In This Issue
Just-Released LMS Customer Satisfaction Study
Details Customers’ Experience |
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Is your experience with your LMS consistent
with that of other users? Are you focusing
on the factors most relevant to satisfaction
and success in your RFP? How does your
current LMS provider compare against others
when it comes to customer loyalty?
You can find the answers to these and equally
important questions in the recently published
study, 2007 LMS Customer Satisfaction: An
Industry Analysis of the Customer Experience
with Learning Management Systems. This
independently funded, 100-plus page study
analyzes input from 516 system
administrators, training managers, and
executives on 20 satisfaction criteria.
Thirteen LMS vendors agreed to participate in
the study.
The study evaluates satisfaction in 20
different categories – including product
functions, technical support, customer
service, business partnership, and
implementation – all from the customers’
perspective.
The first part of the study analyzes overall
customer satisfaction in each of the 20
categories. This information helps LMS
buyers and current customers understand the
factors which lead to successful and
unsuccessful LMS solutions and identifies the
areas of greatest risk.
The second part compares customer
satisfaction among 13 top LMS vendors,
grouped in three different ways: by size and
complexity of implementation, by hosted vs.
installed systems, and by average annual
operating cost. These groupings ensure
equitable comparisons and help purchasers
focus on the categories that best meet their
overall organizational objectives. For each
of the three groupings, the study recognizes
those vendors which are category leaders
(those which achieved the highest ratings)
and category outperformers (those which
exceeded the category average).
The report also highlights the three vendors
with top ratings in customer loyalty.
Participating vendors included: Cornerstone
OnDemand, GeoLearning, GeoMetrix,
KnowledgePlanet, MeridianKSI, RISC,
Oracle/PeopleSoft, Outstart, Plateau,
Softscape, SumTotal, Technomedia, and
VuePoint.
Examples of key research findings include:
- 24% of respondents said they were
“extremely likely” or “somewhat likely” to
switch LMS vendors.
- Almost one out of five companies plan on
spending more than $400K on LMS operations
and maintenance this year. 25% plan on
spending between $100K and $399K; 39% plan on
spending less than $100K.
- Unlike the 2005 study, this year’s results
showed that externally hosted LMSs did not
necessarily yield higher satisfaction
ratings.
- Areas with the lowest satisfaction ratings
include reporting, ease of customization,
rapid return on investment, and
out-of-the-box functionality.
Members: Download
this study today.
Non-Members: This study can be
purchased for
$1,495. For more details, including a table of
contents, click here.
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| Innovative Coaching Model Drives Leadership Development at Informatica |
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Recent research into leadership development
shows an extremely high correlation between
business impact and the use of leadership
coaching as part of a talent development
strategy.
The case study Coaching as a Valuable Means
of Developing Leaders: Driving Performance at
Informatica discusses how Informatica, a
provider of enterprise data integration
software, has replaced classroom instruction
for all levels of management with one-on-one
coaching.
The case study details the Pfeifer Model,
developed by Linda Pfeifer, who now is global
director of HR learning and performance at
Informatica. The model is used to deliver
courses designed to develop six core
management competencies: developing and
coaching direct reports, building effective
teams, hiring and staffing, managing for
results, and motivating others.
Coaching sessions are conducted over the
phone over a period of several weeks. Each
course within the program is based on one of
the six core competencies. Courses begin
with an assessment session, followed by three
to five coaching sessions. Based on
information gathered during the assessment,
coaches customize course content to the
individual’s background and development
needs. Each of the one-hour sessions focuses
on a specific best practice. Informatica
requires completion of the program for
promotion to senior management positions.
The case study discusses all aspects of the
model, including the characteristics of a
best-practice coaching session, learner
assessment, measurements (similar to those
used in the Kirkpatrick Model), and the
effectiveness of tele-coaching. You’ll also
learn the specific ways in which this model
differs from other coaching models.
In addition to realizing significant cost
savings, Informatica cites other major
benefits of the coaching approach, including
increased consistency and timeliness of
training and greater learner engagement.
Managers also prefer the coaching-based
training to traditional classroom-delivered
instruction.
If you’re interested in adding or expanding
the use of coaching in your own organization,
be sure to read this case study.
Members: Download
this case study.
Non-members: This case study is
available to
you for a limited time. Register to download.
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| In the News |
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Elearning!
April, 2007
MetLife Leapfrogs Learning
By Linda Galloway
MetLife, selected as a 2006 Learning
Leader, is profiled in this article. You’ll
learn how MetLife’s learning and development
organization reinvented itself in less than
two years. The article discusses the
company’s best practices in change
management, organizational structures, shared
services, and enterprise-wide learning
initiatives. MetLife’s learning
infrastructure, MetLife Performance-Learning,
was recognized by Bersin & Associates in
January 2007 for initiative excellence. Click
here to read the article.
Elearning!
April 2007
Are you Herding Cats? Look to your
Leadership Development Program.
By Kim Lamoureux
This article discusses the importance of
targeting multiple levels of management in
leadership development programs. The article
also discusses the different competencies
associated with each management level and
provides a curriculum model that can be
applied when developing program content. Click
here to read the article.
CLO
April 2007
The Stampede to Talent Management
By Josh Bersin
Today’s LMS vendors can’t move fast enough
into talent management. This column
discusses the implications for vendors and
technology buyers of this rush into a largely
undeveloped market. Read how the new
emphasis on talent management can make
LMS-purchasing decisions even more arduous
and the implementations more complex.
