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Moved around some Ghost Notes and reorged. Updated Humly's templates. Added Walmart notes.

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This commit is contained in:
Norm Rasmussen
2023-10-04 17:45:15 -04:00
parent 363f83ef61
commit a610b52c6e
21 changed files with 311 additions and 380 deletions
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<div class="np-card np-no-horizontal-padding">
<div class="np-card-container">
<div class="np-learning-path">
<img
alt="{{ learning_path.name }}"
class="np-card-image np-learning-path-image"
src="{{ learning_path.image_url }}"
/>
<div class="np-card-text-wrapper">
<div class="np-hidden-desktop np-card-header">
<i class="np-card-header-icon far fa-road"></i>
<div class="np-card-header-type">{% t shared.learning_path.title %}</div>
<div class="np-hidden-desktop np-card-header-items-count">
{{ learning_path.items.count }} {% t .items %}
</div>
</div>
<div class="np-hidden-mobile np-card-header">
<div class="np-card-header-type">{% t shared.learning_path.title %}</div>
<i class="np-card-header-icon far fa-road"></i>
</div>
<div class="np-card-content np-card-padding np-card-content-vertical">
<h3 class="np-card-content-title">
{{ learning_path.name }}
</h3>
<div class="np-card-content-subtitle">
{{ learning_path.instructor_names }}
</div>
<div class="np-hidden-mobile np-card-content-description">
{{ learning_path.description }}
</div>
<div class="np-hidden-mobile np-card-content-progress
np-button-color">
{% t shared.progress, count: learning_path.progress %}
</div>
<div class="np-hidden-mobile np-card-progress-bar-container">
<div
style="width: {{ learning_path.progress }}%"
class="np-button-background-color np-card-progress-bar">
</div>
</div>
<div class="np-card-content-footer">
<div class="np-hidden-desktop np-card-content-progress
np-button-color">
{% t shared.progress, count: learning_path.progress %}
</div>
<a class="np-button" href="{% route learning_path, id: learning_path.id %}">
{% t shared.view %}
</a>
<span class="np-hidden-mobile np-learning-path-items">
<i class="np-button-color np-learning-path-items-icon far fa-graduation-cap"></i>
<span class="np-learning-path-items-count">
{{ learning_path.items.count }} {% t .items %}
</span>
</span>
</div>
</div>
</div>
</div>
</div>
<div class="np-card-stack">
<div class="np-card-stack-level-1"></div>
<div class="np-card-stack-level-2"></div>
</div>
</div>

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{% assign all_courses = "047b6bad-756a-481f-8d1b-7be7425420e7,50718fac-6f3e-4684-aeab-ad5cfebfc295,c5612801-4d64-44af-a575-4cd08d344214,e23fd4a0-ed77-45e7-8ca9-99aefdb7b65f,626466d4-aea1-4a83-a0af-cd675936fd3f,2626061b-4335-4e93-9a65-a71581514411,22f1ac6f-b9c5-4d09-94c9-88c63c9b346d,92578497-a67a-45da-8969-ab9af432b5ea,811a63f2-1ad8-468e-ae73-18765ac03150,605cfca3-c0ce-42a5-913c-7f79389cdd6e" | split: "," %}
{% unless all_courses contains course.id %}
<h3 class="np-card-heading">
{% t .header, key: current_school.course_vocabulary %}
</h3>
{% endunless %}
<div class="np-card-text">
{{ course.full_description }}
</div>

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<h3 class="np-card-heading">
{% t .header %}
</h3>
<div class="np-flex row">
{% for instructor in course.instructors %}
<div class="np-content-instructors-content-item col-xs-12 col-md-6">
<img
src="{{ instructor.avatar_url }}"
class="np-content-instructors-content-image"
alt="{{ instructor.name }}"
/>
<div class="np-content-instructors-content-description">
<div class="np-content-instructors-content-name">
{{ instructor.name }}
</div>
<div class="np-content-instructors-content-info np-text-light">
{{ instructor.title }}
</div>
</div>
</div>
{% endfor %}
</div>
<style>
@media screen and (min-width: 768px) {
.np-content-instructors-content-item {
margin-right: 0;
}
}
</style>

