back up from last week since I forgot to push everything.

Customer_Notes/AIIM/Quiz_Discussion_08.15.23.norg

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+* Meeting
+** Attendees:
+   - Georgina Clelland
+   - Norm Rasmussen
+
+Notes:
+   - Biometric testing tells AIIM which are good questions and which are bad.
+   - They need 150 test takers which act as a "proof" of how good the questions are.
+   - This can help with accreditation. This a real certification with backing. Good for 3 years.
+   - It's no longer a "certificate" but a proper certification.
+   - The algorithm _needs_ a unique identifier. Perhaps we can put it in brackets.
+   - Georgina to ask if hiding the brackets need to be hidden.
+   - Question from Georgina: the users don't want to grade the quizzes immediately.
+   - User will know that they aren't getting a grade but that they have completed the course.
+   - The activity name will be: 2023 Beta CIP Exam
+
+TODO: Request to hide the EOQ screen from this quiz. Make sure AIIM removes the milestone.

Customer_Notes/G2/Metrics_Discussion_8.15.23.norg

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+* Discussion about Metrics
+  - Attendees:
+  -- Katlin Hess
+  -- Erin Boyd
+  -- Norm Rasmussen
+
+** Notes:
+   - How does G2 measure ROI with the academy? What is success?
+   - Currently a bit fuzzy - churn and retention is a shared goal
+   - They use V2 MON - GRR, ARR, NRR
+   - Number of Logos & what is their spend on us
+   - Engagement metrics - G2U falls into engagements
+   - Since Katlin joined engagement has gone from 67% to 100%.
+   - Last quarter was 96%.
+   - Sad news was that a TON of customers churned. That's what led to an increase in engagement.
+   - First goal: how to get the 67% to 75%. Then hit 94, 96, 100.
+   - Obvious that only a small group of customers weren't engaging.
+   - Currently implementing a predictive model for why people churn.
+   -- So far uncovered 10 items as to why churn happens (for G2 specifically)
+    - Katlin doesn't have that information yet.
+   - Creating a growth CSM model - each CSM currently has a HUGE book of business.
+   - Onboarding playbook and courses which will be measured on adoption score. How does it compare to other segments.
+   - Adoption score not new overall. "Dotted line metric" for marketing. But only now being applied to G2U.
+   - Only now starting to look at the impact of G2U.
+   - They want to explore the percentage of their customer base involved in G2U per quarter
+   - Q1: 11%, Q2: 14% - at launch it was 25%.
+   - What is the line for G2U? > 0% in a course.
+ TODO: Discuss in Dec/Jan - how to measure success in G2U? What metrics are important.
+   - Does Northpass factor into Customer Health scores at all?
+   - G2 doesn't use a Gainsight-like tool. CSMs use Salesforce, but customer health info is in many different systems.
+   - Katlin asked if I can keep sharing what our other customers are doing for metrics. No one seems to know what they
+     need.

Customer_Notes/Pipedrive/Renewal_Meeting_8.15.22.norg

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+** Meeting regarding Renewal and Feature improvements
+   Attendees:
+   -- James Cambpell
+   -- Ali
+   -- Will Sigsworth
+   -- Mark Geller
+   -- Chloe Fall
+    - Ben Clarke
+    - Norm Rasmussen
+    - Kat Kenny
+
+Notes:
+   - Desire for localized sites are high
+   - James being pressured for more localized content
+   - Spanish course is still highly reviewed and people are excited about it.
+   - (-) Norm to schedule a meeting with both tech teams
+
+   Renewal:
+   - Can we get a signature with an opt-out clause?
+   - Both tech teams will need to discuss the delay issue in Production
+   - Who else needs to be part of the renewal discussion?
+   - If we add an opt-out clause, legal team will need to be involved.
+   - All renewals need go back through the procurement/vendor review process.
+   - Vendor review includes finance and security teams
+   - Kat: Who else needs to be involved? CFO? Who else can put a stop to this?
+   - Gainsight has "buddy" alignments from our CFO to your CFO. Is Hydran involved in vendor review?
+   - James: No. Steve Kitely reports to her and is in charge of vendor review?
+   - Kaisa no longer involved. Does not need to be added back in.
+   - Kat set expectations: I doubt we will get all of these in the next 60 days, but next steps of getting a tech team
+   - Mark and Genet
+
+   Other Complication from James:
+   - A user got a weird url: `https://learn.pipedrive.com/app/courses/f6246955-f620-4afe-b7fa-b9256624d4af#sso-widget`
+   - When a user clicked that, they weren't able to unlock the getting started course.
+   - Screen recording of the behavior: `https://sharing.pipedrive.com/v/sFQfqr`
+   - When a user removes #sso-widget the problem goes away.
+