diff --git a/CSMInterviews.md b/CSMInterviews.md new file mode 100644 index 00000000..cd7df7b7 --- /dev/null +++ b/CSMInterviews.md @@ -0,0 +1,68 @@ +# Interview with Erika + +Tough admin, used enablement and creativity to make it work +Created multiple workspaces for the users for that account +Client's issue was didn't want to manage multiple accounts, had no bandwidth +Used teaching to help the customer + +Needier customers were district contracts +Gave her her phone number to client who wanted instant communication +Setup regular checkins with these accounts +More frequent communication for larger clients +Tiered system, small team and each person handled almost 700 accounts +Just taking the time explain + +Being an AM was her most enjoyable, creative time +Tight knit group +Constant communication + +Project Question: +Go to learning library, resources first +See what's available first +Try to connect with client and asking more questions +Align with them, is there a temporary fix +Check in with peers and see if anyone else has faced this issue before +Is there a bridge to solve this temporarily +Being honest and aligning with the customer +Offer to pushback + +Catalyst for CS with client + + +# Interview with Matt + +Works at Proliant +The software "leaves a lot to be desired" +Doesn't have good developers and it goes offline a few hours each day +Service is really good, reps are good +But they are always defending product +Developers always leave after 3 months, high turn over +All payroll companies have a lot of turn over +UI/UX isn't great either + +Strong relationship with director + +If Clients are pissed, how do you respond? +Answers with a smile and never talks bad about the product or developers +Takes on risk with approvals and 2-day turn around time + +Says "I'm going to send you an email by 2pm" + +Has an answer to everything, speaks confidently + + +Account manager @ ADP/Viventium - Dedicated for the contract length +Implementation Specialist - just during implementaiton + +He would try to get someone's attention on skype or zoom to see if someone is online +He would apologize to client and say its after hours +Would see what he could do - review implementation guide (500 pages) +Support Docs +Said his current job is he has to figure it out himself +He can't contact his manager for every small request +Says he is self sufficient +After that would contact Service Support Specialist, or his manager +"It's all about giving the client something to make some space" + +## Questions for me? +One question - what would I say is the biggest challenge? - Punching above our weight class diff --git a/CustomerNotes.md b/CustomerNotes.md index 68821508..4e650702 100644 --- a/CustomerNotes.md +++ b/CustomerNotes.md @@ -1,6 +1,64 @@ +# GENERAL TODO + +- Allyson Meeting: + - [ ] Salesforce contact? + - [ ] Salesforce Workato Workaround + - [ ] Question to Sales for handoff + - [ ] + +Ask Eric to connect the main AGriwebb NP school to SFDC sandbox? + +Blacklane needs an old SFDC version +What are critical for launch? What is not? +Integrations are generally phase 2, but are any necessary from day 1? +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) +What is required for launch? + + +# JJSV + + +** Think Boutique when considering the style ** + + +## Todos + + +- [ ] Channel Cards should say 33% viewed not complete +- [ ] Add timing to activity titles (Melinda) +- [ ] Add timing to channel card (Northpass) +- [ ] Challenging Case Content, split into different courses +- [ ] Dont share SCORM course Phaco Funds with Dr. Sam Garg +- [ ] My Topics - changing to what? +- [ ] All Channels should be All Topics +- [ ] Learning Paths >> Programs +- [ ] All other topics >> Modules +- [ ] Remove Zero_course function/codeblock +- [ ] Add copy and all contents to footer +- [ ] Check on viva code for legal +- [ ] Grey scale certain pictures that are not availble to non-logged in users +- [ ] Add privacy links to reg page +- [ ] For non-logged in, Events and My Topics should not be availble +- [X] Melinda to provide links to privacy policy, cookie, etc +- [ ] Name, Email, Company Practice Name, City, State, Country, Role Section, ADDITIONAL: Specialty, +- [ ] Ask Marek about newsletter communiciations and if we can segment by certain groups or people +- [ ] See if we can expand the number of Properties +- [ ] State, Region, City, are all needed Properties +- [ ] If we need to back off on card content properties (course properties, such as time) +- [ ] + +### Notes +Customer base: residents, fellows, surgeons, optometrists, opthamologists +Chapter Content +Registrations will be a link that Melinda will manager + + + + # Crayon + As of tonight Crayon.co/Academy will no longer have a form Crayon.co/Academy/Activator-Course - Form to course url @@ -406,13 +464,14 @@ Status is they are mapping out and deciding what Northpass involvment should be # Omnisend + ## Tasks - [ ] Wistia Project, what access do they have? - [ ] Share button with /app/course within course viewer bright green 52 front - [ ] EXpert led categories url not working - [ ] -## Notes +o## Notes Can they embed a video from the Wistia Project video into Omnisend's product? @@ -426,7 +485,7 @@ The key is a single video The logic should be if a single video exists skip cover page -### Video on overview page +#o## Video on overview page Course card, will also enroll person in course/activate them Bring in video from Wistia Project @@ -444,3 +503,33 @@ Out of 202 played it out of 220 load Whats new 95% play rate Out of 41 people, 39 played its + +# Recast Software + +## Launch style + +Chris is main POC for content +Tech stack manager for user manager +Alison is Chris' back up + +End of Q3 Launch, maybe a soft launch? +Moving to Vegas, 2 weeks gone in - August 22-Sept 5 +* Content: +5-7 courses, completely thought out with quizzes etc +Each course to a different audience +No certification just yet - worry about it later. +Can we MVP launch by September 1? +Primary objective is solid courses, showing off Recast's top tools +Can QA team test in a shorter time period? Currently, 2 weeks +Advocacy program is key customers, a larger base with more than just the academy +There will also be an internal team - SEs for technical, Marketing for branding etc, + +For design - chris is going to have a design brief with the marketing team for a kick-off +Alison out week of July 11th + +Question: discussed during sales process, badges and points +Back fill badges + + +- [ ] Send ticket for font changes + diff --git a/ErikaInterview.md b/ErikaInterview.md deleted file mode 100644 index 582f856c..00000000 --- a/ErikaInterview.md +++ /dev/null @@ -1,29 +0,0 @@ -# Interview with Erika - -Tough admin, used enablement and creativity to make it work -Created multiple workspaces for the users for that account -Client's issue was didn't want to manage multiple accounts, had no bandwidth -Used teaching to help the customer - -Needier customers were district contracts -Gave her her phone number to client who wanted instant communication -Setup regular checkins with these accounts -More frequent communication for larger clients -Tiered system, small team and each person handled almost 700 accounts -Just taking the time explain - -Being an AM was her most enjoyable, creative time -Tight knit group -Constant communication - -Project Question: -Go to learning library, resources first -See what's available first -Try to connect with client and asking more questions -Align with them, is there a temporary fix -Check in with peers and see if anyone else has faced this issue before -Is there a bridge to solve this temporarily -Being honest and aligning with the customer -Offer to pushback - -Catalyst for CS with client