reach:

80,000

Industry:

Aerospace and

Defense

Challenge:•Define business and talent strategies

Solution:•Execute business and talent strategies to achieve goals

Anticipated Results:•Implement enterprise-wide HR technology to drive efficiency and

effectiveness aligned with business and talent goals

Implementation Troubles:•Technology vendor lacked experience in working with large matrixed

and complex organizations

•Technology vendor was inexperienced in change management

•Technology vendor's technology platform did not provide the

integrated solution that could scale across 80,000 lives

•Technology vendor's senior leadership team was inexperienced and

lacked the competencies to interface with senior executives

a large

aerospace and

defense

contractor


Implementation Success

User Reach:

180,000

Industry:

Quick-Serve

Restaurant

Challenge:•Manage training globally

•Move to blended delivery at the restaurant level

•Track training at an evaluation level

Solution:•Save costs of shipping and printing costs of training materials

Anticipated Results:•Upgrade our current Saba platform to 5.5 to better leverage their

learning capabilities

•By end of 2012, have all 36,000 restaurants and 1.5 million

employees on Saba

•Pilot Saba‟s full talent management suite in 2011

Implementation Successes:•Saba is a trusted partner

•Saba offered an attractive pricing model

•Saba has a strong global orientation with large scale customers



User Reach:

28,000

Industry:

Healthcare/Medical

Challenge:•Developing business strategy

•Identifying talent resources to accomplish strategy

Solution:•Develop current staff

•Hire talent with skill capabilities needed to propel organizational

capability

•Combination of above

Anticipated Results:•Fully integrated people management system leveraging performance,

succession, competency and learning management as well as talent

profiles, recruiting, and HRMS capabilities via ADP

Implementation Successes:•Rigorous ADP project management

•Strong ADP global relationship management with a single primary go-to



User Reach:

46,000

Industry:

Transportation/Airline

Challenge:•Increase customer satisfaction ratings

•Improve leadership development bench strength

•Improve employee engagement scores

•Decrease costs and improve revenue

Solution:•Improve the efficiency and effectiveness of UAL‟s HR operations

•Leverage technology to facilitate development of an integrated talent management strategy

aligned with business goals

Anticipated Results:•An increase in overall customer satisfaction scores as measured by UAL‟s Employee

Courtesy Index

•Improved promotion rate of internal leaders

•Improved retention rate of HiPo leaders

Implementation Successes:•Short 12-week implementation cycle of Taleo‟s integrated TM platform

•Robust Taleo project management and consulting expertise, particularly in the area of change

management – very responsive sales and service teams

•Taleo‟s „proven partner‟ approach

•Taleo‟s highly configurable application avoiding costly customization fees

•Taleo‟s self-service configuration eliminating costly customizations

•With Taleo, UAL „ripped & replaced‟ a previous vendor with an implementation cycle 3x longer

than plan, 2.5x the budget, and abandoned executive level planning


Agenda



Our Findings



More Information


General Satisfaction is “Average”

With overall scores hovering near average, significant opportunity

still exists for HR technology providers to woo customers with

improved product quality, service, implementation cycle times,

and a business partnership approach.

Overall satisfaction with vendor

We will engage the vendor for additional

services and products

We would recommend this

vendor

We will extend our contract with this

vendor

.00 1.00 2.00 3.00 4.00 5.00


Lifecycle of an Implementation

Year 0-1.5: Excitement, (pilot)

Year 1.5-2.5: Reality Sets In (production)

Year 2.5-3.5: Implementation Sticks

Year 4-5: Upgrade or vendor

obsolescence


What Does Not Seem to Matter

Small companies are not “more satisfied” than large companies with

these systems, largely because many of these systems are not yet

fully optimized for mid-market implementations

On a relative basis, companies are more satisfied with their recruiting

and performance systems than their learning and HRMS, with HRMS

by far the lowest (this somewhat affects vendor ratings)

Vendors play in different markets, so you cannot blindly compare all

vendors against each other

Customer factors play a major role in success, and successful

vendors know this and help customers by not “overselling” the

software before the customer


Keys to Success

Strategy:

Clear alignment on business and talent strategy

“philosophy”

Gain stakeholder, executive, and

business buy-in to the whole program.

Feature Roadmap and

Business Case:

Detailed analysis of use cases,

existing processes, and

urgent needs, with clear and

reasonable priorities. Build total business case and gain

budget.

Integration and Adoption Needs:

Assessment of your risk profile,

integration needs, support needs,

and existing vendor

infrastructure.

Evaluate training and change

management needs. Update

budget.

Short List, RFP, Vendor

Selection:

Selection of the “short list” and

vendor by vendor demos and

analysis

RFP and VendorSelection

Implementation Team and

Governance:

Enablement of “total

implementation” team, with leadership,

governance, IT, and line of

business support

Implementation and Rollout:

Building a total partnership with your vendor and

their implementation

team.

Change Management.

Communications.

Training.

