Before you go 60-90 Days ...
- Full Pilot option Checklist
- 5% Pilot Option checklist
- What does the ROI say?
The underlying premise of all objection Handling for the 60 day pilot is that this is meant to be
- Something you can spin up fast
- No need for IT assistance
- Just trying to get out of email
This is the core of any objection handling
- SSO: In due time but we can pick a use case and a small set of users so this can be controlled.
- Sharepoint: Do you really think you can get a hole poked through the firewall and then hooked up? Recall this si a free pilot. tailor the use cases and look at reduction in email
- Custom Theme: Speed
- External: can you show something to clients and take it away? Use an account team or field reps as a stand in
- Hosted/On Prem : really should be a paid pilot
Prequalification of 60-90 Days Pilot
- Must have Jive RVP approval
- Both Rep and SE must participate regularly (daily) in the Pilot. Both must monitor the Ask Jive group within the Pilot for any questions asked by the prospect.
- Customer must commit to participating in a SE-led Strategy Workshop along with a Design and Training session.
- Customer must agree to allow Jive to create an Ask Jive Group which will be used in support of the Pilot and be monitored by the Jive Account team for any technical questions that may arise.
- Reached out to alliances for partner assistance. If there is a partner who has done this and is willing to help it increases your chance of success.
- Must have access Business Stakeholder – Executive sponsorship
- Defined Project / Budget / Timeline
- Defined Deadlines
- Must have a project team with Advocates from various BU’s to help with Community Management
- Good Use Cases for Your Prospect to Begin With (2 at the most)
- A future event with a defined date is a good milestone
- Could be a specific project with a team deliverables
- Must must be a “real” use case versus just kicking the technical tires.
- Must have an identified group of participating users tied to a specific use. Can’t be just a wide use case without a specific target.
i. 0 to 10 Jive For Team. Adjustment -> shorten the pilot
ii. 11 to 30 Big Team. Adjustment -> strong community Manager
iii. 31 to 50 too big without veteran community management. Look to bring in partner help or subdivide team into 10 or 12 person spaces
- Cloud Tools
Prerequisites to conducting the Pilot Strategy Workshop:
- Have prospect request TryJive trial, following the steps in PARTNER REP-SE Pilot Checklist Template: Getting Started
Weeks 1 & 2: Pilot Strategy Workshop, Plan & Design focus
(The workshop covers an express version of the Plan and Design phases of Jive methodology.120_Strat_Deck.pptx
- Get Agreement on Goals and Objectives of the Pilot
- CHAWhat are they trying to accomplish by the end of the pilot? (Keep it real. 1 - 2 use cases only. Good Use Cases for Your Prospect to Begin With
- What are their timeframes?
- What are their biggest pain points?
- What are their current tools being used today?
- Describe an example workflow or process.
- What systems are they using today?
- Member Definitions
- Who is their audience?
- Launch Group and KM team. Will include some Marketing folks.
- Will need to include Mark's team on a 2nd usecase
- Is everyone needed for this task invited?
- How are they doing their job today?
- How are they currently connecting with others to do their jobs?
- Who is their audience?
- Get Agreement on Success Metrics
- How will you measure success?
- Guide them to something achievable. Maybe in the form of a survey or Poll.
- Was it easy for you to engage in conversation, ask questions, etc?
- Was it easy for you to pull others into a discussion to get work done.
- Was it more effective to collaborate within Groups then in what you were doing before?
- Define site’s Purpose and its defining characteristics
- This will be reliant on use cases defined in Week 1.
- Consider if you will need Overview Pages, Landing Pages, Lobby’s, etc.
- Structure site to meet overall pilot goals and objectives
- What taxonomy will you need in place?
- Groups? Spaces? External Groups?
- How will users navigate to these areas?
- Design key views, groups, spaces
- What will these areas look like?
- How do the end users consume the content? What do they need to see?
- Consider “gamification” elements like “Featured Users”
- Have customer create Welcome blog that clearly states the purpose of the pilot and expectations for participating in the pilot
- Create Ask Jive Group. This group will be used for users to ask questions.
- Get necessary design elements (graphics) from customer. Develop theme.
