2022-09-16 15:43:56 -04:00
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# H1
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- Open Access might solve some of their issues
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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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- CSM team uses Catalyst
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- Sales team uses Salesforce
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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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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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* 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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* Divide stakeholder relatinoships -
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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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*
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