Extended Learning: The Importance of Engaging Your Extended Enterprise Ecosystem

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Speaker: Claire Schooley Principal Analyst Forrester Research

Moderator: Jeff Kristick

President Meridian Knowledge Solutions

Extended Learning: The Importance of Engaging Your Extended Enterprise Ecosystem

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Jeff Kris)ck President Meridian Knowledge Solu0ons


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Claire Schooley Principal Analyst Forrester Research


Making Leaders Successful Every Day


Claire Schooley, Principal Analyst May 5, 2015

© 2015 Forrester Research, Inc. Reproduction Prohibited 12

Agenda

› Meaning of the extended enterprise

› Value of extended enterprise

› Tools and Best Practices

› Extended enterprise market

› Uses and success stories

› Recommendations


Agenda








Extended enterprise delivers training outside employee base ›  For years corporate learning has focused on internal employee

training

›  A critical market has been ignored: the non-employees who interact with the company

›  Many LMS vendors have developed advanced functionality to handle this lucrative market

›  The technology focuses on marketing and learning with positive financial results


Source: ___

Here are the extended enterprise learners

Volunteers Associations and non-profits

Contractors

Continuing education providers

Channel & Distributor Networks

Unions

Franchises

Customer & potential customers

Distributors and Resellers


Source: ___

Learners are part of one application that meet various needs

Volunteers Associations and non-profits

Contractors

Continuing education providers

Channel & Distributor Networks

Unions

Franchises

Customer & potential customers

Distributors and Resellers


Agenda








Value of this untapped resource › The extended enterprise delivers training to:

•  Improve customer experience ›  Increases brand awareness and loyalty

›  Provides training to maximize value from products and services

›  Enables deeper customer engagement and generates additional revenue

•  Increase partner productivity and involvement ›  Certifies vendors and partners for better success

›  Keeps up-to-date with product enhancements

›  Meets compliance regulations


Value of this untapped resource (cont.) • Generate additional revenue

›  Sell existing courses , e.g. certification programs

›  Charge for high stakes training and turn training into a profit center

›  Resell learning management to smaller companies

› The extended enterprise app establishes a collaborative network among users

›  Members can interact with each other

›  Opportunities to ask question and get answers

›  Keep collaborative network staffed for timely responses, which increases “touch” with customers for future business


Kinds of LMS Extended Enterprise Vendors

Internal and external LMS capabilities in one app

Internal vendor with a separate extended enterprise LMS app

Pure extended enterprise LMS vendor

Expertus One Cornerstone OnDemand

ViewCentral

Interactyx Latitude Learning Meridian Knowledge Solutions Net Dimensions Saba Silkroad Technology SumTotal Systems SuccessFactors


Agenda








LMS vendors provide tools for online training

› Self-paced learning through an LMS

› Virtual classroom sessions for live interaction

› Social collaboration for interaction with vendor and other learners

› A blend of these approaches depending on the content


A full-featured extended enterprise app has:

Basic extended enterprise LMS

A branded LMS for each customer

Multiple learning formats supported: documents, audio, video. Webinars, and eLearning Support for blended learning experience with self-paced, virtual, and face-to-face delivery Integration with social media for discussion forums, online study groups, etc. Auto-generation of certificates of course completion

Recommendation engine suggesting other appropriate learning Sophisticated eCommerce capability


A full-featured extended enterprise app has: (cont.)

eCommerce capabilities

Different methods of payment: invoices, PayPal, credit cards, checks, and integration with a payment gateway like Cybersource

Multicurrency transactions

Users can access content immediately after purchase

Automatic calculation of price of bundle (multiple purchases selected by a user) applying discounts

Model to access percentage of content for free before full payment

Integration with taxation app for rate to charge depending on location from browser or profile demographics A recommendations engine suggesting future learning purchases based on current purchases, best sellers, etc.


The set-up of an extended enterprise app

› From technical side: • Multi-domains or portals set up for each user’s

learning catalog • Offline player functionality allowing user to take

learning offline and synch to LMS when online • eCommerce for multicurrency payments • Well-developed reporting and analytics functions


The set-up of an extended enterprise app › From the content side:

• Testing and assessments • Social platform for rating content, interactions, and

Q&A • Gamification

›  Content level – games and rewards integrated into the instructional design process

›  LMS level – concept of points, badges, awards, etc. resulting in leaderboards and prizes

• Learning audience is often voluntary and content quality and ease-of-use are critical to success


Agenda








Overview of extended enterprise vendor offerings

Vendors Mobile features Extended enterprise customers

Pricing model

Cornerstone OnDemand

Native 300 One time set-up fee; pricing based on registrations not users

Expertus One Native 50+ Based on number of users, amount of usage, or a combination

Interactyx Responsive design 44% of client base Flat fee of $22,500 per year; all hosting fees included through Rackspace

Latitude Learning Responsive design 50 Options: enrollment based; per user annual subscription; and per user per month

Meridian Knowledge Solutions

Native >40% of client base One time set-up feel; flexible pricing models


Overview of extended enterprise vendor offerings (cont.)

Vendors Mobile features Extended enterprise customers

Pricing model

NetDimensions Native 80 Per user, per year or per user, per month

Saba Native 200 Number of extended enterprise learners

Silkroad Responsive design 350 Per user, per month subscription

SuccessFactors Native NDA Number of extended enterprise users

SumTotal Systems Native 200 Named user, usage-based, term-based

ViewCentral Responsive design 30+ Yearly platform access fee and per registration cost


Agenda








DocuSign case study ›  Business: eSignature transaction management

›  Goal: Help keep businesses digital

›  Size: 65,000 customers worldwide; millions of users daily

›  Vendor: Cornerstone OnDemand

›  Use extended enterprise to get fast customer adoption and help customers learn to use DocuSign in ways they didn’t know possible

•  DocuSign continually creates eLearning for customers to assess

•  Customers learn from each other in the partner/customer network

•  DocuSign provides a blended learning approach for customers


CPA Australia case study ›  Business: a large global accounting organization in APAC offering

education services to members and non-members

›  Goal: provide a vibrant organization for professional sharing and growth by improving the breadth and depth of its knowledge services

›  Size:150,000 members in 130 countries

›  Vendor: Evaluating

›  Use extended enterprise as a marketplace to search for and take training related to the different aspects of the profession

•  Keep content up-to-date

•  Provide easy user interface to get access to content and eCommerce functions in multiple languages

•  Meet contractual relationships with some regions

•  Enable non-members to get assess to specific content


NADA case study ›  Business: NADA (National Auto Dealers Assoc.) acts as the voice

of the dealerships to meet excellence in product and service

›  Goal: Meet training needs of individual franchises

›  Size: represents 16,000 new-car and-truck dealership in domestic and international franchises

›  Vendor: Meridian Knowledge Solutions

›  Use extended enterprise to: •  Meet specific and unique learning needs of individual franchises

•  Provide and track compliance training

•  Develop more compelling relationships with dealers to add value to NADA membership

•  Improve overall customer experiences through higher quality dealer operations


Source: Forrester report, February 19, 2015 “Engage Customers, Channel Partners, And Associations In Extended Enterprise Learning”

Recommendation ›  Determine the extended enterprise capability of your

LMS

›  Select a purpose-built extended enterprise app if you need robust features

›  Conduct a survey of your nonemployee constituencies to determine the best content for the site

›  Keep content relevant and use gamification in rewarding customers and partners

›  Reach out to users with new training opportunities related to their purchases or interests

Thank you Claire Schooley +1 510.653.8796 [email protected]

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Extended Learning: The Importance of Engaging Your Extended Enterprise Ecosystem