The level and quality of customer experience you provide as a business, or lack thereof, can make or break your success. Customers want it all – innovative products, impeccable customer service, quick delivery and stress free support. This isn’t a secret. Everyone has experienced the good, the bad and the ugly when it comes to customer experience. And these experiences always leaves us wondering – what more could that organization have done to deliver on its promise?
Gone are the days where organizations can rely solely on internal stakeholders to grow their bottom line and achieve business goals. Surviving and thriving in today’s business climate requires leaders to look beyond their enterprise to the people who interact with and support the brand day-by-day, the very ones who in fact now have more influence over brand perception than anyone else.
These external audiences – AKA, The Extended Enterprise – are made up of a dynamic and diversified set of customers, partners, contingent workers, brokers, dealers, channel sales and other external sales and service providers. The Extended Enterprise is often found at the front lines of your business. They are interacting with customers, providing support and reselling your products and solutions.
The non-employee constituents who make up the Extended Enterprise represent underdeveloped potential (and dare I say risk!) to organizations if they’re experience isn’t optimal, or if they’re not set up for success.
How can you capitalize on this untapped potential?
It’s simple. Extend your learning and training programs to all business stakeholders – not just the internal folks. Companies that use their learning management system (LMS) to deliver training and information to external audiences generate nine times more annual revenue growth per full-time employee than organizations that do not. Those same companies also experience a 33% increase in customer retention.¹
How can you get started?
We’ve done the work for you! Join SumTotal for our upcoming Extended Enterprise webinar series, aimed at helping organizations understand the benefits of expanding the scope of learning and training across their entire value chains, from vendors and suppliers to channel partners, distributors, subcontractors, resellers and customers.
Hear best practices, tips and guidance from leading industry experts on everything from how to get started, to in-depth strategies and case studies.
Register now for our three-part webinar series:
- It Takes a Village: Extending Learning to Your Customers and Partners |September 10, 2014 at 11 a.m. EDT
- Building a Business Case: How Extending the Reach of Your Learning Program Can Pay Off Big | September 23 at 2 p.m. EDT
- Turning Knowledge into Profit: Smart Business Strategies for Your LMS | October 23, 2014 at 2 p.m. EDT
Stay tuned for more upcoming resources, including getting started guides and case studies, highlighting the value of expanding your learning programs beyond the walls of your organization.
¹Aberdeen Group. Customers and Learning: Extending the Boundaries, October 2013