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

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.