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The real work begins after you’ve purchased your LMS.

The first hurdle is learning how to ensure your LMS implementation runs smoothly.

The second hurdle is managing the ongoing relationship with your vendor. This is where the importance of the post-purchase service shines.

Vendors typically have a client services team in place to help manage your LMS on an ongoing basis.

The vendor’s client services team will help you with any technical issues you may have, assist you with LMS user support, and train you on how to use the LMS. They’ll also be your advocate within their organization, helping you ensure your needs are met.

In this article, we’ll explore why your member-based organization should focus on post-purchase service, as well as highlight what to look for to ensure that your LMS platform is successful long-term.

1. What should you look for in a client services team?

Post-purchase service is important because it can make or break your return-on-investment projections for your organization.

When selecting a vendor to work with, you should look for a vendor with a client services team that is responsive, knowledgeable, friendly, and helpful–as well as committed to your success!

In addition, the vendor should have clear processes for handling support issues and training on new features so that you can be confident you’ll always have resources to turn to when you need help.

Here are some characteristics you should look for when it comes to a vendor’s post-purchase service:

• A responsive team will be available when you need them and will be quick to respond to your inquiries.
• A knowledgeable team will be able to answer your questions and help you troubleshoot issues.
• A friendly and helpful team will make you feel like a valued customer.
• And a committed team will want to help you get the most out of your investment. They’re pulling for everyone’s success in the project: both you and them!

When considering a post-purchase service team, make sure to find one that meets all of these criteria. By working with a vendor that is committed to providing you with excellent service, you can be confident that you’ll be able to get the most out of your LMS for years to come.

2. What is a service-level agreement (SLA), and why should you care about it?

When considering an LMS, it is vital to ensure you review your service-level agreement (also called an SLA) before signing on with a vendor. This is a legal agreement between you and the vendor that outlines the level of service you can expect from them.

SLAs are important because they give you a clear understanding of what to expect from the team regarding response times, issue resolution, training, and support. There are various levels of service that can be outlined in an SLA, so it’s important to select the one that meets the needs of your member-based organization.

For example, if you need 24/7 support, ensure that the vendor you’re considering has an SLA that meets this requirement.

Here is an overview of what to look for in an SLA:

• Response times: How quickly can you expect a response to your inquiry?
• Hours of operation: When will someone be available to help you?
• Issue resolution time frames: How long will it take for an issue to be resolved?
• Training and support: What kind of training and support are available?
• Security and compliance: What kind of security and compliance measures are in place?

When considering an LMS’ post-purchase service, be sure to ask about the team’s SLAs. This will give you a clear understanding of the level of service you can expect from your vendor in the future.

3. How can you track the level of service you’re currently receiving from your vendor?

It’s crucial to keep track of your vendor’s current level of service so that you can identify areas for improvement. Evaluation reports are only effective if they are shared between both parties and then properly acted upon. This is a normal part of the vendor management process.

Vendor management KPIs (key performance indicators) help you understand whether you’re receiving the level of service you expect from your vendor according to your SLA (which should list them). KPIs should be established for each critical element of the product and/or service.

In order to measure if you’re getting the level of service you purchase from your vendor, you need to establish a process that tracks KPI performance.

This can be done in a number of ways, including reviewing data from:

• Response times: Conduct an audit to measure how long it actually takes to get a response.
• Hours of operation: Send a message and see if someone gets back to you within the allotted period.
• Issue resolution time frames: Track how long it takes your vendor to respond to your inquiries/issues.
• Training and support: Evaluate the quality of training by asking your staff for feedback.

By implementing a process to track vendor performance, you’ll be able to work with your vendor to address any issues that may arise, as well as improve your system together. Remember to keep your vendor management KPIs in mind when purchasing an LMS; you need to be aware of the service you’re getting!

In order to ensure that you’re getting the best value for your money, be sure to ask about the vendor’s different SLAs and then examine how they measure up against other vendors in the market.

Conclusion

If you want to be sure that you’re getting the best possible service from your vendor, be sure to look for a quality client service team.

Make sure that you examine their service level agreements to ensure that they can satisfy your requirements.

Most importantly, continue to track the quality of your vendor’s service using the key performance indicators we discussed earlier.

