Back to Normal: The Future of Extended Enterprise Training

 

This webinar, presented by Ken Joseph (Principal Analyst, Brandon Hall Group) and David Proegler (Senior Managing Principal, Latitude Learning), explored the evolving landscape of extended enterprise training post-pandemic. The session provided insights into the unique challenges, adaptations, and strategies for organizations focusing on partner, dealer, reseller, and distribution network training.

Key Points and Highlights
Definition and Scope of Extended Enterprise Training
  • What it is: Corporate learning targeted at external, non-employee groups such as partners, resellers, dealers, distributors, and suppliers.
  • Growing Importance: Nearly two-thirds of organizations now deliver learning to at least one non-employee group, with 48% focusing on partner training and 40% on partner certifications.
Challenges in Extended Enterprise Training
  • Ownership Complexity: Training for extended enterprise often involves fragmented ownership (e.g., sales, operations, product teams) rather than centralized L&D.
  • Technology Gaps: Many LMS platforms are ill-equipped for the complexity of managing external networks.
  • Talent Shortages: A dwindling supply of senior talent and reduced intake from trade schools necessitate more foundational training for new hires.
  • Increased Competition: Partner networks require richer, more efficient training to retain attention and ensure brand loyalty among resellers and dealers.
Pandemic’s Impact and Adaptations
  • Initial Disruptions: COVID-19 severely affected hands-on training required for tasks like vehicle repair and equipment operation.
  • Shift to Virtual Learning:
    • Many organizations adopted virtual tools like Zoom and Teams.
    • Multi-camera setups and recorded sessions enhanced learning experiences, creating reusable content for refresher training.
    • Instructor-led training (ILT) remains vital, especially for hands-on tasks, but blended learning models are increasingly emphasized.
Current State of Partner Training
  • Return to Pre-Pandemic Models: Partner training is trending back to in-person methods but with more efficiency-driven approaches.
  • Baseline Training Needs:
    • Organizations are creating foundational content for entry-level roles, including online baseline training classes and detailed assessments.
    • Regional ILT sessions and shared classes across dealerships are becoming more common to optimize resources.
  • Blended Learning: Efforts are focused on minimizing in-person training time by digitizing basic content and using assessments to ensure readiness for advanced training.
Measuring Training Effectiveness
  • Challenges:
    • Only 31% of organizations measure impact through KPIs, and 23% don’t measure effectiveness at all.
    • Traditional metrics like course completions or learner feedback dominate but fail to align with business performance.
  • Recommendations:
    • Use existing KPIs (e.g., sales data, repair order accuracy, customer satisfaction) to gauge training impact.
    • Align training programs with measurable business outcomes to justify investments and demonstrate value.
Benefits of Extended Enterprise Training
  • Key Drivers:
    • Improved customer/partner relations (77%)
    • Increased brand awareness (68%)
    • Maximized customer retention and sales (41%)
    • Reduced customer support needs (27%)
  • Value Proposition: Well-trained partners lead to better product representation, higher sales, and improved service delivery.
Key Takeaways
  • Increased Focus on Entry-Level Training: Organizations are addressing talent shortages by developing foundational skills for new hires, leveraging online tools, and empowering partner networks.
  • Blended Learning Efficiency: The “flipped classroom” model is becoming standard, with ILT sessions reserved for high-impact, hands-on activities.
  • Data-Driven Insights: Align training efforts with business KPIs to measure and communicate impact effectively.
  • Strategic Partnerships: Training teams must position themselves as strategic business partners to gain support and funding.
Conclusion

The future of extended enterprise training lies in balancing traditional methods with innovative technologies. Organizations must create efficient, scalable, and impactful training programs to address the evolving demands of their partner networks while demonstrating measurable business outcomes.