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Custom_Templates/customer_templates/Humly/_courses_catalog.html.liquid Normal file
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{% if courses.in_catalog.any? %}
{% assign person_groups = current_person.groups | map: "name" %}
{% assign language = "English" %}
<div class="np-catalog-courses row row-with-thumbnails">
{% for course in courses.in_catalog %}
{% if person_groups.any? %}
{% if person_groups contains "UK applicants" or person_groups contains "UK teachers" %}
{% assign language = "English" %}
{% elsif person_groups contains "SWE applicants" or person_groups contains "SWE teachers" %}
{% assign language = "Swedish" %}
{% else %}
{% assign language = "English" %}
{% endif %}
{% else %}
{% assign language = "English" %}
{% endif %}
{% if course.properties.language == language %}
<div class="col-xs-12 col-md-6 col-lg-4 np-stretch-content">
{% include "cards_course" with course %}
</div>
{% endif %}
{% endfor %}
</div>
{% else %}
{% capture message %}
{% t shared.zero_state.courses.catalog,
key: current_school.course_vocabulary
%}
{% endcapture %}
{% include "courses_zero_state", message: message %}
{% endif %}

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<div class="np-learning-paths-resources">
{% if items.any? %}
{% for learning_path in items %}
{% include "cards_learning_path" with learning_path %}
{% endfor %}
{% else %}
{% comment %}
<div class="np-learning-paths-resources-container">
<div class="np-zero-state-text">
{% t .empty %}
</div>
<img class="np-zero-state-learning-paths" alt="{% t .empty %}" />
</div>
{% endcomment %}
{% endif %}
</div>

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{%- comment -%} {% if messages.alert.size > 0 %}
{% unless message.alert contains "You need to log in or sign up before continuing." %}
<div class="np-alert np-alert-error">
<div class="np-alert-wrapper">
{% for message in messages.alert %}
<div>{{ message }}</div>
{% endfor %}
</div>
</div>
{% endunless %}
{% endif %} {%- endcomment -%}
{% if messages.notice.size > 0 %}
<div class="np-alert np-alert-success">
<div class="np-alert-wrapper">
{% for message in messages.notice %}
<div>{{ message }}</div>
{% endfor %}
</div>
</div>
{% endif %}

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<nav class="np-sub-navigation">
<div class="np-sub-navigation-content">
{% for link in navigations.sub_navigation %}
{% unless link.url == "/app/dashboard" %}
<div class="np-sub-navigation-content-item {{ link.active_class }}">
<a class="np-sub-navigation-content-item-link" href="{{ link.url }}">
<i class="{{ link.icon }} np-button-color np-sub-navigation-content-item-icon"></i>
{{ link.label }}
</a>
<div class="np-sub-navigation-content-item-bar np-button-background-color"></div>
</div>
{% endunless %}
{% endfor %}
</div>
</nav>

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<script>
window.location.href = "/app"
</script>

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Custom_Templates/customer_templates/Humly/homepage.html.liquid Normal file
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{% include "header" %}
{% include "course_version_outdated_alert", courses: courses.featured %}
<main class="np-main np-homepage">
<div class="np-homepage-hero">
<img class="np-homepage-hero-image"
src="{{ homepage.artwork_url }}"
alt="{{ homepage.headline }}"
/>
<div class="np-homepage-hero-content">
<div class="np-homepage-headline np-header-font-color">
{{ homepage.headline }}
</div>
<div class="np-homepage-subheadline np-header-font-color">
{{ homepage.subheadline }}
</div>
<a class="np-homepage-hero-cta np-button" href="{% route catalog %}">
{% t .discover %}
</a>
</div>
</div>
{% include "sub_navigation" %}
</main>
<main class="np-main np-dashboard np-subpage-container np-max-width">
<div class="np-homepage-featured np-max-width">
<div class="row np-flex-center">
<div class="col-xs-12 col-sm-8">
{% if features.learning_paths? %}
{% if learning_paths.enrolled.any? %}
<div class="np-dashboard-resources-title">
{% t shared.learning_paths %}
</div>
{% include "learning_paths_index", items: learning_paths.enrolled %}
{% endif %}
{% else %}
{% endif %}
<div class="np-dashboard-resources-title">
{% t shared.course_vocabulary.plural, key: current_school.course_vocabulary %}
</div>
{% include "courses_index", class: "col-xs-12 col-sm-6 np-stretch-content" %}
</div>
{% if features.training_events? %}
<div class="np-grid-spacing col-xs-12 col-sm-4">
<div class="np-dashboard-resources-title">
UPCOMING EVENTS
</div>
{% include "training_events_dashboard" %}
</div>
{% endif %}
</div>
</div>
</main>
{% include "footer" %}
<style>
.np-homepage {
margin-bottom: 0;
}
</style>