By taking these steps, you can be confident that you’re getting the most out of your vendor relationship, even long after you’ve made your purchase!

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While there are pros and cons to each approach (third-party programs, your own programs, or a combination), hosting your own programs is often the best option for member-based organizations.

We’ll review the four main reasons why in this article:

1. You can significantly increase member engagement.

Offering continuing education is a great way for member-based organizations to create meaningful interactions that provide value for their members.

Offering CE increases the number of touchpoints an organization has with its members and can help create a sense of community and connection.

Additionally, CE can aid in the development of your member’s professional development. When members improve their skills through your organization, the value they get from being a member increases.

Associations and similar organizations exist to help their members thrive, so the more opportunities you provide to update their skills, the better your member-based organization will be!

2. You can generate more non-dues revenue.

The ability to offer Continuing Education Units (CEUs) is a valuable perk that can help member-based organizations attract and retain members. Not just that–by not sending your members to third-party learning websites, you get to keep that valuable non-dues revenue within your own organization!

Online courses are generally more affordable to produce than traditional in-person courses. However, even in-person sessions can be useful when building your member-based organization’s CE program; they can be recorded and placed online!

Recording in-person CE courses is often a more affordable option than building an entire online course from scratch, and it provides the chance for a greater audience to access your original sessions.

Not only does this produce a better experience for members, but it can also generate more non-dues revenue for the organization. Organizations can charge members a fee to access courses, and they can also sell advertising space on the course pages (or even offer sponsored courses!) to earn additional income.

The perks don’t end here, though! By hosting their own continuing education programs, organizations can provide their members with valuable content that’s geared towards their industry. This can include certification programs, which can be a major selling point for memberships!

If your member-based organization is looking for ways to generate additional non-dues revenue, consider creating your own continuing education program online; when you host your own CE program, both you and your members win!

3. You can gain insight into your members’ learning experience and translate it into better courses.

The online learning experience of your members is vital to the success of their professional development endeavors. When you send your members to third-party sites, you are no longer an active participant in their learning, which decreases the connection between an organization and its audience!

The solution, however, is simple: by hosting your own courses, you can ensure your members have the best possible learning experience–the one you curate just for them!

When you host your own online program, your member-based organization gains access to valuable data in the form of various analytics, such as course completion rates, average time spent on each course, and course popularity.

Having access to analytics will also help you improve your courses and make them more engaging for your members.

By analyzing the data from your learning management system, you’ll be able to target any weak areas in the program and allocate resources exactly where they’re needed. Even further, by understanding how your members learn online, you can tailor content to their unique needs!

The insight your organization can gain into the experience of its members can be invaluable. When properly utilized, it can help you improve the quality of your courses, better assess member engagement, and make decisions about the future of your programs. Once again, everyone wins!

4. You can provide a more valuable, tailored learning experience.

Third-party learning sites offer a wide variety of courses, but they may not cover the specific topics that members are interested in. These sites are made to cater to audiences in multiple industries, so the content that’s relevant to your members may end up few and far between.

By hosting their own continuing education programs, organizations can provide their members with a more customized experience. Each course is tailored to the needs of the member base, so it’s guaranteed to be useful and applicable!

Tailored content is not only more relevant, but it’s also more engaging. When members know that the content is created with their career goals and aspirations in mind, they are more likely to enjoy the learning experience your organization provides.

A more personalized learning experience might also be beneficial to your member-based organization because it may help you attract new members!

When potential members see that your organization offers courses that are relevant and industry-specific, they will see the value in joining your organization.

Conclusion

When member-based organizations create their own CE content, members are given the ability to learn about valuable, niche topics, while also allowing them to network with other professionals and members in their field–meaning your member-based organization can hit multiple birds with one stone!

You may also like: How to Improve Continuing Education for Your Association

At their core, member-based organizations exist to help their members engage, learn, and thrive. Don’t let your member-based organization fall behind when it comes to continuing education resources; aim for the top and create your own perfect program! Your organization’s members will be glad you did.

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When it comes to offering continuing education (CE) courses, member-based organizations typically have three main options: they can send their members to third-party learning sites, host their own programs, or offer a combination of both.