- System Variables of interest
- Turn On and Off Getting Started
- Lock overview page as default landing page
- Turn off group creation
- Internal vs external nav bar
- Redirect Help to ask Jive group
- Configure application to support goals and objectives
- Outlook & Office Connector
- External Groups
Tasks - Plan
|Pre-qualify that this is a good fit for the structured process of a 120 day pilot||Rep / SE||Completed|
|Create JC Group (via SFDC) for Customer and create Project to track Pilot progress (project CORE in tryjive)||Rep||Completed|
|Schedule Strategy Workshop||Rep / SE||Completed|
|Lead Strategy Workshop to identify use case(s), advocates, and participants||Rep / SE||Completed|
|Outline Next Steps||Rep / SE||Completed|
|Have customer register for Try Jive||SE / Customer||Completed|
|Have customer invite Rep and SE to Pilot||SE / Customer||Completed|
|Have customer make SE an admin of the Pilot instance||SE / Customer||Completed|
|Create and provision Ask Jive Group||SE||Completed|
|Invite Rep to Ask Jive||SE||Completed|
|Rep and SE create custom Stream for Ask Jive and set email notification||Rep / SE||Completed|
|Rep and SE create a Private Group to coach community Manager||SE||Completed|
Tasks - Design
|Schedule Design Session / Review for identified use cases||Rep / SE|
|Configure Jive Pilot Instance along with customer Community Admin||SE / Customer|
|Pre-seed necessary content in Ask Jive (Toolkit Quick get started documents, Jive Training Videos)||SE|
|Demo use cases for Sponsors and Advocates. Obtain "sign off"||Rep / SE|
|Well themed Landing Page||Initially done by Jive|
|Launch Blog||Written by or ghost written for business sponsor If the business sponsor is reluctant to welcome the users the question has to be asked if the right owner is bought in.|
- Use 120-day Pilot Strategy Workshop Template to lead the onsite strategy workshop.
- Summarized next steps from the Workshop
- Well documented use cases with clearly identified participants.
Week 3: Launch
Launch Phase Objectives
- Define Pilot Stakeholder and Advocate (Champion) engagement and communication plan.
- Welcome Blog
- SAMPLE - Maria K Pilot for sample "Welcome Blog"
- On-going Advocate / Champion participation in the community
- Welcome Blog
- Provide Training for Advocates and Stakeholders
- Assist Advocate with training for users (onsite recommended)
- Theme landing page for inital calls to action
- Determine Incentives to drive participation and engagement
- Featured User Highlight
Week 4 and 5: Manage / Measure (and beyond)
Manage / Measure Phase Objectives
- Define Roles and Responsibilities for on-going management of the Pilot during the 120 days.
- Come up with Key Metrics of Success and how that will be measured
- On-going refinement of overall usecase and process to deliver value.
- Bi-Monthly check-in to review pilot progress.
Week 6 - Week 12:
Cheer leadingWeeks 6 thru 12 are called cheerlead because it is expected that the use case is under way in earnest.Get them thinking post-pilot, introducing various integrations that will boost their use cases (and bring us more dollars.) Share ideas! Praise their efforts! Keep them excited!Be on the lookout for new advocates and offer them encouragement.Task
|Week 6: Blog and Introduce Jive for Office/Outlook. Solicit feedback and gauge effectiveness of message||Rep / SE|
|Week 8: Blog and Introduce Jive Anywherek. Solicit feedback and gauge effectiveness of message||SE / Customer|
|Week 9 Midway checkpoint. Go for early close. Onsite meeting with business Sponsor and community manager||Rep / SE|
|Week 10: Post a BS Blog discussing the close.|
|Rep / SE|
|Monitor Ask Jive Group and Community||Rep/SE|
Post Metrics in Community Manager coaching group
Leveling off and steady is OK provided that the use case is proceeding
|Ask Jive is tailing off||The goal is have a community manager start to take this by the horns and answer a lot of questions|
Hallmark of this phase is that people are interested in their points or the popularity of their groups. Theme accordingly
|New Fans||We should see new use cases and fans by this point.|
|Build next step Document||Start building presentation (including week 10 checklist) with prospect in tryjive|
Week 13 - Week 16:
Wrap Up Phase
Collect anecdotes from users.
Tabulate key metrics
|Solidify production considerations||Rep/SE/Services/Security/Hosting/Legal|
|Second to last week: Wrap up meeting with Key Sponsor||Rep/SE/RVP|
|Expect tapering off of traffic||Indicative of pilot ending. Good defense against the (we need a few more weeks argument)|
Find the anecdotal user for the executive presentation who took to this
|Unexpected Use case||Find a use that was not even forecast at the beginning of the pilot|
|Meaningful next step conversation||Legal, procurement, IT, etc|
Week 17 onward:
Possibility 1. Loss: Client is entitled to data. lock down site and leave community managers to harvest what is needed. Work with hosting to get more as needed
Possibility 2. Win and stay in cloud:
Possibility 3: Win but move to Hosted or On-Prem. Move is only doable in q4 when cloud and hosted sync (note some features in from cloud will not move to hosting)