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CustomerNotes/Walmart/Walmart.md
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@ -699,3 +699,12 @@ TODO: Test if a course can be accessible outside of Northpass without it being a
* Consolidate Travis' emails into a single email and mention that I will be meeting with Gainsight leadership today to go
over these requests and that I should have an answer for the team early next week.
## 10/04/2023
### Design Sync
* Schedule follow up with Aditi, Frank, Kaitlyn, and Peter to discuss the new card designs and image changes.
* Cam replacement question:
* Sara is no longer working on the Spark side
* Frank is drowning in gif work and they need help
* Norm to ask if we can replace him.

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Customer_Notes/Ghost_Notes/anthology_ghostnote.norg
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* INTERNAL STAKEHOLDER NOTE
** Instructions:
- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
@code markdown
Hi Easton,
Below is a note for you to send to check in with Nicole Melander at Anthology. This outreach is because we've had limited engagement with this exec
- Customer Name: Anthology
- ARR: $95,000
- Renewal: 1/1/24
- Contact Title/Name: Nicole Melander - VP, Education and Adoption Services
- Anthology is a subsidiary of Blackboard, Inc - they were acquired in October of 2021.
- Anthology recently soft-launched their academy to a subset of customers based on what products they have purchased.
- Reception to this launch was largely very positive, with our point of contact (KC) sending me and our implementation manager a very positive note about the soft launch.
- The largest risk with a company like this is the nuance they require with specific enterprise features such as search functionality, course distribution based on many variables, and course creation/interactivity of course materials.
- What they are the most satisfied with is the level of service, creativity, and customization that Northpass provides.
- Next priority item for the team will be to begin looking at analytics and ensure usage and completions are on par with expectations (>60% Average Course Completion).
@end
* EXTERNAL EMAIL TO SEND FROM EXEC
** Instructions:
- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
email and send it to the contact you've provided.
@code markdown
To: nmelander@anthology.com
Subject: Gainsight | Anthology: Exec Check-in
Hey Nicole,
Thanks for being an awesome Northpass customer - we love serving Anthology and being part of your customer education journey.
Norm is having a blast working with you and is excited about the evolution of your learning program.
As the Vice President of Customer Success at Gainsight, I'm keen to hear your feedback on our product and services and would love to know more about your vision for your learning program as you plan for the future.
That said, I'd love to meet you! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or, use this link to my calendar to book a time directly.
I am looking forward to it!
Take care and best,
Easton
@end

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Customer_Notes/Ghost_Notes/doordash_ghostnote.norg
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* INTERNAL STAKEHOLDER NOTE
** Instructions:
- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
@code markdown
Hi Easton,
Below is a note for you to send to check in with a Trevor Reader, Head of Dasher Growth at Doordash. This outreach is because we've had limited engagement with this exec.
- Customer Name: DoorDash
- ARR: $324,000
- Renewal: 1/1/24
- Contact Title/Name: Trevor Reader, Head of Dasher Growth
- Due to selling this deal, Travis Nardin has handled the CS portion of DoorDash for the majority of their lifecycle. I began assisting Travis in January of 2023 and have fully taken over the account in July of 2023.
- This account's usage of CE is limited to New Zealand with hopes of expanding into other markets as they see success.
- Biggest risk for accounts of this size is them building their learning interface on their own.
- Renewal is on Jan 1, but it is not an annual contract. Previous renewal was on 7/1, and they have a 6 month contract agreement.
- They are least happy with the lack of flexibility for making interactive content.
- They are most happy with the level of service that Travis Nardin and I have provided them as well as the clarity of technical documents for their devs to integrate us into their app.
@end
* EXTERNAL EMAIL TO SEND FROM EXEC
** Instructions:
- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
email and send it to the contact you've provided.
@code markdown
To: trevor.reader@doordash.com
Subject: Gainsight | DoorDash: Exec Check-in
Hey Trevor,
Hope you’re doing well! My name is Easton Taylor, SVP of Customer Success here at Gainsight. As you may have heard, we recently acquired Northpass. I'm keen to hear your feedback on our CE product and service and understand your vision for your learning program.
I've CC'd my EA, Kate Richman to work with you on getting a time set up soon!
I look forward to meeting with you!
Easton
@end

