Web-based Learning Management Systems Used In
Partner Support Settings
Author: David Boggs

In many respects, e-Learning has matured as a technology and
industry. Today we will look at how web-based learning
management systems can be and are being used as part of the
partner support function in a company or organization.

What is a learning management system?

Learning management systems (LMSs) are web-based software
application platforms used to plan, implement, and assess
learning processes related to online and offline training
administration and performance management. LMSs provide an
instructor a way to create and deliver content, monitor
learners' participation, and assess student performance. They
also provide learners with the ability to use interactive
features, such as threaded discussions, web conferencing,
discussion forums, and other methods of communication.

Where and why are learning management systems being used in
partner support settings?

LMSs are being used in business-to-business, high-process,
value-added, and technology-oriented business environments in
industries like telecommunications, advanced electronic
technology, semiconductor manufacturing, insurance, banking,
medical products, and others. Learning management systems are
being used in partner support settings because they can be a
cost-effective solution to providing performance support for a
company's products and services.

In some ways, partner support operations may be similar to
customer support settings, but they possess some distinct
differences. More often than not, and by its very nature, a
partner channel of distribution exists because the partner adds
value to the product and services your company offers. Partner
support operations may be more concerned with tactical
distribution or other issues because they are responsible for
providing their part of the value chain in the delivery of your
product or service.

Partners walk a different road with product end users. Partners
need the flexibility to provide information and support customer
needs, but in a way that supports and amplifies the value their
company brings to the partner channel.

Why is it cost-effective to use an LMS for your company's
partner support operations?

Learning management systems have lots of functionality that can
be used in partner support organizations. A good LMS lets you
create multiple partner campuses, which the partners themselves
can customize to meet an end-user customer's needs. Each partner
can have their own look and feel, with a large selection of
capabilities to deliver their unique value-add to the product
or service.
Learning management systems can be used to create a library of
custom online courses that demonstrate how to use products and
services. These courses can be easily updated with the
information/service offering unique to the partner's
contribution to the product. They can have the same look and
feel as the partner's site, to maintain a branded experience.
The course can be updated at will, so you're not paying every
three months to print new product guides and support manuals.

LMSs can be used to track and monitor your partner's
activities, instead of using a bunch of spreadsheets. This is
very effective in scenarios where partners must be certified to
use your products and services. The learning management system
can be set up to notify a partner when their certification is
set to expire, using an email tickler so they can recertify on
your product. The partner organizations themselves can be
configured into a hierarchy within the learning management
system, which can be used to manage the partner distribution
channel.

What other features in learning management systems can be used
for the partner support function?

A well-designed LMS comes with a help desk feature that can be
used for 24/7 partner and end-user customer support. Learning
management systems can have integrated web conferencing
technology, which can be used in a number of ways to support
partners and end-user customers Such as:

· synchronous training used in product implementation;

· web conferencing on a new feature set that can be archived
for later viewing;

· actual, on-the-spot tech-support using the "share your
desktop" feature so your tech can go in and fix any problems

· and more.

LMSs can have a built-in survey tool that allows you to query
your partners and end-user customers with the results stored in
the learning management system database for later use. Learning
management systems can have a single sign-on/e-Commerce
registration feature that can be used to sell add-on features.
LMSs also may have events management/seminar logistics add-on
applications that can help you manage both your off-site and
onsite partner and end-user customer support training. Each
individual partner campus that is created can have its own
reference area for materials, to help supplement online course
content.

A company can realize effective resource planning and
substantial cost savings by using learning management systems
in partner support settings. The support offered through the
functionality of a learning management system can go a long way
to cement the relationship between the company and its partner
distribution channel, and will have a direct impact on both
organizations' bottom lines. Using a learning management
system, one or two channel partnership managers or business
development managers can manage and direct thousands of partner
firms at substantially reduced costs, with the ability to
provide precise support requirements customized to that
partner's individual needs. In conclusion, web-based learning
management systems can be a very useful, cost effective way to
manage a company's partner support function.


About The Author: Dave Boggs is the founder and CEO of
SyberWorks, Inc http://www.syberworks.com. He has been involved
with computer-based and web-based training for more than twelve
years. Before founding SyberWorks, Dave was the VP of Sales and
Business Development for Relational Courseware. He holds a
Bachelor of Science degree in Physics from Union College in
Schenectady, NY, and an MBA from the Kellogg School of
Management at Northwestern University in Evanston, IL.