This live article is intended to capture our 2019 CC advancements and tools to support and nurture JMP Customers
- Streamlined jmp.com/learning page - Delivery Goal Late April 2019
- Completion of SKP Phase I - Delivery Goal Mid Year 2019
- All platform pruning of JMP media content (Customers need to watch the right content) - Youtube, Brightcove, jmp.com Delivery Goal Mid Year 2019
- Refreshed New User Welcome Kit with Localizations in Chinese Japanese, and German - Delivery Goal May 2019
- Completed DOE Intro Kit with Localizations in Chinese Japanese, and German - Delivery Goal April 2019
- New SalesForce DOE Intro Kit campaign of 5k, with a Landing page, and Corresponding Ads - Delivery Goal April 2019
- Video Translation Process Outlined and Documented - Timecodes > Password [Vendor] - Delivery Goal Mid Year 2019
- Streamlined JMP Mastering Page and Offering
- Newswire Promotions - Community Ads, a Blog Post, Top 10 Newswires, etc.
Some ideas that came out of conversations, to be discussed by team:
- Move the Learn JMP tree to a different url, perhaps learn.jmp.com, accessible from a jmp.com tab. Possible purpose: segment marketing and customer care and make a cleaner interface for current users.
- Do we need full Mastering videos, or are we able to point to single (or only several) online videos already created? Possible purposes: reduce redundancy, highlight live Mastering sessions value - Q&A, case studies.
- Get NEW IN JMP 15 text to offices before or at time of release so SE can translate and possible add local language audio. Gail will look into using yout tube audio-to-text to start. Consider recording segments with Brady before release.
- Customer chat or Ask <JMP SE name> sessions that are online chats.
- Talk to John Mosier about optimizing new Mastering for Search Engines (who / when / Outcome)
| Resource Name |
Description / Purpose |
Language |
Skill Level |
Audience ( Prospect / User ) |
Comments |
| New User Welcome Kit |
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English |
Beginner |
User |
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| Getting started with JMP DOE |
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English |
Beginner |
User |
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| New in JMP |
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| Ask JMP |
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Statistics Knowledge Portal
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| Statistics for Industrial Problem Solvers |
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| New to JMP |
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| Community Ads |
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23 January 2109
PEOPLE IN THE ROOM AND WHAT THEY DO
Christy Spain
Supports Premier Accounts. Reaches out to users when she sees them sign up for anything. For this, she uses Salesforce; has email templates that she sends based on what they did. She creates account intelligence documents to communicate premier account information throughout the globe.
Stan Koprowski
Systems Engineer. He writes add-ins scripts for customers; presentations on JMP Days, writes blogs, manages Community.JMP.Com and creates private and employee spaces. Triages Tech Support calls from customers – like helping customer install their JMP; helps answer Site Admin questions.
Elias Pickrahn
Same role as Christy for Europe; last year managed Mastering and JMP Days and User Groups. Will support these activities for Premier Accounts and will let people find information. Did SE Asia webinars and happy to help with those this year.
Maria Astal-Seres
Manages JMP Days, Friday Mastering JMP, User Groups in UK, French, Italian, German, helped set up SE Asia Mastering. Starting Europe Newswire 2019.
Ryan DeWitt
Welcome Kit creates materials for new users. Will release DOE Welcome Kit this year. Puts videos on JMP YouTube Channel. Helps with graphics and supporting videos for learning content or user materials. May start creating videos without audio for simple concepts that are easily captioned in other languages. Liaison with Steering Committee and paper/poster presenters for US Discovery Summit.
Julian Parris
Creates learning materials. SKP (Statistics Knowledge Portal) where he creates materials and STIPS (Statistical Thinking for Industrial Problem Solving) where he created JMP demos. Creates promotional materials. Main area is learning organization for the website. Video production with Ryan. Contributes answers to Community.
