By Craig WeissCustomer Excellence Pledge
Everyone knows that support in the learning system space as a whole is below average. Sure there are vendors who do an exceptional job, but the fact still remains that the number one reason, people leave one learning system vendor for another is support/service.
This isn’t new. It has been the same issue for nearly two decades and yet, time after time, it seems as though vendors and even consumers fail to recognize the importance of it until it is too late.
Consumers rarely ask in-depth questions about support when they do their RFPs. They focus heavily on security, functionality, and learning use cases, including business – all rightly so – you should. However, you must ask the right questions around support beyond what times do they offer it, what types do they offer, does the administrator receive free training, and so forth.