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Customer_Notes/Ghost_Notes/larson-bigideas_ghostnote.norg
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* INTERNAL STAKEHOLDER NOTE
** Instructions:
- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
@code markdown
Hi Steve,
Below is a note for you to send to check in with Jason Shilt at Big Ideas Learning. This outreach is because Jason is spearheading a project to expand Northpass' usage across other areas of Big Ideas including CS, and selling Professional Development Courses.
- Customer Name: Big Ideas Learning (owned by Larson Texts)
- ARR: $30,000
- Renewal: 1/1/24
- Contact Title/Name: Jason Shilt, Sr. Vice President Sales, Marketing, and Customer Experience
- I met Jason in the spring as he presented to me (along with my main Point of Contact) this idea to better leverage Northpass across other areas of the Big Ideas business.
- Their clients are school districts but the actual users are teachers. They do not have a lot of direct contact with teachers, but this group can deeply influence an admins experience and renewal.
- Contracts are 4-5 years but what often happens is that there is no interaction or valuable touches between Big Ideas and the district in years 2-4. So when the renewal comes up clients churn because they feel like they aren't getting any value.
- Their CS team is new and they would be leveraging Northpass to send materials and information to clients are value-add touches during that "quiet period".
- Northpass is leveraged in multiple ways by the team. They want to continue to use those different ways and try to implement some new
@end
* EXTERNAL EMAIL TO SEND FROM EXEC
** Instructions:
- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
email and send it to the contact you've provided.
@code markdown
To: jshilt@larsontexts.com
Subject: Gainsight | Big Ideas: Exec Check-in
Hey Jason,
Thanks for being an awesome Northpass customer - we love serving Big Ideas Learning and being part of your customer education journey.
Norm is having a blast working with your team and is excited about the evolution of your learning program.
As the former founder and CEO of Northpass, and now Gainsight's new SVP of Strategy for Customer Education, I'm keen to hear your feedback on our product and services and would love to know more about your vision for your learning program as you plan for the future.
That said, I'd love to meet you! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or, use this link to my calendar to book a time directly.
I am looking forward to it!
Take care and best,
Steve
@end

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Customer_Notes/Ghost_Notes/spscommerce_ghostnote.norg
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* INTERNAL STAKEHOLDER NOTE
** Instructions:
- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
@code markdown
Hi Steve,
Below is a note for you to send to check in with Matt Shroyer at SPS Commerce. This outreach is because Matt has expressed concerns with the acquisition mostly around his rocky journey with Gainsight's CS platform.
- Customer Name: SPS Commerce
- ARR: $51,000
- Renewal: 1/1/24
- Contact Title/Name: Matthew Shroyer - Manager II, Customer Experience Design
- This account is really happy with Northpass, but less excited about CS. The strategy is to "move money around" so that the overall ARR of SPS doesn't go down, but might get allocated to Northpass/CE.
- In particular, Matt has said that he is very satisfied with you, Steve, and the culture and organization you've built.
- The next priority for Matt & team is to redesign the academy so it looks better for their end users. There is the potential to bring in their dev team to embed us into their app.
- They have confirmed they will renew with Northpass, but we need to uncover if there is budget for the redesign - we will want to package this as an expansion and upsell.
- The biggest risk with SPS is the course builder. It is not interactive and dynamic enough and a lot of their questions/grievances come with asking for workarounds with the course builder.
@end
* EXTERNAL EMAIL TO SEND FROM EXEC
** Instructions:
- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
email and send it to the contact you've provided.
@code markdown
To: mlshroyer@spscommerce.com
Subject: Gainsight | SPS Commerce: Exec Check-in
Hey Matthew,
Thanks for being an awesome Northpass customer - we love serving SPS Commerce and being part of your customer education journey.
Norm is having a blast working with you and is excited about the evolution of your learning program.
As the former founder and CEO of Northpass, and now Gainsight's new SVP of Strategy for Customer Education, I'm keen to hear your feedback on our product and services and would love to know more about your vision for your learning program as you plan for the future.
That said, I'd love to meet you! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or, use this link to my calendar to book a time directly.
I am looking forward to it!
Take care and best,
Steve
@end

