ServiceRocket is proud to announce that our Learning Management System (LMS) Learndot has recently been named Top 5 Customer LMS and Top 5 LMS Thought Leaders for 2016 by Talented Learning.
I know what you're thinking. Or at least I know what your management team is asking you to think and then do.
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.
This month, the ServiceRocket Software Training Blog is focusing on the learning technology ecosystem. It is fitting that on Friday, I read through the 2016 Technology Adoption and Spending Report: Education Services published by the Technology Services Industry Association (TSIA). I read this report to stay current on what technologies education services teams are adopting and plan to spend money on. After reading this report, I have three observations that I would like to share.
As customer education professionals, we do not think of collecting sales taxes on the sale of our training courses. After all, sales taxes don't apply to services like training, right? That may not always be true. In fact, when you are selling training globally, the number of tax jurisdictions make the odds high that some require sales taxes to be collected for services like software training. This adds a complexity that customer education teams need to understand. And if you want to scale your customer education business globally, you must understand it, or at least be informed enough to work closely with your finance team.
Customer education programs are designed to help customers learn your product so they can perform their jobs more effectively. Presumably, your product will change the way your customers perform their jobs and largely improve their productivity in some meaningful way. It is in your best interest to help your customers make these improvements and achieve desired outcomes so that they continue to renew with you. One way to do this is to offer training.
Customer data breaches are an unfortunate example of what can happen when companies are not careful about protecting data. For companies with large pools of sensitive, protected, or confidential data, it is vital that precautions are taken to ensure data doesn’t get into the wrong hands.
When valuable time is put into developing and selling software and then educating your customers to use it, it’s important to make sure your customers actually learn how to use your software. However, the challenge with any software implementation is making sure users aren't just knowledgeable about using a tool, but that they can perform job tasks with your software.