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?

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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 AnalystJohnLeh@TalentedLearning.com

Caleb Johnson

Dir. Strategic Accountscalebj@expertus.com