Topic Name: Customer Lifecycle
Representative: Tina DuBois
Steering Committee Member: Ian Cox
Updated: 06/30/19
Section 1: Top Takeaways
- JMP Cusotmer Lifecycle:
- Need/Research
- Research/Decide
- Buy/Adopt
- Use/Recommend
- JMP Sales Goals:
- Gain new customer accounts
- Grow existing customers
- Create champions
- Protect & grow renewal revenue
- JMP Terminology:
- TSR: Total Software Revenue, a combination of New Sales Credit + Renewal Fees
- NSR: New Software Revenue, net new money being invoiced to the customer
- NAL: New Annual License, a type of sale where there is a new contract with the customer for products. Term of this license is typically one year. As long as renewal fees are paid
- Upgrade: adding users to an existing license, increasing the user count
- Perpetual License: aka shrinkwrap, clickwrap – a single user, on a single machine, with no expiration date. No future releases of JMP are included.
- Cusotmer Company Types:
- Pharmaceuticals
- High-Tech (Semiconductor)
- Chemical
- Consumer Packaged Goods (CPG)
- Commercial/Government/Academic
- Customer Personas/Titles
- Engineers
- Analysts
- Statisticians
- JMP Salesforce
- JMP Division’s System of Record for:
- Customer interactions
- Lead management
- Lead generation tracking
- Opportunity management
- Forecasting
- Marketing campaign tracking
- Executive, management and territory dashboards
Section 2: Important Topic Links/Learning Resources
- See Tool Links in the attached "JMP Cusotmer Lifecycle - Academy FINAL.pptx"
Section 3: High-Level Process Steps
- See Customer Lifecycle process steps in the attached "JMP Customer Lifecycle - Academy FINAL.pptx"
Section 4: Key Contacts
- Tina DuBois - Sr. Business System Anlaysis (Tina.DuBois@jmp.com)
Section 5: Process Flows
Section 6: Process Videos
@scwise Presentation published. No guarantees it won't change between now and 1pm on Monday....