Guidance:

While you must evaluate the vendors‟ feature sets and roadmap against your use-cases and needs, this is not a process of “buyinggreat features.” Most buyers only use a fraction of the capabilities of the software and find that “ease of use,” “configurability,” and

“vendor partnership” are the key drivers of success.. You are truly looking for a “partner.”

Where Bersin can help…


Understanding the Providers

All the providers in this market are high-quality software

companies with strong technical teams

Each come from different roots: different application

heritage, different technology base, and different levels of

experience

Financial strength, strong leadership team, and a focused

market approach create long term success

All providers must be able to invest continuously because

of the rapid changes in the market

Get to know the provider executives and service people

on your short list, not just the sales people


Bottom Line: What Creates Success?

Develop a well-aligned 3+ year

strategy

Take the time to understand

existing talent processes and

develop use-cases for success

Select a provider based on the

features you need, not the ones

you think you need

Focus on “business partnership”

analysis during the RFP

Find a provider focused on your

industry, your size and scale


Agenda



Our Findings



More Information

For More Information and Help

• Research: Largest and most up-to-date

library of solution provider and vendor

information• Talent Management Systems 2010

• Learning Management Systems 2010

• Talent Acquisition Systems 2010

• Tools: Talent Management systems

requirements RFP and use cases

• Consulting: • Talent management strategy and roadmap

development

• Planning, requirements development, and

systems selection

• Please contact us:• [email protected]

http://www.bersin.com

mailto:[email protected]

http://www.bersin.com/


Appendix


Product Quality Satisfaction

How satisfied are you with the product quality (all vendors)?

Source: Bersin & Associates, 2010.Showing vendors with 10 or more evaluations

Configurability

Ease of use

Features to meet my needs

Performance

.00 1.00 2.00 3.00 4.00 5.00


Service

How satisfied are you with the service?

Source: Bersin & Associates, 2010.

Responsiveness on service

tickets/requests

Follow through on service

tickets/requests

Process to communicated support issues

.00 .50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00

Showing vendors with 10 or more evaluations


Implementation

How satisfied are you with the implementation of your vendor‟s technology?

Source: Bersin & Associates, 2010.Showing vendors with 10 or more evaluations

Ease of data integration with other systems

Length of time to implement

Consulting support

.00 1.00 2.00 3.00 4.00 5.00


Business Partnership

How satisfied are you with the business partnership?


The vendor understands our business needs

The vendor offers direct method to provide input into

product development

The vendor offers valuable domain

expertise and promotes best

practices

.00 .50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00



Overall Satisfaction

How satisfied are you overall?



Overall satisfaction with vendor

We will engage the vendor for

additional services and products

We will extend our contract with this

vendor

We would recommend this

vendor

.00 .50 1.00 1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00


0

1

2

3

4

5

6

Ove

rall

Sa

tisfa

cti

on

Sc

ore

/5

Number of Employees and Overall Satisfaction Score Showing vendors with 5 or more evaluations

CornerstoneOnDemand

Halogen

iCIMS

Internally developed

Learn.com

Plateau

Saba

Sonar6

Stepstone

SuccessFactors

SumTotal

Taleo

Ultimate Software

0-99 100-

2,4992,500-

4,999

5,000-

14,99925,000-

49,999

50,000-

74,999

75,000-

99,999

100,000+15,000-

24,999

We did not detect any relationship between satisfaction and number

of employees the provider serves.


ADP

Cezanne Software

CornerstoneOnDemand

Halogen

HRSmart

iCIMS

Internally developedKenexa

Learn.com

Oracle PeopleSoft

Other

PageUp People


Plateau

SabaSalary.com

SAP

Silkroad

Sonar6

Stepstone

SuccessFactorsSumTotal

Towers Watson

Ultimate Software

1.50

2.00

2.50

3.00

3.50

4.00

4.50

5.00

1.50 2.00 2.50 3.00 3.50 4.00 4.50 5.00

Av

era

ge

Sati

sfa

cti

on

Sco

re

Average Years with Provider

Years With Provider and Overall SatisfactionShowing vendors with 5 or more evaluations

We did not detect any relationship between satisfaction and the

number of years of service with the provider.


ADP

Cezanne Software

CornerstoneOnDemand

Halogen

HRSmartiCIMS

Kenexa

Learn.com

Oracle PeopleSoft

Other

PageUp People


Plateau

Saba

Salary.com

SAP

SilkroadSonar6

Stepstone

SuccessFactorsSumTotal

Taleo

Towers Watson

Ultimate Software

2.50

3.00

3.50

4.00

4.50

5.00

2.50 3.00 3.50 4.00 4.50 5.00

Av

era

ge W

illin

gn

ess t

o R

eco

mm

en

d S

co

re /

5

Average Overall Satisfaction Score /5

Overall Satisfaction by Willingness to RecommendShowing vendors with 5 or more evaluations

The greater the satisfaction with the provider, the greater the

customer’s willingness to recommend that provider.

Bersin

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