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How to Wow Your Internal Customers through LMS Administration

Blog posts | 11.03.2021

Steve Lowenthal

CEO - Kineo US at Kineo US

Every business is aware that its external customers are key stakeholders in their business and that in order to retain them you must create value for them. This happens only when your employees become your biggest advocates – meaning they’re able to perform as your key internal stakeholders. So why not treat your employees with the same focus as your customers? 

An article published by Forbes urges businesses to treat employees as such. When you do, your employees tend to outperform on many fronts. The result is a much stronger, more competitive business. 

The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers. — Sybil F. Stershic, Marketing and Organizational Advisor 


Let’s think a bit about your approach to your customers: 

  • You show them that they are valued 
  • Impress upon them the value in continuing with your brand and 
  • Display interest in solving issues they face – particularly with products or services you offer 


Serving Employees Like Customers: Learning Plays a Role

This concept isn’t new. In fact, if you’ve been a part of an internal training program that helps you perform better and consequently improve the service you provide to external customers, then that is a customer-focused initiative organized by your business. 

The only thing worse than training your employees and having them leave is not training them and having them stay. — Henry Ford, Founder, Ford Motor Company 

If you treat your employees as internal customers, you need to consider their customer experience and journey when it comes to training, development, and performance in your organization. Providing an LMS solution that feels relevant and personal to their role, offers the training they need, and ties in with their personal and professional goals gives you the best chance of providing a great customer experience. A lot of this is down to how your LMS admin teams set up the system and presents it back to your employees, who are your internal customer base. 


Why are Employees Disengaged?

Gartner report states that a whopping 70% of employees feel that they lack (to varying extents) the skills they need to perform their present and future roles. We believe this could be because of a number of factors such as: 

  • Misalignment between business objectives and employee goals. 
  • Rapid digitization of training (among other functions) has left much room for improvement in the quality of training. Online training has to be designed differently from in-person classroom-based training. 
  • HR and L&D managers often stick to outdated Key Performance Indicators (KPIs). If KPIs are not aligned with employee roles and business objectives, then employee training could be in vain. 
  • Training usually happens as part of a pre-set calendar of sessions and programs. This becomes unproductive if the information gained is not implemented on the job immediately.    
  • An organization that has a training system which isn’t properly integrated for your internal customers (employees) can lead to fragmented management. A fragmented learning management system cannot deliver value to the learners or to the learning administrators. 

 

LMS Administration Best Practices: A Four-Point Checklist

As a result of a tremendous wave of digitization across industries, most businesses implemented an LMS early on. However, in order to rank amongst the top-performing organizations you must proactively engage with internal teams to get the most out of your LMS. It’s natural to ask: What must my LMS do? And what can I expect to gain from my LMS? 

These are overarching questions that can be answered only in consideration to your specific business and the way you function as an organization. That said, here are some LMS administration best practices you can adopt as part of your learning strategy:  

  1. Define roles and responsibilities: Every business has its own organizational structure – a hierarchy of roles performed by employees. Each role has specific skill sets and demands that the employee in that role should be proficient in. An LMS that can absorb this data, sync it with learning modules/programs, and link it to individual employees via a personalized dashboard. This is one way to create employee engagement

  2. Determine permissions: Each department within your organization is focused on achieving a specific set of goals. Learning for one department might look very different from another. It’s up to the training managers to tailor learning content to each employee or to allow access to learning content outside of their role. Employees should have the option to request certain learning content via the LMS. This allows for highly personalized learner experiences.
     
  3. Include a help desk: Learners can have a query or issue with their eLearning course at any time. Having a help desk or chatbot for them to reach out to will motivate learners to press on. Discussion forums where colleagues and administrators can interact to solve issues and deepen their understanding also serve as a tool to engage employees. 

  4. Learning experience: In order to achieve the highest level of learning retention possible, a range of activities including quizzes, videos, gamified learning content, leaderboards, and reporting make for a holistic and fun learning experience.           

In every job that must be done, there is an element of fun. You find the fun and — SNAP! — the job’s a game! — Mary Poppins, gamification pioneer 


Your LMS – A Magic Bullet!

While there’s no quick fix that can engage every one of your employees and bring synchronized and seamless learning management across the business, your LMS is the next best thing. Invest time in what and how you want your LMS to function, find one that can be customized for your specific requirements, and use best practices to gain what you set out to achieve.    

Want to know more? Download your free LMS guide here

Totara: Kineo Edition is a full learning and talent development suite that will help your organization rapidly mature its’ L&D capability. Contact us to find out how Learn LMS, Perform and Engage with Kineo can take your learning to the next level.

Steve Lowenthal

CEO - Kineo US at Kineo US


Steve Lowenthal has over 15 years of experience in Learning Technologies in consultancy, sales and management roles. He's a regular speaker at US conferences and events on trends in LMS, elearning and technology.

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