Repeat business is difficult in any industry, e-learning is no exeption.
The role of our department is to try and encourage and develop e-learning materials for lecturers to bring the quality of the service the University offers to its students higher. We are generally trying to offer new services to academics all the time generally bringing them on board for multiple tools and facilities.
What I have observed, is a trend to get the academics on board, develop stuff and then let them go off. There are e-assessments which have not been touched for five + years. There is not much communication between old customers and staff, we generally treat an e-learning application as one off, until an academic comes in and requests changes. We should be treating applications as lifelong products and adding yearly product/content reviews. We should treat a customer not just as a customer for one product, but try and review their course with them to explain any technologys that they could use.
It would be interesting to find out what is done in other Universitys etc with regards to customer service and recurring reviews ......