Share. Ask. Learn. Connect.
That’s the mission of the JMP User Community. Khoros, the platform on which the community is built, recently recognized the community’s remarkable engagement over the past two years with the All-Ways Connected award. The kudo highlights “the many ways that the JMP User Community fosters connections between and among us and our customers,” says Director of Customer Care, Jeff Perkinson.
Community Manager Ryan Gilmore on the success of the JMP User Community
Finding new ways to connect
Here are three specific ways that the community has fostered connections since 2019.
InsideJMP: The internal space where we disseminate sales and marketing content, get to know teammates and share division updates. As a byproduct, putting internal communications in the community brings employees to the platform where we regularly communicate with our customers.
“The whole idea of InsideJMP is to bring internal people together, and we do this on the platform where our users are too,” explains Community Manager Ryan Gilmore. “This familiarizes JMP employees with the platform and brings them closer to our customers.”
Discovery Summit Series: Whether held virtually or in person, the community boards compile presentation materials for conference attendees to view before, during and after an event. Over the past year, the community has provided ongoing access to content, like presentation videos, historically inaccessible after a live event.
JMP Wish List: An ideas exchange where JMP users can connect directly with JMP product management by submitting their suggestions for software enhancements and new features. This feedback helps determine priorities of software feature development. Most importantly, the space allows JMP to mark wishes complete when they have been delivered, facilitating further engagement by communicating to customers that their input is important and valuable to us.
The results are in!
Of course, the award is a great result. But the real value is the increased engagement with each other and with our customers. For example:
We’ve experienced year-over-year growth in engagement on InsideJMP.
InsideJMP engagement 2019-2021.InsideJMP engagement 2019-2021.
Since JMP began providing Discovery Summit conference presentation materials in the community, engagement (as defined by the number of kudos) has trended up.
Engagement in the Discovery Summit spaces has increased over time.Engagement in the Discovery Summit spaces has increased over time.
Our customers have connected with us to submit more than 1,000 software feature wishes. And JMP doesn’t ignore wishes. We have either delivered, already offered or are currently developing more than 15% of wishes requested and continue to evaluate existing ones.
JMP Wish List ideas.JMP Wish List ideas.
“It’s nice to have external validation from Khoros that confirms that we’ve used the community in an exceptional way,” says Jeff.
Kudos to everyone in JMP for being exceptional in your customer engagement and colleague-to-colleague interactions in the community. And a special thanks to Jeff Perkinson (@Jeff_Perkinson), Ryan Gilmore (@Ryan_Gilmore), Landra Cunningham (@Landra_C) and Ian Kleinfeld (@IanAtJMP) for leading the way with their vision, management, communications and design.
Hooray and congratulations!
Great job, team! Congrats!!
Congratulations! Awesome work by everyone.
Congratulations! Great achievement by everyone, indeed!