Landra Cunningham
Communications and messaging for Customer Care, email announcements, Newswire writer/editor US, JMP Product announcements, Customer Care on social media, Customer Care update, ghost writing for Jeff.
Ian Kleinfeld
Community.jmp.com technical and user experience manager. Works with Ryan DeWitt on design of Community. Works on some customer care areas of jmp.com. Involved in translation the messaging, and stagnant parts (menus, etc.) of the Community.
Robin Moran
JMP User Groups (for all types of groups: public, in-house, virtual), partners with JMP Education JMP Start with JMP (1-day) and JMP Accelerate (for people who have been using at least one year). These events include Systems Engineer demos, and JMP trainer teaches 1-hour segments of a few classes. Students have JMP on their computers – in essence we provide free min-training. Manages What’s New in JMP Roadshow around the US after new release comes out. These are held after each JMP release and presented by SEs in the geographic area. Manages JSL logistics for John Sall once per year.
Kathy Walker
JMP Days onsite events at customer sites. Presentations are given by local engineers. Works with customers to identify 30-45 minute topics. If small attendance, a few presentations; big accounts all day and more presentations all day. For larger accounts may bring in John Sall or Developers to present. Works with Customer champions and creates registration page, agenda. Provides post-survey after event. Works with Sales teams to ID champions. At some events, ask for feedback on product – private wish-list of requests. Liaison with Steering Committee and paper/poster presenters for US Discovery Summit.
Gail Massari
Schedules and manages Mastering JMP and Advanced Mastering JMP webinars. Tries to assure adherence to Great Demo format. Makes sessions into videos. Redesigning jmp.com/mastering site with Aaron Kennedy’s team in 2019. @JMP_Tips twitter feed 5x per week. Repurposes materials and videos into blogs and tweets. Community.jmp.com manager and coordinator of community.jmp.com/mastering where materials from Mastering webinars are stored for users and SEs.
Atsuko Iono
Marketing and Customer Care in Japan. Trying to create more fascinating content for customers and prospects. Posting content is good best practice for them. Japan does not have JMP-savvy technical support because main mission of SEs is to close deals. Videos made by Julian translated have been helpful. Collects site use information, for example for people in Japan using Welcome Kit in English. Wants to leverage information from US site. She would be interested in having text and Camtasia source to use to create audio for US videos, including Mastering JMP. Rei Yamazaki
Background as editor and localizing English content to Japanese; as copywritten for Ad agency. Will work with Atsuko-san in Marketing mostly using social media and creating social media content to create awareness of JMP.
Gina Xie
Manages off-line Marketing and Customer Care activities including Mastering JMP, JMP Days, email and direct marketing. Challenge is to leverage US content. How can they leverage new product resources for China?
Rita Lv
In charge of social media, online, WeChat is the core center for customer care. 2018 WeChat had 3000 questions and she responds or gets the responses. Challenge is to handle increasing questions of prospect and customers. Does not know who customer or prospect is. How to keep up high quality of content. SE time is limited. They have translated blogs but also need more interesting content presented in an easy way. Some responses are automated and some she responds to.
Aaron Kennedy
Manages digital designers for anything that is and off-shoot of jmp.com. Ryan Clare, Michael Osinibi, Peter Jeong, Jonathan Bryant.
Kirsten Boyd
Partners with JMP Education and sales teams to produce 2-day Hands-On Workshops - "Jump Start" with JMP (day-1) for beginner users and JMP Accelerate (day-2) for our more advanced customers who have been using JMP for at least one year. These Hands-On Workshops include Systems Engineer demos and teachings from a JMP trainer. Students have JMP on their computers with printed course notes – these trainings are free to users. Plans JMP Days with Kathy Walker. Manages Call for Content and paper/poster presenters for Discovery Summit US.
@gail_massari
@maria_astals
@stan_koprowski
@jules
@Elias_Pickrahn
@christy_spain
@Jeff_Perkinson
@LandraRobertson
@kathy_walker
@robin_moran
