2022-09-16 15:43:56 -04:00
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# H1
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2023-07-26 17:42:52 -04:00
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## 08/01/2022
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### General Check in & ongoing issues
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2022-09-16 15:43:56 -04:00
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- Open Access might solve some of their issues
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2023-01-06 16:38:00 -05:00
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- Reconsidering their relationship with Okta
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- Okta tripled their cost and doubled the per person cost
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- Okta authenticates their entire application and for internal use
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- This change will be the most pressing for when they decide
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- Should be decided on within 6 weeks
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2022-09-16 15:43:56 -04:00
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- CSM team uses Catalyst
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2023-01-06 16:38:00 -05:00
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- Sales team uses Salesforce
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2022-09-16 15:43:56 -04:00
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2023-01-06 16:38:00 -05:00
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- Haven't really used Northpass reporting
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- They contractually provide a training system
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- They need to figure out how to get the right training to the right people at the right time
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- Smaller clients get 1 in person training, the rest via Northpass
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- QBR show utilization or change - increase enrollments and actually starting the course
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- They need to track if no one is logging in and how to reach out
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2022-09-16 15:43:56 -04:00
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Within a month Marceline will have some additional information and it seems like good news for her (a promotion?)
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Next meeting: September 2, 2022
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2022-10-03 18:59:40 -04:00
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Data that's important:
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2023-01-06 16:38:00 -05:00
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- Quantitive is important, but not wholly
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- Monthly avg users - if it decreases by 15%, bumps down to amber
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- Only way the can talk out of that is Europeans on vacation
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- Real reasons
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- Logging in every 30 days
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- Utilization health, stakeholder health, Monthly Usage
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- Don't want to be single threaded
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- "Get well plan"
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- Are you creating successful relationships with others in the org
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- CS Analyst that pulls platform analytics per clients
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- Utilization over the last 12 months in multiple graphs
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- Requirement: first week of the month to download and send it to client and open door for conversation
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- H1 uses full story, but some metrics are incomplete
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- Ad blockers dont work with full story
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- Look for trends in data and utilization
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- Are ppl using a specific search more than others
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- Favorite trick - ask for time on a team meeting
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- Aggregate Support Article metrics
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2023-07-26 17:42:52 -04:00
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- Divide stakeholder relationships -
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2023-01-06 16:38:00 -05:00
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- Tech team
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- Neuro team
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- Imp owns Tech relationship
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- CS owns user relationships
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- AM owns revenue relationship
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- Implementation & Delivery team
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- Imp manager is client facing
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- Delivery is not client facing. Internally project focused
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- The best CSM doesn't always make the client happy
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- The best CSM keeps the client on track and within boundaries
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## 01/06/2023
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### Off-boarding Info
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A lot of hand off
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Metrics weren't great - happy about the new analytics/beta, but it wasn't communicated well.
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Ashlee's main POC was Paula.
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Analytics Feedback:
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I just want to know emails and who has finished the course. It wasn't a single button.
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The naming conventions weren't clear.
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Unclear what filters did what.
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Really liked Kaitlyn
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Analytics weren't intuitive for someone net new coming to Northpass.
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The main thing is northpass fell into the "nice-to-have".
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Metrics Records for H1:
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- Raw Data Dump
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- Support Team Training & Download
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