Why Software Developers Need Extended Enterprise Learning

October 19, 2016   Software Customer

It is a well-known fact that software projects are more likely to fail than hardware projects. What is less widely recognized is why software projects fail more frequently. In many respects, software and hardware projects develop in similar ways, but when it comes to implementation, the path to success is entirely different.

 

When one rolls out a new machine, there is typically a long lead up time.  Indeed, by the time a new piece of hardware hits the market, there has generally been years of testing and user experience has been fully taken into account. By contrast, software products, which are produced far more often and quickly, frequently hit the market with only minimal user experience research and of course, there is generally little time to prepare consumers for the arrival of new software products. What does this mean? All too often it means that potentially effective software products fail because consumers simply don’t know how to implement and use the applications to their full potential.

 

There are effectively three ways to mitigate the failure of software projects. First, software companies can ramp up their customer service support. Second, they can handle installation and maintenance themselves. Finally, software companies can embrace extended enterprise learning and put both the installation and maintenance of the software into the hands of the users. But which approach works best and which approach is most cost efficient? As explored below, when software companies embrace extended enterprise learning, there are two major benefits: cost and access to user experience data that can in turn drive future research and development.

 

The Pros, Cons and Cost of Increasing Customer Support

 

The first option is to simply increase one’s customer support to ensure that anyone attempting to implement a new software application has the help needed to execute the implementation. This can and does work, but it also has limits and comes at a high cost to companies. First, few software companies can provide 24/7 assistance and if one wants to tap into a global market, 24/7 support is a must. Second, finding and retaining knowledgeable customer service representatives is a challenge. Notably, customer service representatives have among the highest churn of any category of workers.

 

The Pros, Cons and Cost of Providing Technicians

 

Back when Xerox machines were one of the most important office technologies, Xerox came up with an innovative plan—with every machine, one would also get a dedicated Xerox technician. The plan worked. Xerox’s success for many decades had much to do with the company’s dedicated technicians. Of course, while assigning technicians to pricey pieces of hardware may be a viable business model (in the 1960s, a single Xerox machine costs thousands of dollars), it is simply not viable when it comes to software applications. The bottom line is that in the vast majority of cases, sending technicians out to install and troubleshoot software application problems is simply unsustainable.

 

The Pros, Cons and Cost of Extended Enterprise Learning

 

This brings us to our third option: training your customers to install, troubleshoot and maintain the software on their own. At the level of cost, there is no question that this is the best option for any software company. Across sectors, companies that invest in training their customers report greater increases in revenue. When it comes to software companies, the financial return is even higher. In short, when customers report easy implementation and maintenance of a software application or platform, they are more likely to continue using the application or platform over time.

 

But this raises the question: What is the best way to train your customers? After all, you likely will never meet most of them face to face. The most effective and cost efficient way to train your customers is to adopt a learning management system (LMS). This will effectively enable you to roll out a training program online and even via your customer’s mobile devices with minimal overhead.

 

While cost is a major consideration, adopting an LMS to implement an extended enterprise learning initiative has other benefits.  With an LMS, one can gain access to data previously out of reach, including day-to-day user experience. This in turn enables software developers to make the very type of modifications required to ensure their software applications are as user friendly as possible.

 

What’s the take away? Extended enterprise learning is cost effective and holds the potential to research and development too.


Categories:

Follow us on Twitter

The use of mobile devices in the medical profession has been proven to enhance the training of medical interns and to support the work of licensed practitioners. buff.ly/2rKmpoN #medicalintern #mlearning #medstudent

test Twitter Media - The use of mobile devices in the medical profession has been proven to enhance the training of medical interns and to support the work of licensed practitioners. https://t.co/FjOa3mzdG7 #medicalintern #mlearning  #medstudent https://t.co/Cjntz0k5kE

Whether you’re an individual entrepreneur, or you’re thinking of expanding your business by marketing your own employee training courses - what should you know about creating an online course? buff.ly/2ITZ0rz #LMS #eLeaP #trainingcourses #employeetraining #onlinecourses

test Twitter Media - Whether you’re an individual entrepreneur, or you’re thinking of expanding your business by marketing your own employee training courses - what should you know about creating an online course? https://t.co/Voy30i1U7D #LMS #eLeaP #trainingcourses #employeetraining #onlinecourses https://t.co/XZV3dVcxIv

Managers of remote teams or teams with both remote and in-office employees should give remote employees as much access to company culture as possible to avoid making remote employees from feeling distant. buff.ly/2FkHgJH #companyculture #freelancer #remoteworker

test Twitter Media - Managers of remote teams or teams with both remote and in-office employees should give remote employees as much access to company culture as possible to avoid making remote employees from feeling distant. https://t.co/Hm60td8uOU #companyculture #freelancer #remoteworker https://t.co/UIoU7eAus2

