# Notes

## 9/22/2022

* Feedback is content is boring and too wordy

### CS Strategy

* Try to collate product data
* Pendo was helpful for click data
* Churnzero has click data, Pendo does it better
* Invest early in CS software - HR uses Churnzero
* Churnzero has a ton of integrations for a holisitic view
  * Which are struggling to adopt
  * Which are doing well
  * NPS feeds into Churnzero
  * Direct from Product Data
  * Zendesk, Salesforce, etc
  * 10% of their score is escalated technical ticket
  * Number of logins in the last week
  * Which products are purchased
* Scale by segment, or ARR as we grow
* When Alaina got there, they had "self-serve" customers that weren't touched
* Churnzero also helped with all of that
* Think about how to have personalized interaction as you scale
* We need to look at our unhealthy customers and _why_ we think they are unhealthy
* We don't need a CS platform
* Looker allowed red or green to show health score
*

## 11/15/2022

### Jeremiah's Concerns with Internal Academy

They haven't debuted the academy as a point of leverage for their customers
Jeremiah has had to shut down conversations with customers because of this reporting.
He can't even report on his own employees

Separate, but similar thread:
Managing attendance button - he didn't know it was added back in
Manually managing attendance is a huge bummer. It takes a lot of time.

A few other items:
He wants to bring his CSMs through the LP in HR Academy - 1 for feedback, 2 to know what's there to share with customers.
He's gotten a lot of feedback and the feedback is quite wide and across the spectrum. However, there are a few trends that are standing out:

1. The search must be run before any results are returned. He wants auto-suggest/results in the search bar. Look at [Hacker Rank's Support Page](https://support.hackerrank.com) for an example. That is Zendesk' search. The ability to filter results will also be really helpful. Logic/Regex based searching - not string literals.
2. The bigger item is rendering the "best" results to the top. If the correct results are showing up at the top, they won't need to filter or use other functions to find their results.
3. This next item he doesn't necessarily agree with or think its the best choice, _but_ it has been brought up a bunch. In an activity you have pre-content info, the content, and post-content info. A lot of their info is why they should care and how to get buy-in from the learner, with a follow up for questions.

* They want the continue button to be available during full screen.
* Instead of the additional info being above and below, but to the right/off to the side.
* By having information on the side, there is no "hidden" information below the video.

## 06/08/2023

### Meeting with ChurnZero around Custom Integration error

Custom Integration Notes:

* Import every hour
* Look for delta - contacts that have been modified or created in last 1.5 hours.

From Allyson:

* What happens if we have a net new contact without an external ID?
  * In this case, that field is null - meaning it wouldn't process the data.

When ChurnZero gets data without any ID it spits out a specific nomenclature on these random accounts.
Something like "account_name.id"

Other integrations:

* SFDC integration is on - which is the source of the AEXID. SFDC _could_ possibly be updating the ID.
* Zendesk
* Pendo

Alaina:

* The id could be "wrong" - that means they aren't a full customer.
* SFDC Id could be coming from the HR db.
* Accounts wouldn't typically have an ID until they become a customer. Which means they wouldn't be in any other system.

## 2/1/2024

### Product Academy Discussion

Looking for an all-in-one AI feature set. Currently using Camtasia and use the AI voice over.
Also using scriptify to create the AI audio. Then they stitch it into Camtasia and create the course in Northpass.

Looking for best practices for using Northpass.

I told them to audit their courses and ensure they are aligned with the audience that should be using this content. In
addition, to leverage heap and ChurnZero to create trigger-based learning. So if a metric for the team is to see an increase
in product feature adoption, they should share course links to learners whose page views on that feature is below a certain
threshold.

They also asked what differentiates Northpass from it's competitors. Why are we better, why do people choose us?

I told them customizable nature and connectivity are the reasons prospects choose us, citing the custom ChurnZero integration
that we created exclusively for them.

## 2/23/2024

* Sruthi never received my name when she was handed the account. Didn't know about me at all from Alaina.
* Was upset that I never reached out when she took over; I likewise shared that after multiple outreach to Alaina, she never
  replied until Kat reached out and it was only then that we learned about Sruthi.
* They are looking at both LMS and CMS, but based on their needs, they really just need a CMS.
* Biggest pain point right now is publishing. They want to just publish a new video and have it be seen by everyone.
* Concepts like enrollments, assigning courses, versioning, publishing, are "bells and whistles" to her and they don't need
it.
* Sruthi said she was "really disappointed" when she first saw the academy. Said the login page was ugly and uninspiring.
* Was not sure why the CSM didn't recommend any changes.
* I explained a bit about the implementation process and offered Jeremiah design changes multiple times; they said they
weren't needed.
* Doesn't *really* care about authentication. Just wants people to see their new content.
* Brought up that she's not sure why she isn't just hosting these videos on their marketing website and platform.
* Sruthi went from sales to CS to Product and "knows the deal" and is astounded at how much they are paying for what they
get.
* Also admitted that "all LMS are the same". Shared that she's "not understanding why the team went with Northpass in the
first place."
* Need to confirm: does the ChurnZero integration not matter? Do analytics matter? My sense is no.
* Why I think we're already a bit in the hole is that they had brought up some platform frustrations that I quickly solved
for and their follow up was "not exactly" or "well to add to the confusion"; it felt more like they were trying to back me
into a corner and were not open to my explanations.
* Steps for remediation:
  * Publish and Force Retakes for all courses in their Learning Path (Norm to complete)
  * PS involvement to show and stand up new designs for their use case
  * Authentication changes for a fully open-access academy
  * Revert to old publishing until new publishing gets stood up.