The first option may sound tempting, largely due to the convenience and affordability of these sites. However, when organizations opt only to send their members to third-party learning sites, they may inadvertently do more harm than good!

In this article, we’re breaking down the four key reasons why entirely outsourcing your CE courses to third parties can backfire and, more importantly, how to help preserve the core value of your organization’s membership.

Key Takeaways:

While sending members away to third-party eLearning platforms might seem convenient, it can come with hidden costs. Here’s what your organization loses when you direct your audience elsewhere:

• Decreased Engagement: Directing members off-site reduces their interaction with your organization and distances them from your brand.
• Lost Revenue: You miss out on non-dues revenue and upselling opportunities by handing them over to unaffiliated platforms.
• Missing Data: You lose access to vital analytics on member progress, satisfaction, and learning habits.
• Sacrificed Quality: External platforms offer generalized content, meaning you lose control over the accuracy and relevance of the courses your members take.

1. You’re losing out on valuable member engagement opportunities

When you send members to third-party learning sites, their overall engagement with your organization can decrease; they’re less likely to interact with your website (their courses aren’t there, after all!) and other communication channels.

Remember: Members are often drawn to organizations because of their professional development opportunities. According to Athitakis (2025), the top benefits of joining an association are all related to education, with 83% citing professional development, 82% citing continuing education credits, and 80% citing certifications or designations. If you aren’t providing these yourself, you’re distancing yourself from your audience.

2. You’re missing out on revenue

When your members take courses on third-party eLearning sites, your organization can lose out on a significant opportunity for non-dues revenue.

You’re directing your audience away from your site (plus any of its other possible revenue paths) and into the hands of a likely unaffiliated entity.

These other organizations then have the opportunity to upsell and cross-sell products and services to your members…some of which may even overlap with your own offerings!

Plus, the convenience of buying multiple products on one platform should not be discounted. Consider: would you rather purchase several products on several sites, or several products on one site?

Think of what made companies like Amazon so popular: convenience. It’s easier for your members to buy from one place, and it’s easier for your organization to sell products when you can upsell and cross-sell.

3. You’re losing out on valuable data

When members take courses on third-party eLearning sites, your organization loses out on valuable data that could be used to improve your services. Gathering useful data (including what courses are being taken, how members are progressing, and what their overall satisfaction levels are) is crucial for understanding the wants and needs of members, as well as how you can better cater to them in the future.

In fact, the University of Pennsylvania (2022) explains that leveraging your data allows you to easily update your services to match evolving demands, refine marketing efforts, and optimize member service. This adaptability can mean the difference between a thriving network and a stagnant one!

So don’t look down on analytics. They can pinpoint areas of weakness in your programs, as well as provide key insight on what makes your more successful courses work. Information is valuable for a reason!

4. You’re sacrificing quality

It may be cliché to say “quality over quantity”, but it’s a truism that applies here.

Directing members to external eLearning sites limits your organization’s control over program quality, branding, and user experience. As a result, course quality and consistency may not always align with your standards.

Additionally, third-party programs are typically designed to appeal to the widest possible audience; they may not even offer courses that cater to the more niche needs of your field.

As a member-based organization, you know your members better than anyone. So, when it comes to offering quality, relevant content, it doesn’t make sense to send them anywhere else!

You may also like: Never Stop Learning: Continuing Education Inside and Out

Conclusion

While it may seem like a good idea to send your members to third-party eLearning sites, in reality, it can sometimes do more harm than good.

If you want to keep your members close and nurture your relationship with them, it’s best to keep them within your domain. Not only does this allow you to better serve them, but in the long run, it can also help you grow your organization as a whole!

REFERENCES

Athitakis, M. (2025, April 15). Report: Members Look to Associations for Career Support | Associations Now. Retrieved from Associations Now website: https://associationsnow.com/2025/04/report-members-look-to-associations-for-career-support/

University of Pennsylvania. (2022, October 20). 5 key reasons why data analytics is important to business | penn LPS online. Penn LPS. https://lpsonline.sas.upenn.edu/features/5-key-reasons-why-data-analytics-important-business

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While both systems have similarities, there are several distinct differences that you should keep in mind.

Association LMS vendors exclusively work with non-profit organizations.

