Company background: JMP is a business unit of SAS that produces interactive software for desktop statistical discovery. Pronounced “jump,” its name suggests a leap in interactivity, a move in a new direction. John Sall, SAS co-founder and Executive Vice President, created this dynamic software and remains its chief architect and leader of the JMP division. Introduced in 1989 with scientists and engineers in mind, JMP has grown into a family of statistical discovery products used worldwide in almost every industry. From its beginnings, JMP software has empowered its users by enabling interactive analytics on the desktop.
Contact: Ryan Gilmore
Title: Community Manager
Related URLs: community.jmp.com
Kudos Category: All-Ways Connected
1. Tell us about your digital customer experience: When and why did digital customer experience become a focus and priority for your organization and what technology(ies) did you decide to implement to help you, and what problem(s) does it help solve?
It’s no coincidence that the JMP User Community tag line is “Share. Ask. Learn. Connect.” One of the overarching goals of nearly every area of the JMP User Community and the programs it supports is helping users stay connected. JMP Customer Care focuses on making sure users get the most out of JMP—and one way we do that is by keeping everyone connected.
For the past seven years, the community has supported a vibrant and growing Discussions space where JMP users stay connected, ask and answer questions, and learn from JMP experts. To expand the number of JMP employees in this kind of knowledge sharing, we wanted to draw more of them into the community. We also wanted to give Discovery Summit attendees a space to continue conference conversations. And, the JMP Wish List gave us another layer of engagement to connect with JMP users about their software needs.
In addition, JMP continues to use the community platform to support users through a full set of programs. Below are three of our favorite ways to stay connected, including a list of other programs and spaces that are just as essential to keeping community members connected and our customers cared for.
2. What are the benefits of having an integrated community and social media management platform for your organization? How does it improve your strategy for digital customer engagement?
Staying connected is made easier through a variety of Khoros-supported technologies. The community platform has enabled centralized knowledge sharing in myriad ways. Here’s how the three programs we featured above use these technologies to keep community members connected in common, convenient spaces.
3. What are your digital results? Please provide your business outcomes and results because of your digital customer experience approach in quantifiable metrics (e.g. revenue, Net Promoter Score, cost savings, brand reputation).
For insight into how the community is helping JMP in reaching customer care and business goals, we pull from a variety of data sources, including Salesforce data, Tech Support tracking entries, and Community REST API and the Bulk Data API. Here are some high-level findings from this analysis:
A final important note about community content and staying connected: All content in the JMP User Community is translated into multiple languages using the solution from iTalent/Lingotek, allowing customers and employees to collaborate and stay connected regardless of their language choice.
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