Enhancement Request Process Improvements Update

Transcription

1 Enhancement Request Process Improvements Update Rosemary Astheimer Product Manager November 10, 2010

2 Agenda > Introduction Current Process Goals > Customer feedback and statistics > Current status Launch of PlanetPTC Challenges PTC is facing > Future 2010 PTC 2

3 Current Customer Process and its Challenges > Customers submit enhancements using enhancement portal on PTC.com > Customers get very little feedback on submitted enhancements Dissatisfaction with the process Valuable customer feedback and enhancement ideas may not be addressed PTC 3

4 Proposed Future Enhancement Request Flow Improved Customer Experience User Community Enhancement Requests CRM Regularly Scheduled Announcements Vote Topic Queue PM Discuss 2010 PTC 4

5 Feedback from Technical Committee Members > Webcast in March 2010 > 132 attendees 75% lack of feedback is a concern 50% had used a voting mechanism previously 79% liked the idea of a linked discussion thread 70% agreed voting was an acceptable method of prioritization 90% preferred feedback via or posting to the website > Green light to proceed from PTC Upper Management April PTC 5

6 Benefits to New Enhancement Process Database of Ideas Enhancement Requests DB User Community? PM Quality Assurance Development 2010 PTC 6

7 Customers are Driving Interaction > Social Interaction 500 Million on Facebook 64 Million smart phones 3 Million ipads 5 Billion iphone app downloads > New way to business > Management > Engagement Engage Employees & Customers > User Interface > User Experience Not what you do but how you do it > Exchange > Collaboration Utilize Social Platforms to bring new ideas to light 2010 PTC 7

8 PlanetPTC Community

9 What is PlanetPTC Community? > PlanetPTC Community is a site for PTC customers and product development professionals who want to inspire others with their work and success stories, and be inspired by the talent of their peers Showcase designs, skills and knowledge Network with product development professionals Inspire peers by sharing success stories 9

10 PlanetPTC Community Customers Asked. We Delivered. > We ran a Customer Survey in April 2009 with the following results: PTC customers are extremely active in social sites PTC customers are eager to participate in a community with PTC Forums, Wikis, Upload & rate content, product blogs are the most popular areas of interest Creators Critics Collectors Joiners Spectators U.S. online adults = 21% PTC customers = 46% U.S. online adults = 37% PTC customers = 49% U.S. online adults = 19% PTC customers = 38% U.S. online adults = 35% PTC customers = 47% U.S. online adults = 69% PTC customers = 84% Inactives U.S. online adults = 25% PTC customers = 11% 10

11 PlanetPTC Community Diamond Members > PlanetPTC Community leaders > Participate, interact, promote, invite > Content seeding > Ongoing content contributions > Ensure spirit of PlanetPTC Community > Test new features > Feedback to Community Manager > Recognition > Subject matter experts 11

12 PlanetPTC Community Launch - June 8, 2010 > Booth in the Exhibit Hall > Giveaways > UX testing area > Featured in keynote > Press Release > Blog posting and resulting coverage > Additional customer communications planned PTC Express Marketing s to Siebel base Word of mouth through Diamond Members 12

13 Features and Metrics in PlanetPTC Community > 9,829 new members since June > 450 new members joining per week > 1,236 discussions; 7,519 replies > 264 wiki documents > 48 groups created > Hundreds of videos and images uploaded > 147 pieces of content received ratings > 300+ comments on blogs, videos, documents *As of October 28,

14 Popular Communities > Creo Elements/Pro Community (formerly Pro/ENGINEER) 612,789 views 3,946 active users > Mathcad Community 647,696 views 1,307 active users > Windchill Discussions 71,190 views 768 active users *As of October 28,

15 Exciting Content Examples 15

16 Exciting Content Examples Illustrated technique of dynamic spring action within Pro/ENGINEER 592 Views *As of October 28,

17 Exciting Content Examples 684 Views 4-Star Rating *As of October 28,

18 Exciting Content Examples Ho Ho Extruder 386 Views 4-Star Rating *As of October 28,

19 Exciting Content Examples 142Views *As of October 28,

20 Exciting Content Examples October 29, views October 29, views 21

21 Get Involved! > Join the community Create a profile with your picture Read the content Comment on content and discussions Start discussions Share some of your work or highlight a tip you can share with your peers Start a group Start a blog > Why? Showcase your work Learn something new Be inspired Network with worldwide peers Help us drive Enhancement Requests with your continued interaction! 23

22 Benefits to New Enhancement Process Database of Ideas Enhancement Requests DB User Community PM Quality Assurance Development 2010 PTC 24

23 2010 PTC