They enable associations to sell and deliver continuing education (CE) courses online. This type of LMS is also CE compliant and offers features like CE credit tracking, eCommerce functionality, and tiered pricing.

Corporate LMS vendors work primarily with for-profit organizations.

For-profit organizations don’t need to sell courses–they need to train their employees. Corporate learning management systems are used internally to provide training on health and safety, compliance, and management processes.

Though each type of LMS provides online learning, they are vastly different systems.

In this blog, we’ll be going over the 4 main differences between corporate and association LMS:

1. Corporate LMS are for employees; association LMS are for members

Associations have members, not employees.

While it may not appear so at first glance, providing continuing education to members is drastically different from training employees!

Association LMS vendors understand this and offer features that are tailored to the needs of associations.

These features include:

• eCommerce functionality
• Continuing education credit tracking
• Non-skippable video (used to ensure that members can’t skip to the end of the course without watching the entire video)
• Integration with Association Management Systems (AMS)

Your members are not your employees; they are the lifeblood of your association.

Ensure that you are selecting a learning management system that is designed specifically for the needs of your members–and your association! This will lead to improved member engagement and a higher ROI.

2. Corporate courses are free for employees; members pay for CE courses

Association members need to pay for courses, while courses for employees are generally free, as they are provided by the corporation itself.

Unlike corporations, who generate their revenue elsewhere, associations need their courses to generate non-dues revenue.

Corporations need to train their employees; associations need to provide value to members (at a cost).

Association learning management systems are similar to eCommerce sites like Amazon and eBay. Members can search, purchase, and complete courses directly on the LMS, much like searching for an ebook on Amazon, purchasing it, and reading it in the connected app: all-in-one functionality!

On the other hand, corporate LMS are similar to libraries: you can access information, but you don’t have to pay for it.

3. Associations need to promote their CE; corporations don’t

Associations that promote their continuing education to their members effectively see a significant increase in the number of members that enroll in courses, as well as an increase in non-dues revenue and member engagement. Because of this, marketing is essential to success for associations.

You may also be interested in: 3 Ways to Increase Non-dues Revenue for Your Association’s Online Continuing Education Program

Corporations, on the other hand, don’t need to promote their LMS.

Their courses are mandatory for employees, so enrollment is guaranteed. Additionally, their courses don’t generate revenue, so there is no ROI to worry about.

4. Corporations focus on compliance; associations offer continuing education

Compliance training helps corporations reduce risk (and physical documentation); it keeps digital records to prove an employee was trained and informed of specific laws and policies.

Compliance training is also a critical part of any corporate environment. It ensures that employees are well-versed in the laws and policies that govern their job, while also keeping employee records that can be used in audits or legal proceedings.

Associations offer continuing education courses so that their members maintain their right to practice their profession.

Many careers require certification for practice and require those certificates to be updated over time.

Continuing professional development is also highly prized, allowing association members to gain more skills and increase their career value. Compliance training is for protecting the company; continuing education is for enhancing members’ skills.

You may also like: How to Improve Continuing Education for Your Association

Associations Need an LMS That Is Made for Associations.

Now that you understand the differences between a corporate LMS and an association LMS, it should be easy to spot them when you’re looking to purchase your own.

Make sure you pick the learning management system that caters to your association; choose it for your members, focus on non-dues revenue, let it promote your programs, and have it offer big CE value.

Don’t go “corporate”–go “association”!

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1. Academic LMS focus on grades; associations focus on professional development

First, let’s look at the core reason for each LMS. What is the purpose of each?

Academic LMS

Academic LMS are used to accept assignments from students, answer questions, and grade work. They can host syllabi, unit information, due dates, teacher feedback, final marks–anything and everything a child needs to thrive!

Students can start a video course and walk away from the computer–learning is gauged through assignments and exams and conveyed with grades, so an academic LMS has no need to track student progress at a granular level.

Association LMS

Association learning management systems, while still made to educate, focus more on professional development. Associations must track their member’s progress in order to meet the rigorous requirements of offering professional development courses online.

Association LMS includes regular participation checks while completing a course.

To offer continuing education credits online, associations need to ensure that learners are actively engaged in the course content. Checks can come in the form of video hurdles, where members have to correctly answer a question related to the course content to continue watching the video. This is a form of knowledge reinforcement–which also helps with learning retention!

