Best Practices/Resources for Customer followup?

Question

Hi All,

What is your typical process flow for customer followup?  Do you have any recommended resources?

The spirit of this question is akin to posts for Best Practices of Doctor is In and Best Practices for JMP Day Events.

I was doing some email followup to various customers over the weekend.  I typically will look for a few resources specific to the analysis of interest from the platform documentation (i'll often use google to find the specific link), to some community posts solving the same problem maybe throwing in a learning library link, and even a webcast using the platform.  After going through a rather detailed amount of linking to various spaces I realized there were a couple other pages that already have a list of resources from high to low.  In turn potentially simplifying both my workflow and possibly the customers as well. Certainly each customer sits in a unique position of analytical needs and capabilities so not all resources will fit everyone.  But I'd love to hear about best practices and best resources for responding to customers.

Thanks for the input, the thread will be updated as feedback comes in.

Resources:

* Favorites for Simplification* Core Capabilities of JMP* JMP Main Page --> JMP Software Tab --> (upper left segment) JMP --> Scroll to the bottom of the page --> Learn More

* Application Areas* JMP Main Page --> Using JMP Tab  --> (Right Segment) Application Areas --> area of interest

* New User Welcome Kit* JMP Main Page --> Resources for Users Tab -->  (upper left segment) JMP User Community Segment --> New User Welcome Kit

* Detailed Searching* Mastering JMP* www.jmp.com/mastering
* JMP Main Page --> News and Events Tab -->  (right segment) Featured Resources --> Mastering JMP* I personally prefer accessing on-demand webcasts in this manner over the on-demand link from the news and events tab

* Community Posts* www.jmp.com/community
* JMP Main Page --> Resources for Users Tab -->  (upper left segment) JMP User Community Segment --> Community Home

* Learning Library* www.jmp.com/learn
* JMP Main Page --> Resources for Users Tab -->  (midlle left segment) Learn JMP Segment --> Learning Library

* Google* Hopefully this isn't necessary but it is always on standby

Process Flow

* Start a Salesforce Task (followup, email, etc.)
* Find appropriate resources
* Provide a quick answer (give them the fish) while also showing them how to look it up (teach them to fish)* Get them used to asking tech support. Example mail signature from phil.kay​

"For queries like these you can always get help from our technical support team (email: support@jmp.com). They are available 24/7, whereas I can sometimes be slow to respond because I am travelling."

* Keep your Sales team and Salesforce in the loop (CC/BCC)
* Update your tasks in Salesforce

Byron_JMP · Answer

Maybe talk to your inside sales person about setting up email templates?

The work flow looks like this.

1. Under the Active History tab, click send email

2. click Select Template button, choose template

4. Check to make sure the person didnt enter a goofy name

3. click send

To set up templates, in SF ,click on your name (top right), click setup (goes to this screen)

Use the Create or edit an email template option.

Be careful, if this becomes your job, you'll likely be replaced by a bot.

Phil_Kay · Answer

Hi,

There are a couple of things that I always try to do.

1. Ask at least 1 question of them for every question that I answer. At a minimum I would ask why this query/challenge is important to them and what the value of a solution will be. Also a great opportunity to ask for success stories and references to other people/departments.

2. Get them used to asking tech support. I have a standard line as one of my automatic Outlook signatures:

"For queries like these you can always get help from our technical support team (email: support@jmp.com). They are available 24/7, whereas I can sometimes be slow to respond because I am travelling."

Nate_Riordan · Answer

I am indeed a big fan of BCC to salesforce.

I'll also often have my sales team as a BCC so the customer doesn't feel the sales pressure but I keep my team informed.