Challenge with the 30 day trial

Question

I am still pretty green so maybe this is a topic that has been discussed and put to bed already, but if not, this is an observation I am seeing repeated again and again here in the Gulf Territory:

1. Customer signs up for a 30 day JMP trial

2. Customer receives requisite info to start JMP trial, 30 day timer begins. Often it goes to their spam folder (we are told)

3. 30 day JMP trial expires without customer using JMP (even with multiple touch points from Inside Sales)

4. Weeks/months later the customer is ready to trial JMP software but cannot

Is this a common problem in other territories? This is a sticking point for us and often times leads to disappointment on the customer's side and an awkward conversation. I know there are 'things' that can be down to workaround this ("Can someone else in your organization download the trial?") but it would seem advantageous to develop a path forward that is more desirable for the customer, like the trial not beginning until the software is activated rather than receiving the activation information. Again, I'm green, so I am not privy to under-the-hood challenges that might exist.

Anyway, this my Friday morning musing...

Have a great weekend y'all,

Peter

Bob_Hickey · Answer

Peter,

FYI - The 30 day countdown begins on day of activation, not day of download.

JMP Trial FAQ

- Bob Hickey

benfrancis · Answer

Hi Peter,

For trial downloads, Ferenc (IS) tends to give them a call/email with meeting invite one or two days after the lead is generated in SF.

If they aren't willing to talk, then at least they will check their email folders for the trial email.

If they are willing to talk, then it's a chance to understand want they are looking to achieve by downloading the demo. And I can follow-up if there's anything more technical that Ferenc passes over to me.

Kind Regards,

Ben