2. Academic LMS are for school communities; association LMS are for members

It stands to reason that one of the main differences between academic and association LMS lies in their target audiences. That being said, let’s delve into this idea for a moment:

Academic LMS

Academic learning management systems are used to help school communities–namely school staff, students, and parents.

Academic LMS allow children to ask for help outside of school hours by posting on forums, while parents can check in to see what their children are learning, thereby taking on a more active role in their development.

Academic systems also allow teachers to collaborate with each other easily and efficiently. They’re great for sharing resources and bridging the divide between technology and reality when it comes to education.

Association LMS

Association learning management systems exist to help their members. While association members can participate in continuing education courses, they are not students in the same way elementary, high school, or university students are.

Association members are professional, and they require a professional environment for their continuing education (CE). Referring to them as students can cast a negative, even infantilizing light because it suggests that these people aren’t capable of handling themselves professionally–something that is obviously NOT true!

Association learning management systems provide resources, forums, and continuing education courses for their members, allowing them to keep their existing skills sharp while also gaining new ones.

3. Academic courses are paid with tuition; association courses are pay-per-course

The next main difference between academic and association learning management systems lies in their finance systems.

Academic LMS

While not all academic LMS require fees, those that do typically come packaged as part of the course. When you pay tuition for your courses (e.g. at university), you are paying upfront to access the relevant material on the school’s LMS. Because the finances are taken care of outside the system, academic LMS doesn’t require eCommerce functionality.

Association LMS

Associations, on the other hand, sell and deliver numerous continuing education courses that members can opt to purchase. These are paid by the course through the association’s LMS; this means that, unlike with school LMS, their system requires eCommerce functionality.

Additionally, associations can offer different pricing options for different member types; for instance, a non-member may have to pay $80, while a member could pay $60. This could be broken down further if the association offers different tiers; perhaps a member pays $60, a retired member pays $55, and a student member pays $30–it’s all up to the association to decide how to market and price their products.

Regardless of the pricing structure, selling continuing education courses is how associations earn non-dues revenue, so when it comes to buying an LMS, eCommerce functionality is crucial!

4. Academic institutions aren’t required to promote their education courses; associations are

Promotion can be an important part of an LMS platform; let’s delve into the needs of each!

Academic LMS

Schools don’t particularly need to market or promote their specific courses; once a student enrolls in a program, they can select their preferred courses and proceed with their education.

While courses do occasionally require a minimum number of students to enroll, this doesn’t affect the school’s revenue. Instead, unpopular courses are simply swapped out for their more desirable counterparts.

Association LMS

On the other hand, associations must promote their continuing education courses in order to generate non-dues revenue. Without constant and effective marketing, opportunities for members to find and purchase relevant courses are missed and the association loses out. Associations make the bulk of their non-dues revenue through education and events. Every course must be valuable, desirable, and known–you can’t take a course that you never knew existed!

Related: 3 Ways to Increase Non-dues Revenue for Your Association’s Online Continuing Education Program

While there are many kinds of learning management systems to choose from, it’s important to pick the one that’s right for your organization. Whether you’re a school or an association, there’s an LMS out there for you–all you have to do is lay out your needs and find the one that fits them all!

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In this article, we’ll go over each option, as well as give you some tips to help you choose: custom-built or SaaS?

1. Customization Options

First, we’ll be looking at the main draw of custom LMS compared to SaaS LMS: the customization factor.

Custom-Built Enterprise LMS

The term “custom-built LMS” is often tossed around in association circles as a catch-all for enterprise-level learning management systems. As the name suggests, this type of software solution is custom-tailored to your organization’s unique needs and requirements. In theory, this makes perfect sense. After all, why wouldn’t you want an LMS that fits your association like a glove?

Unfortunately, in practice, things are often not so simple.

A custom-built enterprise-level software solution is a complex beast, and it can be difficult to know upfront what exactly you’ll need, or what features will provide your members with the best learning experience. Scope creep is a problem that can lead to spending money on developing features that your members/users don’t end up using.

