SUMMARY: Many JMP customers are not getting max value from their JMP installation. The workflow assessment is a tool to assess areas of deeper use potential. We close for upgrades as we find pockets of users. JMP days are good follow on to the survey to fill the “holes”. This should be offered to each strategic account in a territory as part of your account expansion plan.
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What is a workflow assessment?
The workflow assessment and corresponding information visualization example is a communication support aid for customers with an analytics advocate that wish to understand and report on the parts of JMP users leverage within an organization.
The reason for doing this is varied and should be driven by organizational initiatives/needs, but possible reasons may include: driving expansion, standardization, analytic tool consolidation, digital transformation support or software spend justification/value creation justification from JMP users.
How does a customer perform a workflow assessment?
Once the sales teams share this page with the customer, the customer can perform the assessment in 3 steps:
- Send a survey to JMP users. (The JMP sales team provides the example email and survey to get them started).
- Import survey data into JMP and run the workflow analysis add-in.
- Work with JMP account team to evaluate results, set goals and work out a support/training plan.
Ensuring a good response rate from the survey could be a challenge. However, this will also tell us how much of a change agent our advocate is and if we need to find alternative partners within the organization to help us deliver and request this information. It can also be useful to understand internal pressures coming from other groups within an organization.
What will the customer learn from this assessment?
What this workflow assessment does is make it easy for an advocate or customer to understand the scope of how JMP is being employed within their account. Essentially the assessment will allow them drive follow up conversations to help identify:
- Potentially productivity gains.
- Where time is wasted.
- What bottlenecks exist.
- What should be automated.
- What should be standardized.
- What training opportunities exist
- Where users leave JMP to accomplish a task.
It’s not going to tell them exact action items, but serves as great overall starting point to drive conversations and empower the customer to own their workflow, processes and training needs. Then the JMP team can step in and help as required with the most effective intervention based on our deep knowledge of working with similar customers and their user’s problems.
What is the ideal customer for this assessment?
Premier and strategic accounts or stable and growing customers, with a strong advocate and a mid-size or larger user base that:
- Wants to understand the business value and ROI that JMP users are providing to help justify their software investment
- Are looking for ways to streamline their analytic workflow process, reduce the footprint of the hidden factory and increase engineering efficiency.
- Are looking to be better prepared to address inevitable data challenges.
- Are looking to provide statistical empower to users with data.
- Are going through digital transformation projects and wonder where desktop software like JMP fits into this initiative.
- Don’t know the exact scope and scale of how the product is being used within their organization.
- Aren’t sure where training should and could be prioritized.
- Aren't aware of all of the capabilities of JMP and how they can apply to different departments, problems or business initiatives.
- Are responsible for justifying the value of software spend up and down the organization.
Can the customer customize it to their organization’s structure or needs?
- Right now, to ensure the add-in provided works, the customer is only allowed to customize the first 4 questions (region/location, department, role, years of using JMP) to their organization's structure and needs.
- If they make ANY changes to subsequent questions, the add-in will not work and adjustments to the script will have to be made.
- This is noted on the resources provided to the customer.
- Best practice is to review the survey before it sent to know if work will have to be done in order to fulfill customer's needs.
How much work is this for the sales team?
If this is done successfully and as part of an account plan, the time invested up front will pay back greatly in terms of $/hr to drive user upgrades, product upgrades and to protect against competitor and downgrades.
It’s also a good test of the function of the advocate you think you have in place within an account. The JMP sales teams will have to sell the value of this workflow assessment to the advocate, but the goal is to empower the customer to do this on their own.
Currently this asset will not be publicly available to anyone. It will only be offered by sales teams until it has gone through several iterations, been beta tested within a few accounts and the value/information it provides has been proven more fully.
Whats the benefit of doing a workflow assessment for a sales team?
The workflow assessment provides sales teams with critical account knowledge including:
- What teams/regions are using JMP
- What capabilities they are using in JMP
- How frequently they are using JMP
- How proficient they are in each of the different capabilities
This provides sales teams with the opportunity to have higher-level conversations around:
- opportunities for account expansion by identifying white space within an organization
- opportunities for product awareness/training by identifying under-utilization of specific capabilities
- opportunities for training by identifying gaps in knowledge
- opportunities for support/partner engagements for automation/customization by finding bottlenecks or time sucks.
Some ideal times for doing a workflow assessment:
- To prepare for your annual business reviews with your strategic accounts
- To prepare for quarterly business reviews
- Before a JMP Day to understand what to focus on and for what teams
In general, the JMP analytic workflow assessment represents conversation possibility. It elucidates gaps between what we think we know about the customer and what is actual going on in the account. It gets the customer talking and asking questions. It can guide the strategy about what is the next most important thing we should be doing with this account to drive expansion.
What if I would like to test this out on a customer - what do I do?
If you have a customer who meets the above criteria, you can use this link to share the files with them. This page is hidden and not findable by search. Only customers/advocates who are provided the link from sales will have access to these files.