Defining user experience (UX) and a learning management system (LMS): buff.ly/2LuGbyw #UX #LMS #learningmanagementsystem

test Twitter Media - Defining user experience (UX) and a learning management system (LMS): https://t.co/BBPlkpZRUg #UX #LMS #learningmanagementsystem https://t.co/mnQgj6HKJo

Evidence supports that gaming can decrease age-related cognitive decline. buff.ly/2H8KXiE #gaming #eLearning #gamification #memory

test Twitter Media - Evidence supports that gaming can decrease age-related cognitive decline. https://t.co/GG4Dt4TkzY #gaming #eLearning #gamification #memory https://t.co/M4e59KhTj8

“Leadership is taking initiative on behalf of shared values and for the benefit of others” ~ Richard A. Couto buff.ly/2PzWHCz #leadership #management #leadershiptraining

test Twitter Media - “Leadership is taking initiative on behalf of shared values and for the benefit of others”  ~ Richard A. Couto https://t.co/bb1PKa3Alr #leadership #management #leadershiptraining https://t.co/XjL1nFJP2B

Just one negative interaction with a customer can cost a company a lot of money in legal fees and payouts, causing a long-term effect on the business. buff.ly/2OWsWva #PR #PRdisaster #badreview #businesstraining

test Twitter Media - Just one negative interaction with a customer can cost a company a lot of money in legal fees and payouts, causing a long-term effect on the business. https://t.co/tzfQEYQTnE #PR #PRdisaster #badreview #businesstraining https://t.co/p4u1bFFnaE

Employees will more than likely retain the skills and concepts they’re learning if they can try them out. If you mix up the training to include active engagement, employees will walk away with a better experience. buff.ly/2qc8yHB #onboarding #employeetraining #newhire

test Twitter Media - Employees will more than likely retain the skills and concepts they’re learning if they can try them out. If you mix up the training to include active engagement, employees will walk away with a better experience. https://t.co/omTm2iPR9v #onboarding #employeetraining #newhire https://t.co/uNrHqHfmu2

An annual performance review does not constitute adequate employee feedback – not. even. close. buff.ly/2LMUgcF #feedback #HRlife #employeefeedback

test Twitter Media - An annual performance review does not constitute adequate employee feedback – not. even. close. https://t.co/iP99MI7q61 #feedback #HRlife #employeefeedback https://t.co/WNxO3fHOb2

Unlike the pre-internet era when a business simply announced the existence of their product or service and why and where people should buy it, in the digital age the customer is in the driver’s seat. buff.ly/32bH59O #digitalworld #digitalera #change

test Twitter Media - Unlike the pre-internet era when a business simply announced the existence of their product or service and why and where people should buy it, in the digital age the customer is in the driver’s seat. https://t.co/xhGsAK26qM #digitalworld #digitalera #change https://t.co/g6m2xyybVu

Research shows how inclusive, diverse workplaces are more successful. But how can companies actually create more inclusive workplaces? buff.ly/2lKTB0B #inclusiveworkplace #diversity #inclusion

test Twitter Media - Research shows how inclusive, diverse workplaces are more successful. But how
can companies actually create more inclusive workplaces? https://t.co/mRqf0q2oy5 #inclusiveworkplace #diversity #inclusion https://t.co/IQsepIy89Q

While the benefits of automation are obvious, it is still important for businesses of all sizes to seriously assess when automating is truly adding value. buff.ly/2MgGKOX #chatbot #automation #AI customerservice #bigdata

test Twitter Media - While the benefits of automation are obvious, it is still important for businesses of all sizes to seriously assess when automating is truly adding value. https://t.co/3OcQV3ECRU #chatbot #automation #AI customerservice #bigdata https://t.co/aTcQ4aoWtd

As is often the case when any new movement gets underway, the metoo movement has unintended consequences to deal with. buff.ly/34OvGiw #metoo #sexualharassment #harassmenttraining

test Twitter Media - As is often the case when any new movement gets underway, the metoo movement has unintended consequences to deal with. https://t.co/GjXDhuW97a #metoo #sexualharassment #harassmenttraining https://t.co/4Lcua1CGW7

Although microlearning is becoming more popular as a method of delivering education and training, confusion surrounds this method. buff.ly/2R6zTY3 #microlearning #learning #training #elearning

test Twitter Media - Although microlearning is becoming more popular as a method of delivering education and training, confusion surrounds this method. https://t.co/r5ojvclZR3 #microlearning #learning #training #elearning https://t.co/rHCSRyqEua