If you build an LMS that is complex and feature-heavy, you will limit user efficiency and diminish the benefits of having it custom-made. In order to avoid this problem, it is important to carefully consider your needs and requirements before embarking on the process of custom-building an LMS. An experienced and knowledgeable vendor can help guide you through these decisions, ensuring that you get the most out of your software solution without wasting money on features that won’t be used.

Software as a Service LMS

A SaaS learning management system is a “ready-made” solution that can be quickly implemented and deployed. Modern SaaS learning management systems offer a variety of features, including content management, reporting and analytics, personalized learning experiences, and mobile accessibility. They are also scalable, meaning they can be sized to fit the needs of any association or organization.

The main advantage of a SaaS LMS is its simplicity. Users can be up and running with the software in a matter of weeks, and there is no need for complex customization that costs money and takes time to implement. Associations should focus on configuration over customization when it comes to their LMS technology philosophy.

Configuration is key when working with SaaS LMS. The user interface should be intuitive and easy to use so that users can change security privileges, page layouts, and more without any difficulty. This focus on configuration over customization allows associations to get the most out of their SaaS LMS!

2. Cost and Speed of Implementation

Comparing the cost and speed of implementation of custom and SaaS learning management systems is another way to help you make your decision; sometimes, it all comes down to the bottom line, after all!

Custom-Built Enterprise LMS

Custom-built enterprise software is significantly more expensive than Saas LMS. Many associations learn this the hard way when they invest exorbitant time and resources into building a customized LMS.

Investing in custom-built can be tempting; however, these cost-intensive programs usually require additional setup fees, maintenance costs, and licensing fees–adding up to a hefty price tag! An industry-standard custom-built enterprise LMS starts at 1 million dollars. Yikes!

The speed of implementation is also something of concern when it comes to custom-built enterprise LMS; this option will take months or even years to implement. This makes sense, of course; it must be created from scratch. Rome wasn’t built in a day!

Software as a Service LMS

SaaS LMS is a much more affordable alternative. With a SaaS LMS, you pay a monthly or annual fee to use the software, and there’s usually no need to pay for extra maintenance or support. As your business grows, you can easily scale your subscription up or down to meet your changing needs.

When it comes to implementation speed, SaaS also has custom LMS beat; a SaaS LMS can be up and running in just a few weeks, leaving plenty of time to test, update, and test again! User training plays an important role in implementation; typically, a SaaS vendor will ensure your staff is trained and comfortable using the new LMS before launch. By ensuring your staff is savvy with the new system, you can avoid many potential hiccups down the road.

3. Cybersecurity

Another important consideration when making your choice is cybersecurity. You want to make sure your organization is safe and protected!

Custom-Built Enterprise LMS

It’s crucial for organizations to implement effective cybersecurity measures to protect their data and network from threats like hacking, malware, and unauthorized access. Because of this, some key steps in improving cybersecurity for your custom-built enterprise LMS include using strong passwords, encrypting sensitive data, updating online security with patches regularly, and implementing two-factor authentication whenever possible.

Additionally, it’s important to monitor your network traffic and user behaviour to identify any suspicious or unusual activity; make sure to have an incident response plan in place in case of a breach. By investing time and effort into protecting your LMS, you can help ensure the security and success of your organization!

Software as a Service LMS

With a SaaS LMS, you’re limited to relying on the security measures of the provider. While many providers take steps to secure their platform, it’s important to be proactive and implement additional security measures yourself.

Ask your SaaS vendor what steps will be taken to protect your organization, and decide whether you judge their answer to be adequate. Some of the questions you may want to ask include:

• What type of data encryption do you use?
• How do you protect user data?
• What type of security measures do you have in place to prevent data breaches?

Once you’ve gotten the answers you need, you can decide whether you’re satisfied with the protection they can provide. If yes, great! If not—keep shopping until you are!

You may also like: How to Protect Your Association from Cyber Attacks

So, which option is the best for your organization? The answer to that question depends on a number of factors, including your budget, organization size, and existing infrastructure. If you’re still not sure which option is right for you, or if you have any other questions about enterprise or SaaS learning management systems, don’t hesitate to contact us. We’d be happy to help you make the decision that’s right for your association!

Once you’ve made your choice, it’s time to purchase and prepare your new LMS. Then–get ready for rollout!

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