Click
here to read the article.
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| Events |
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ANALYST BRIEFINGS
Sign Up Today for a Briefing Near You
Don’t miss out on these one-day briefings.
You’ll get the latest research on key
issues, discuss findings with other
professionals, and hear best practices and
success stories from learning leaders.
And, because we recognize your time is tight,
each Power Briefing is scheduled from 10 a.m. to
3 p.m. We guarantee you’ll leave with more
information, more insight, and more ideas
than you’d typically get from much longer
events.
Bersin & Associates members can attend the
Power Briefings at no cost; email Diane
Anselm to sign up. Non-members can attend
for $199.
Register
now!
Performance
and Talent Management Strategies
Tuesday, April 17, 2007
Leighanne Levensaler
Baltimore Marriott Waterfront
High-Impact
Leadership Development
Wednesday, April 25, 2007
Kim Lamoureux
Fairmont San Francisco
Developing
Your Enterprise LMS/LCMS Strategy
Tuesday, May 1, 2007
Chris Howard
Fairmont Copley Plaza Boston
Introducing
High-Impact Talent Management
Research
Wednesday, May 16, 2007
Josh Bersin
The Yale Club NYC
Special Opportunity for Members:
If you’d
like to set up a complimentary meeting with a
Bersin & Associates analyst before or after a
Power Briefing, please call 561 455 0622 or
email Mike
Cooke.
This is a great opportunity
to discuss in depth issues specific to your
organization.
WEBINARS
LMS Customer Satisfaction 2007: A
Report Card on LMS Vendors and Solutions
April 13, 2007, 2:00 p.m. ET
April 27, 2007, 2:00 p.m. ET
Josh Bersin, President
Karen O’Leonard, Principal Analyst and
Study Lead
This webinar will highlight the soon-to-be
released major research study on customer
experiences with learning
management systems. The presentation will
discuss the key challenges organizations
face, how different vendors address these
challenges, and how vendors compare in
delivering total customer satisfaction.
Research is based on detailed survey results
from 516 system administrators, training
managers, and executives. The study
evaluates a wide range of categories -
product performance, customer service,
technical support, and additional tools and
capabilities - all from the customer’s
perspective. If you’re considering an LMS
purchase, planning a consolidation
initiative, or involved in an implementation
project, this is a must-attend session!
Click
here to register for April 13.
Click
here to register for April 27.
Research Launch: Introducing High-Impact
Talent Management
May 23, 2007, 2:00 p.m. ET
Josh Bersin, President
This special briefing will introduce Bersin &
Associates' in-depth and ground-breaking
research into corporate talent management.
Designed for corporate HR and training
managers and executives, the one-hour webinar
session will highlight the results of more
than 18 months of research and provide new
insights, best practices, and benchmarks you
can use to refine your own talent management
strategy. Register
for this event.
Missed it live? Research members
can view all recorded webinars by visiting
the research
center event archives. Not a member? Sign up for a trial membership today.
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| New Research for Members |
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LMS Customer Satisfaction 2007:
Industry
Analysis of the Customer Experience with LMS
Systems
This industry study benchmarks the customer
satisfaction for LMS offerings and includes
detailed ratings for 13 LMS vendors. Download now.
Quality of Hire: A Talent Management
"Suite" Spot for Authoria 2007
Leighanne Levensaler discusses the field of
integrated talent management suites and
provides an overview of the newly released
Authoria 2007. Download now.
Coaching as a Valuable Means of Developing
Leaders:
Driving Performance at Informatica
This case study discusses how Informatica, a
provider of enterprise data integration
software, has replaced classroom instruction
for all levels of management with one-on-one
coaching. Download
now.
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| New Talent Management Newsletter |
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Bersin & Associates' new Talent Management
newsletter highlights research on: leadership
development, performance management, competency
management, recruiting, succession planning
and the
evolution of integrated talent management
systems.
In each newsletter you will find actionable
research
you can immediately apply. Subscribe today!
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| Analyst Corner |
LMS Customer Satisfaction Trends Over the
Last Two Years
Karen O’Leonard
Senior Analyst
Our second study on LMS customer satisfaction
provides unique insight into what is and
isn’t working with today’s LMSs. One
disturbing fact pulled from the research is
that fully one-quarter of customers say they
are likely to switch vendors. This number is
higher than it was in 2005 and verifies that
the LMS market is still churning.
Customer loyalty varies dramatically. One
vendor had no customers expressing a
likelihood to switch; other vendors had more
than one-third. The underlying factors are
varied, but let’s look at two areas in which
satisfaction has dropped over the past two years.
System reporting capabilities received the
lowest satisfaction scores of any category.
With the increased emphasis on
enterprise-wide reporting and demonstrating
business results, customers are becoming more
demanding of their systems’ reporting and
analytical capabilities, and they are not
satisfied with what their systems currently
offer.
The second area is integration with
e-learning content. Despite the existence of
e-learning standards, these are not
consistently implemented by vendors,
resulting in errors in launching and tracking
courses and assessments.
Other factors influencing customer
satisfaction and loyalty are customer service
and support, the system’s ease of
customization, and the completeness of the
vendor’s out-of-box solution.
We thank all customers who participated in
this study. We believe this research is very
important, since it offers corporate users an
objective perspective of the factors that
most significantly impact customer
satisfaction.
Download
the report to see
detailed ratings.
We’d
be interested to hear how you use the
research.
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