Customer Training: How to Select the Best LMS for Your Customer Learning Programs
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Transcript of Customer Training: How to Select the Best LMS for Your Customer Learning Programs
How To Select the Right Customer LMSOctober 1, 2014
John Leh , CEO, Lead Analyst –Talented Learning
Caleb Johnson, Dir. Strategic Accounts – Expertus
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Today’s Presenters
Caleb JohnsonDirector of Strategic AccountsExpertus
John LehCEO & Lead AnalystTalented Learning
About our Presenters
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• 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
Who is Talented Learning?
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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
Custome
r
Learning
!!
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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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Business Drivers for Customer LearningMake 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
Shorten Cycle Times• Global expansion• New product launches
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Foundation for Measurable Customer Learning?
1. Content2. LMS
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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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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?
1010
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Top 10 Customer LMS Functions
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#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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# 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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#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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#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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#6 - Dynamic Grouping
• Create groups of users based on:• User profile fields • Purchase history• Consumed content
• 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
Products Purchased
Profile Fields
Content Taken
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#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
e-Learning
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#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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#3 - Globalization
• LMS is the tool for global expansion• LMS and content localized• Time zones• Currency• Catalog• Administration
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#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
LMS
CRM
Portal
Virtual
SocialERP
Content
Reporting
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#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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Demonstration of Customer LMSCaleb Johnson
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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 Ranking2014
LearningInnovation Award
Virtual Classroom
Gold Medal Technology Innovation Learning Technology 2014 Learning Leader
The ExpertusONE Learning Suite
ExpertusONE Training as a Business
• Consumer Experience• Order Management• Reporting
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3- Steps to a Measurable Business Case1. 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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Power of Use Cases To Define RequirementsA “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
LMS
User
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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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Define Implementation Requirements
• Learning and content strategy• LMS Configuration• Administrator Training• Data migrations• Project management• Business process strategy
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Define Ongoing Support Requirements
• End-user• Administrator• Weekly or 24/7• US or International• Managed administration• Content creation
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Define Business and License Requirements• No right or wrong type of license – based on your business need and budget
• 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
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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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• 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!
Conclusion
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Q&A www.Expertus.com www.TalentedLearning.com
John LehCEO & Lead [email protected]
Caleb Johnson
Dir. Strategic [email protected]