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Customer_Notes/Ghost_Notes/template_ghostnote.norg
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@ -1,45 +0,0 @@
* INTERNAL STAKEHOLDER NOTE
** Instructions:
- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
@code markdown
Hi {{exec}},
Below is a note for you to send to check in with an exec at Account Name. This outreach is because we've had limited engagement with this exec.
- Customer Name: ABC Company
- ARR: $32,000
- Renewal: 11/3/23
- Contact Title/Name: Jessica Rabbit - Chief Learning Officer
- This account recently launched their academy and is really excited about all that they can do with CE. They've even requested another instance.
- They've shared some frustrations that we don't have silent publishing
- Their renewal is coming up on November 3rd and we want to establish ATL Exec Sponsorship
- They were just acquired by Company XYZ and we want to ensure there's no risk to the renewal
- Jessica was just promoted to Chief Learning Officer in June
@end
* EXTERNAL EMAIL TO SEND FROM EXEC
** Instructions:
- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
email and send it to the contact you've provided.
@code markdown
To: [CONTACT EMAIL] <-- Fill this in for the Exec
Subject: Gainsight | {AccountName}: Exec Check-in <-- Fill this in for the Exec
Hey [CONTACT FIRST NAME], <-- Fill this in for the Exec
Thanks for being an awesome Northpass customer - we love serving [Company Name] and being part of your customer education journey.
[CSM Name] is having a blast working with you and is excited about the evolution of your learning program.
As the former founder and CEO of Northpass, and now Gainsight's new SVP of Strategy for Customer Education, I'm keen to hear your feedback on our product and services and would love to know more about your vision for your learning program as you plan for the future.
That said, I'd love to meet you! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or, use this link to my calendar to book a time directly.
I am looking forward to it!
Take care and best,
{{ exec }}
@end

42
Customer_Notes/Ghost_Notes/walmart-spark_ghostnote.norg
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@ -1,42 +0,0 @@
* INTERNAL STAKEHOLDER NOTE
** Instructions:
- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
@code markdown
Hi Easton,
Below is a note for you to send to check in with a Moe Kahn, Senior Director, Strategy & Operations - Driver
Experience at Walmart - Spark. This outreach is because we've had limited engagement with this exec.
- Customer Name: Walmart - Spark
- ARR: $820,000
- Renewal: 1/1/25
- Contact Title/Name: Moe Kahn, Senior Director, Strategy & Operations - Driver Experience
- Walmart - Spark has signed a two-year contract that renews on 1/1/25.
@end
* EXTERNAL EMAIL TO SEND FROM EXEC
** Instructions:
- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
email and send it to the contact you've provided.
@code markdown
To: moe.kahn@walmart.com
Subject: Gainsight | Walmart Spark: Exec Check-in
Hey Trevor,
Thanks for being an awesome Northpass customer - we love serving DoorDash and being part of your Dasher education journey.
Norm is having a blast working with you and is excited about the evolution of your learning program.
As the Vice President of Customer Success at Gainsight, I'm keen to hear your feedback on our product and services and would love to know more about your vision for your learning program as you plan for the future.
That said, I'd love to meet you! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or, use this link to my calendar to book a time directly.
I am looking forward to it!
Take care and best,
Easton
@end

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Customer_Notes/Ghost_Notes/zenjob_ghostnote.norg
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* INTERNAL STAKEHOLDER NOTE
** Instructions:
- THIS FIRST PART IS JUST YOUR NOTE TO OUR INTERNAL STAKEHOLDER (but you'll send both the internal and external part in the whole email) i.e. Steve, Easton, myself) This is your opportunity to fill them in about any details that can make their conversation be successful.
@code markdown
Hi Kat,
Below is a note for you to send to check in with a Viky Macho, Operational Team Lead and Project lead at Zenjob. This outreach is because we've had limited engagement with this exec and she only inserts herself into meetings with legal or big-picture operational questions.
- Customer Name: Zenjob
- ARR: $75,000
- Renewal: 10/31/23
- Contact Title/Name: Viky Macho, Operational Team Lead
- Their procurement vendor, Sastrify, has already reached out to me to discuss their renewal, which is a good sign.
- Zenjob asks for A LOT of customizations and often changes things previously decided on despite my advice that it may not be wise. It is communicated to me that they need the changes.
- This is a gig economy use case and they call their end users "talents".
- Overall, they are very satisfied with everything we've done for them.
- Their next priority is to stop using Typeform for legal documents and use Northpass instead, but are concern with some security items.
@end
* EXTERNAL EMAIL TO SEND FROM EXEC
** Instructions:
- The CSM will fill out everything for the exec. All the exec should have to do is copy and paste the body into their
email and send it to the contact you've provided.
@code markdown
To: viktoria.macho@zenjob.com
Subject: Gainsight | Zenjob: Exec Check-in
Hey Viky,
Hope you’re doing well! My name is Kat Kenny and I lead our CS teams for both Gainsight PX as well as our newly acquired company, Northpass. As I take on this exciting new venture leading the Northpass CS team, I am looking to meet with key stakeholders to capture any feedback and align on your vision in working with our company.
I have added in some upcoming availability below - let me know what works best.
<< INSERT CALENDLY SLOTS >>
I look forward to meeting with you!
Kat
@end

