Today's customer education technology market is big and is expanding every year. Applications, information, and devices are connecting in ways we've never seen before. To stay relevant in the industry, customer education pros need to be aware of what's going on out there, even if you're not ready to use the tools yourself.
It is no secret that learning management systems (LMSs) have low customer satisfaction rates. Brandon Hall's research shows that 45% of customers are satisfied with their LMS, and 47% of people surveyed are seeking a new LMS. Two of the six top reasons why people are so dissatisfied are: 1) poor reporting features; and 2) inability to adapt to changing needs. In a fast moving world, number two is a difficult challenge for any software provider building a product to satisfy customer needs. Customer education professionals have fast moving and unique needs, and it seems LMSs are chasing these needs with little success.
As an early stage enterprise software company grows, it is inevitable that customers begin to require training. The problem is that early stage software companies are so focused on building and selling product that training customers is overlooked. And selecting an LMS is not even in their world view. However, once the product gains traction in larger enterprises, training becomes a standard customer expectation. It is at this point when software companies start thinking about how to build a customer education business and what technology is needed to scale that function.
Selecting a learning management system (LMS) is tough. Consider this. There over 600 LMSs according to the 2016 Top 50 LMS Report from eLearning247. Talk about too many choices. But what makes the evaluation process even more difficult is that in order to select the right LMS for your customer education business, you also need to understand and consider the current maturity level of your organization, while at the same time knowing where you want your customer education function to be in two or three or even five years.
When we looked across our customer base and around the industry of enterprise software companies who run training functions, we discovered and wrote about the top Apps high-performing functions are using in their learning management systems (LMS) to run software training teams. The list of Apps training functions currently use is a list of the usual suspects: virtual classrooms, CRMs, quiz/exam apps, etc. During this research, we also discovered something fun; a list of Apps we think training teams should be using, but are not.