Turning Knowledge into Profit Bill Docherty, VP of Product Management, Skillsoft Brian Dressler, Manager, Business Systems, Magento 10/28/2015
Today s Speakers Brian Dressler Manager, Business Systems, Magento Bill Docherty VP of Product Management, Skillsoft 2015 Skillsoft Ireland Limited 2
Agenda 1 2 Overview: Why & how to turn learning into bottomline value Case In Point: Magento s extended enterprise learning solution 3 Panel Discussion: Expert tips for driving revenue through learning 4 Q&A: You ask, we ll provide any insight we can 2015 Skillsoft Ireland Limited
Poll Question Where are you currently in extending your LMS to external audiences? No plan to do so Building a business case/researching Already extending learning in the early stages Already extending learning have been for awhile 2015 Skillsoft Ireland Limited
YOUR EXTENDED ENTERPRISE The broad ecosystem of customers & partners who can make or break your business (NOT an audience to be overlooked) Vendors & Suppliers Your Organization & Workforce Customers Contingent Workers Partners & Resellers
17% increase Companies are always seeking new sources of revenue, and organizations that provide learning to their extended enterprise see a 17% year-over-year in revenue per FTE. Aberdeen Group, Customers and Learning: Extended the Boundaries 2015 2015 SumTotal Skillsoft Systems, Ireland LLC, a Skillsoft Limited company
External learning is SMART BUSINESS STRATEGY Deliver learning programs highlighting the ability of your solutions to meet customer needs Evaluation & Purchase Onboard Provide guidance, resources and tutorials to accelerate use and adoption of your offerings Gain visibility by serving as an educational expert in your market Awareness Typical Customer Life Cycle Go Live Offer reference materials to help users plan/achieve goals with your products and services Provide industry, product & thought leadership insight to help customers & partners improve business performance Grow & Expand Nurture & Support Make expertise available at the time of need and a knowledge base to support everyday questions 2015 2015 SumTotal Skillsoft Systems, Ireland LLC, a Skillsoft Limited company
Common Use Cases Sales & channel partner enablement Fee-based customer training (add-on/upsell opportunity) Certification & continuing education (CE) programs Customer satisfaction & advocacy programs 2015 2015 SumTotal Skillsoft Systems, Ireland LLC, a Skillsoft Limited company
Key Business Benefits: Educating the Extended Enterprise Increased Customer Loyalty Increased Revenue Key customer touch points are mobilized to build customer satisfaction and increase Net Promoter Scores A well-trained and loyal salesforce is better equipped to gain and maintain customers Increased speed to market Increased Innovation through Collaboration The learning curve for new product launches is shortened, and issues are quickly resolved during rollout Key Business Benefits: Educating the Extended Enterprise Knowledge and experiences of the extended enterprise can feed back into product design and marketing efforts Create an Alternative Revenue Stream Develop Customers as Marketing and Sales Channels Certification courses, workshops and other paid resources provide revenue Well-informed customers are happier, more loyal more likely to recommend a product or brand, and spend more Source: Bersin and Associates 2015 2015 SumTotal Skillsoft Systems, Ireland LLC, a Skillsoft Limited company
Positive Customer Experience = Strategic Business Value Investing in an effective, engaging customer experience delivers in dividends Customer retention programs can increase overall company sales by as much as 50% Repeat customers spend 33% more than new customers Referrals among satisfied customers are 107% greater than non-customers It costs 6X more to sell to a new prospect than to sell the same thing to a customer 2015 2015 SumTotal Skillsoft Systems, Ireland LLC, a Skillsoft Limited company
Poll Question Are you charging your external users for training? Yes No Not sure 2015 Skillsoft Ireland Limited
ecommerce platform, solutions and services to help grow your business. CASE IN POINT: Magento s Extended Enterprise Learning Solution
Magento Case Study The Challenge Fast growth of our worldwide Magento ecosystem The Solution Scalable training processes and systems to support ongoing growth of business and ecosystem Provide a variety of learning options to students Leverage existing systems infrastructure, while creating a training solution our customers love Ensure security of proprietary content and customer data Easy to use LMS that conforms to Magento UX and Design standards Maestro LMS supports classroom, online and on-demand delivery methods Seamlessly integrate LMS, Magento, Salesforce CRM and Kaltura All training systems used are in compliance with ebay security standards Use of Maestro LMS widgets, widget pages and themes #STWebinar
Magento Case Study Magento U Training Systems Where does Maestro LMS fit into Magento s Extended Enterprise solution? #STWebinar
Marketing to Your Enterprise Targeted email campaigns Targeted customer calls LMS Notifications - Course Due Date - Course Expiration LMS Splash Pages #STWebinar
Poll Question What has been your biggest challenge or concern with offering extended enterprise training? Lack of staff to support it Integration of LMS with other systems Lack of enrollment or target market Lack of content 2015 Skillsoft Ireland Limited
SumTotal Extended Enterprise Solutions: Value-Added Capabilities Key to Successful Results Personalized & highly configurable Audience-driven experiences Contextually recommended learning Promotional & marketing features Powerful rule-driven automation Robust, enterprise learning mgmt Tailored catalogs Curriculum & Learning Plans Certifications Learning resources Social learning & collaboration Globalization Flexible user experience options ecommerce Mobile Flexible search options Configurable navigation & workflows Integrations (financial, CRM, etc.) Payment processing Pricing/Discounting Transaction management Full/partial refunds Reporting & analytics Track overall learning results Ability to report by audience Pre-built & ad-hoc KPIs Mobile analytics access Rapid, cost-effective deployment Scalable cloud solution Anytime, anywhere access Best practice templates Ease of administration 2015 Skillsoft Ireland Limited
Serving External Learners Domains allow for external learners to have a fully separate experience from internal learners Global Login methods, workflows, catalog access is configurable by domain Internal External Configurations and content cascade down Sales Manufacturing 2015 Skillsoft Ireland Limited 18
External Business Partners Segment users, content, ressources, notifications Inherit settings from a single system to ease administration Control all behaviors of the domain Reporting Access Approval options Roles and permissions Password policies Guest user account access Home page configurations Internal Domain Personalized Content Your LMS Shared Content External Domain Personalized Content 2015 Skillsoft Ireland Limited 19
Personalized & Configurable User Experiences Develop unique targeted user experiences and learning content for each of your target audiences 2015 Skillsoft Ireland Limited 20