# Ghost Note to William Sonoma

## Email for Exec from CSM

Hi Steve,

Below is a note for you to send to check-in with Aubrey Haase at William Sonoma. This outreach is because Aubrey's team has
expressed concerns with the implementation process and Northpass features. Things have been steadily progressing, but
there seems to be a bit of inflexibility on the client's end from how they previously managed an LMS and delivered content.

- Customer Name: William Sonoma
- ARR: $75,000
- Renewal: 08/10/2024
- Contact Title/Name: Aubrey Haase - Senior Manager - Learning and Development, Training, and Knowledge
- Their use case is internal training for new William Sonoma support members.
- Certain items like time tracking, auto-log out/session timeout, and video analytics are key metrics for them, as
  requested by HR requirements.
- They seem to have an ongoing issue with these learners lying about the time they spent in each course and so the team
  needs a way to verify if the learner is lying or not.
- Aubrey's two team members, Pam and Tyler are the two that have complained the most about Northpass.
- Pam claimed she was told Northpass was "drag and drop" in terms of customizing the layout. We have confirmed with Charles that this was never shared with her.
- From our perspective, Pam and Tyler seem to be unwilling to build content out before the design is done. While we've faced
  this before with clients, they tend to let go of their assumptions and trust us. That hasn't occurred here yet, for
  whatever reason.
- Pam and Tyler also use fairly different definitions when it comes to LMS terms like course, module, learning path, learning
  plan, etc. This became so apparent one meeting that Aubrey sent an email to only Patrycja and I after one meeting saying
  that she has been encouraging the WS team to adopt our terms for ease of understanding. Aubrey also cleared up a few
  other terms that had caused confusion.

## Email from Exec to Client

Hi Aubrey,

My name is Steve Cornwell and I am the former CEO of Northpass. Now as Gainsight's new SVP of Strategy for Customer
Education, I'm reaching out to you as Norm and Patrycja let me know that your team hasn't had the smoothest implementation
experience.

I'm keen to learn more about your experience with Northpass so far, to hear your feedback on our products and services, and
ultimately, hear about your vision for your learning program and your plans for the future.

I'd love to meet you to discuss! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or,
please use this link to my calendar and book a time directly.

I'm looking forward to meeting you, Aubrey!

Take care and best,

Steve
