Marketplace Clarity

Use of Marketplace Clarity is subject to the Data Use and Privacy Policy for Marketplace Clarity.

Marketplace Clarity provides Vendors with:

  1. an understanding of the health of their business,
  2. insight into their customers,
  3. an understanding of how customers use their products, and
  4. an improved customer support experience and lower Mean Time To Resolution for support requests

Getting Started

  1. Add the Marketplace Clarity user ( to your Marketplace account with Read-only permissions
  2. Install the Marketplace Clarity add-on into your JIRA Cloud instance
  3. Create the 'clarity-access' group and add Clarity users (e.g. if you have a public JIRA instance this will hide it from those not in clarity-access group)
  4. Wait (up to) 24 hours for the initial import to complete

Dashboard / Understand the health of your Business

  1. Evaluations & New Sales
    1. See monthly evaluations and new sales
    2. Evaluations are a leading indicator for revenue
    3. New sales show the health of funnel conversion (eval → customer)
  2. Monthly Revenue
    1. Cloud and/or Server so you can clearly see revenue split.
    2. This is cash basis today, and we plan to add the equivalent for accrual accounting.
  3. Growth (QoQ)
    1. Remove the monthly spikes and look at quarterly growth.
    2. Which is a greater driver of growth, Cloud or Server?
  4. Target vs Actual Revenue
    1. (not yet available)
    2. Track progress towards a yearly revenue target

Customers / Understand your Customers

  1. Licenses tab shows us all licenses as they come in
  2. We can search for a SEN, TLD, company name or similar
  3. Clarity enriches the organisation data received from Marketplace
    1. we tidy up person and organisation names
    2. we source the number of employees an organisation has
  4. Organisation page - StatRad
    1. we can see all licenses an organisation has
    2. we can see all support requests and feedback a contact at that organisation has raised
    3. we have quick links to LinkedIn for contacts - find out their role, groups, etc (valuable for large contacts)
    4. we see the latest analytics events for the organisation

Products / Understand how Customers use your Products

  1. Product overview page 
    1. current evaluators
    2. current customers
    3. active installs over time (shown on a WoW breakdown)
  2. Product detail page
    1. Evaluations and revenue for the product
    2. top active licenses
    3. top events triggered by evaluators who become paying customers
    4. Cycle time from evaluation to purchase
      1. Server vs Cloud
    5. Cohort analysis - how are we doing at retaining usage over time
  3. Features
    1. Charts are colour coded, and those colours flow through to the product overview page for consistency

Partners / Understand how Partners drive your Business

  1. See top Partners, ordered by $ revenue.
  2. See the % of revenue that Partners account for on a monthly basis.
  3. Contact details for the Partner.

JIRA Service Desk / Support your Customers more effectively

  1. A custom field, SEN, is added to your JIRA Cloud instance to capture the customers add-on SEN
    1. We use the "Add-on SEN" (not the "License SEN") so as to avoid confusion with multiple Cloud products on the one host application
    2. SEN field is auto-populated when a contact raises a support or feedback request via Easy Agile Customer Support (or equivalent JIRA Issue Collector)
  2. Clarity JIRA issue panel
    1. SEN can be manually added by an Agent if it is not present (search for the reporters TLD or company name)
    2. Available on issue page and agile board
    3. See if the Customer is under active maintenance, Commercial or Evaluator.
    4. See if the Customer is using a Cloud or Server instance, and which version of the add-on they have installed.
  3. Emailing evaluators
    1. Quickly look up roles on LinkedIn (e.g. Aaron Pottock, IT Service Manager) to tailor questions