Blackboard, the classroom software company, may be heading in the right direction, judging from a question and answer session with top executives the company hosted for customers on Thursday.
The unusual ritual at Bb World of subjecting executives to public and not always positive feedback from clients has served as a big griping session for perturbed customers in previous years. The company has lost market share over the last several years, according to annual surveys by the Campus Computing Project, though Blackboard remains the largest provider of learning management systems to American colleges.
This week, clients who stood up to talk to the executives generally tossed aside those overarching gripes as things of the past. Blackboard CEO Jay Bhatt joined the company seven months ago following the departure of Michael Chasen, a co-founder.
Jean Mankoff, the director of learning technology support at Texas Woman's University who has attended 14 of the company's conferences, praised Ray Henderson, who joined the company four years ago. She said the company had lost its collegial feeling for several years until recently.
The company is not without issues, however. Mankoff said the company had too many different product lines and sometimes she feels like she is working with different companies when she tries to purchase each product. That's something Bhatt said he is working to fix. Another user complained a featured in one of the disparate product lines had been neglected.
Another customer complained the software has become so feature-laden that faculty have trouble using it, something Bhatt also said he is working to deal with.