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Norm Rasmussen
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CSMInterviews.md
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# Interview with Erika
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Tough admin, used enablement and creativity to make it work
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Created multiple workspaces for the users for that account
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Client's issue was didn't want to manage multiple accounts, had no bandwidth
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Used teaching to help the customer
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Needier customers were district contracts
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Gave her her phone number to client who wanted instant communication
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Setup regular checkins with these accounts
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More frequent communication for larger clients
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Tiered system, small team and each person handled almost 700 accounts
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Just taking the time explain
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Being an AM was her most enjoyable, creative time
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Tight knit group
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Constant communication
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Project Question:
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Go to learning library, resources first
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See what's available first
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Try to connect with client and asking more questions
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Align with them, is there a temporary fix
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Check in with peers and see if anyone else has faced this issue before
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Is there a bridge to solve this temporarily
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Being honest and aligning with the customer
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Offer to pushback
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Catalyst for CS with client
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# Interview with Matt
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Works at Proliant
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The software "leaves a lot to be desired"
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Doesn't have good developers and it goes offline a few hours each day
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Service is really good, reps are good
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But they are always defending product
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Developers always leave after 3 months, high turn over
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All payroll companies have a lot of turn over
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UI/UX isn't great either
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Strong relationship with director
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If Clients are pissed, how do you respond?
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Answers with a smile and never talks bad about the product or developers
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Takes on risk with approvals and 2-day turn around time
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Says "I'm going to send you an email by 2pm"
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Has an answer to everything, speaks confidently
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Account manager @ ADP/Viventium - Dedicated for the contract length
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Implementation Specialist - just during implementaiton
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He would try to get someone's attention on skype or zoom to see if someone is online
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He would apologize to client and say its after hours
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Would see what he could do - review implementation guide (500 pages)
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Support Docs
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Said his current job is he has to figure it out himself
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He can't contact his manager for every small request
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Says he is self sufficient
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After that would contact Service Support Specialist, or his manager
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"It's all about giving the client something to make some space"
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## Questions for me?
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One question - what would I say is the biggest challenge? - Punching above our weight class
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@ -1,6 +1,64 @@
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# GENERAL TODO
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- Allyson Meeting:
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- [ ] Salesforce contact?
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- [ ] Salesforce Workato Workaround
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- [ ] Question to Sales for handoff
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- [ ]
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Ask Eric to connect the main AGriwebb NP school to SFDC sandbox?
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Blacklane needs an old SFDC version
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What are critical for launch? What is not?
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Integrations are generally phase 2, but are any necessary from day 1?
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What is a deal breaker if we don't deliver? (if you can't support SSO, I won't sign, vs start with os and then move to SSO)
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What is required for launch?
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# JJSV
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** Think Boutique when considering the style **
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## Todos
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- [ ] Channel Cards should say 33% viewed not complete
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- [ ] Add timing to activity titles (Melinda)
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- [ ] Add timing to channel card (Northpass)
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- [ ] Challenging Case Content, split into different courses
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- [ ] Dont share SCORM course Phaco Funds with Dr. Sam Garg
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- [ ] My Topics - changing to what?
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- [ ] All Channels should be All Topics
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- [ ] Learning Paths >> Programs
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- [ ] All other topics >> Modules
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- [ ] Remove Zero_course function/codeblock
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- [ ] Add copy and all contents to footer
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- [ ] Check on viva code for legal
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- [ ] Grey scale certain pictures that are not availble to non-logged in users
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- [ ] Add privacy links to reg page
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- [ ] For non-logged in, Events and My Topics should not be availble
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- [X] Melinda to provide links to privacy policy, cookie, etc
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- [ ] Name, Email, Company Practice Name, City, State, Country, Role Section, ADDITIONAL: Specialty,
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- [ ] Ask Marek about newsletter communiciations and if we can segment by certain groups or people
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- [ ] See if we can expand the number of Properties
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- [ ] State, Region, City, are all needed Properties
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- [ ] If we need to back off on card content properties (course properties, such as time)
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- [ ]
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### Notes
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Customer base: residents, fellows, surgeons, optometrists, opthamologists
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Chapter Content
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Registrations will be a link that Melinda will manager
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# Crayon
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As of tonight
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Crayon.co/Academy will no longer have a form
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Crayon.co/Academy/Activator-Course - Form to course url
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@ -406,13 +464,14 @@ Status is they are mapping out and deciding what Northpass involvment should be
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# Omnisend
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## Tasks
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- [ ] Wistia Project, what access do they have?
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- [ ] Share button with /app/course within course viewer bright green 52 front
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- [ ] EXpert led categories url not working
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- [ ]
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## Notes
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o## Notes
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Can they embed a video from the Wistia Project video into Omnisend's product?
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@ -426,7 +485,7 @@ The key is a single video
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The logic should be if a single video exists skip cover page
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### Video on overview page
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#o## Video on overview page
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Course card, will also enroll person in course/activate them
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Bring in video from Wistia Project
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@ -444,3 +503,33 @@ Out of 202 played it out of 220 load
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Whats new 95% play rate
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Out of 41 people, 39 played its
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# Recast Software
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## Launch style
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Chris is main POC for content
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Tech stack manager for user manager
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Alison is Chris' back up
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End of Q3 Launch, maybe a soft launch?
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Moving to Vegas, 2 weeks gone in - August 22-Sept 5
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* Content:
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5-7 courses, completely thought out with quizzes etc
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Each course to a different audience
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No certification just yet - worry about it later.
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Can we MVP launch by September 1?
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Primary objective is solid courses, showing off Recast's top tools
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Can QA team test in a shorter time period? Currently, 2 weeks
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Advocacy program is key customers, a larger base with more than just the academy
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There will also be an internal team - SEs for technical, Marketing for branding etc,
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For design - chris is going to have a design brief with the marketing team for a kick-off
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Alison out week of July 11th
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Question: discussed during sales process, badges and points
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Back fill badges
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- [ ] Send ticket for font changes
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@ -1,29 +0,0 @@
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# Interview with Erika
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Tough admin, used enablement and creativity to make it work
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Created multiple workspaces for the users for that account
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Client's issue was didn't want to manage multiple accounts, had no bandwidth
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Used teaching to help the customer
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Needier customers were district contracts
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Gave her her phone number to client who wanted instant communication
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Setup regular checkins with these accounts
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More frequent communication for larger clients
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Tiered system, small team and each person handled almost 700 accounts
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Just taking the time explain
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Being an AM was her most enjoyable, creative time
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Tight knit group
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Constant communication
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Project Question:
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Go to learning library, resources first
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See what's available first
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Try to connect with client and asking more questions
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Align with them, is there a temporary fix
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Check in with peers and see if anyone else has faced this issue before
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Is there a bridge to solve this temporarily
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Being honest and aligning with the customer
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Offer to pushback
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Catalyst for CS with client
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