Mission
JMP User Enablement has a simple mission statement with a deep meaning:
To nurture an active and engaged community of JMP users worldwide, ensuring that every JMP user has the necessary tools to get all the value from JMP that they can.
Each word is chosen carefully with specific meaning and purpose:
Nurture: This is a long term process it won't happen overnight. We must provide the environment which will allow our users to develop into this.
Active: We do not want JMP software installed and going un-used. We want people to solve problem and make discoveries with JMP.
Engaged: Users should be participating in programs we offer, taking advantage of the tools we provide. They should be participating in conversation with other JMP users.
Community of JMP users: Users should be aware of other JMP users in their company, in their region, in their industry, in the world. While the online JMP User Community is a part of this, it is not the only part of this. JMP users groups, regionally and within organizations are a part. JMP Discovery Summit is a part. Every event for JMP users is a chance to create this community.
Worldwide: These efforts must span every region and territory. We must provide regionally appropriate services in the languages our users need.
Ensuring that every JMP user: While we will never get there, our goal is to reach all JMP users.
Necessary tools: We must equip users with the inspiration and confidence to use JMP to meet new challenges and solve new problems. Everybody learns in different ways so we must provide options for learning through text, video, tutorials, demonstrations, and more.
All the Value from JMP that they can: No user is going to use all parts of JMP, however, we must make sure that users know what JMP can do for them and for their company. For example, a reliability engineer may not think they need the Text Explorer platform but when they begin to dive into repair reports we want them to know that JMP can help them.
Why do we care for customers
More than 90% of JMP's annual revenue comes from existing users, through renewals, upgrades, and referrals.
The best JMP salesperson is a happy and successful JMP user. They will not want to lose access to the software so they will insist upon renewal. They will tell others within their company about their success and the impact JMP makes and encourage others to license it. If they move to another company they will want JMP there and give us a new license.
We must make sure that every user has a reason to continue to use JMP and to tell others about their success.
Organization
While there is a formal Global Customer Care Team everyone who interacts with users, whether directly through the JMP user community, by giving demonstrations, by presenting at Discovery, or indirectly, by developing features that users need, testing the software to ensure it's quality, or processing orders to make sure the software arrives in a timely manner, is a part of JMP User Enablement. Every interaction with JMP users is an opportunity demonstrate our commitment to the user enablement mission.
Major Programs
JMP Inspire: By engaging with users directly through demonstration we can inspire users to learn new parts of JMP and use it more fully. Demonstrations and questions and answers give us the opportunity to give users the confidence to try new things and seek to learn new tools.
JMP User Groups: Whether internal, regional, or country-based, JMP Users Groups act as a multiplier as users share their own successes and explain in their words how to use JMP effectively and efficiently. They can organize meetings and events with minimal support and do our work for us.
JMP User Community: The JMP User Community is the online home for JMP users around the world. With more than 20,000 members and support for conversation in any of our 8 languages JMP users can find answers to questions and share their knowledge with users no matter where they are.
Mastering JMP: This series of live and recorded webinars use case studies to demonstrate how to use JMP effectively and efficiently.
JMP Roadshow: Each new release gives us the opportunity reach out to users and make sure they know what new things JMP can do for them. It gets disparate users together to meet each other and network.
Hands-on Workshops: In partnership with JMP Education we can train, support and maintain current JMP users. These live tutorials give users the opportunity to sample portions of formal training courses and hear from our technical sales force how to use JMP well.
Learning JMP:
Welcome and Introductory kits: Found at jmp.com/welcome these kits give new users an quick start and experienced users a refresher into the basics of JMP and designed experiments.
Learning Paths: By providing interactive, online tutorials, with video training and activities to practice the skills learned we get users up to speed quickly.
Tutorials: Using segments of Mastering JMP webcasts we can give users an introduction to parts of JMP they may be unfamiliar with and links to learn more.
Customer Success: The premier accounts comprise the largest group of JMP users and we have a special obligation to make sure they are successful with JMP. The Customer Success Managers around the world work with users and champions from these organizations to ensure they know how to get JMP and how to use effectively. They act as a guide to the resources that Customer Care provides and a personal contact for more information.
JMP Newswire: Delivered regularly (bi-monthly or monthly depending on region) this email newsletter is the way for JMP users to stay informed about new programs, events and resources.
JMP Discovery Summit: The flagship program for JMP users brings champions, users, and thought-leaders together to energize and educate about how to build a culture of analytics and use JMP to power it. It gives us the opportunity to put our developers in touch with users to see first hand how JMP is used and how to improve it to make it even better.