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Customer_Notes/index.md
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# Customers
## Anthology
- [Anthology/08.25.23.md](#anthology082523md)
## Skuid
- [Skuid/Data%20Discussion%20-%2008.10.2023.md](#skuiddata20discussion20-2008102023md)
- [Skuid/Data2%20-%2008.11.2023.md](#skuiddata220-2008112023md)
- [Skuid/08.24.23.md](#skuid082423md)
## Swift Medical
- [SwiftMedical/08.25.23.md](#swiftmedical082523md)
## Pipedrive
- [Pipedrive/Slack%20Message%20to%20team%208.10.23.md](#pipedriveslack20message20to20team2081023md)
- [Pipedrive/08.24.23-Internal_Sync.md](#pipedrive082423-internalsyncmd)
## Wild Health
- [Wild_Health/Friday%20Sync%20-%2008.11.23.md](#wildhealthfriday20sync20-20081123md)
- [Wild_Health/08.22.23.md](#wildhealth082223md)
## G2
- [G2/08.21.23.md](#g2082123md)
- [G2/08.22.23.md](#g2082223md)
## William Sonoma
- [William_Sonoma/08.22.23_Implementation.md](#williamsonoma082223implementationmd)
## Big Ideas
- [BigIdeas/Quiz_feedback.md](#bigideasquizfeedbackmd)
- [BigIdeas/08.24.23_Technical_Discussion.md](#bigideas082423technicaldiscussionmd)
## Zenjob
- [Zenjob/08.23.23.md](#zenjob082323md)
## Walmart Spark
- [Walmart_Spark/08.23.23.md](#walmartspark082323md)

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.toc Customer List
* Customers
** Anthology:
- {:Anthology/08.25.23:}
** Skuid:
- {:Skuid/Data Discussion - 08.10.2023:}
- {:Skuid/Data2 - 08.11.2023:}
- {:Skuid/08.24.23:}
** Swift Medical:
- {:SwiftMedical/08.25.23:}
** Pipedrive:
- {:Pipedrive/Slack Message to team 8.10.23:}
- {:Pipedrive/08.24.23-Internal_Sync:}
** Wild Health:
- {:Wild_Health/Friday Sync - 08.11.23:}
- {:Wild_Health/08.22.23:}
** G2
- {:G2/08.21.23:}
- {:G2/08.22.23:}
** William Sonoma
- {:William_Sonoma/08.22.23_Implementation:}
** Big Ideas
- {:BigIdeas/Quiz_feedback:}
- {:BigIdeas/08.24.23_Technical_Discussion:}
** Zenjob
- {:Zenjob/08.23.23:}
** Walmart Spark
-- {:Walmart_Spark/08.23.23:}

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# Ghost Note to William Sonoma
## Email for Exec from CSM
Hi Steve,
Below is a note for you to send to check-in with Aubrey Haase at William Sonoma. This outreach is because Aubrey's team has
expressed concerns with the implementation process and Northpass features. Things have been steadily progressing, but
there seems to be a bit of inflexibility on the client's end from how they previously managed an LMS and delivered content.
- Customer Name: William Sonoma
- ARR: $75,000
- Renewal: 08/10/2024
- Contact Title/Name: Aubrey Haase - Senior Manager - Learning and Development, Training, and Knowledge
- Their use case is internal training for new William Sonoma support members.
- Certain items like time tracking, auto-log out/session timeout, and video analytics are key metrics for them, as
requested by HR requirements.
- They seem to have an ongoing issue with these learners lying about the time they spent in each course and so the team
needs a way to verify if the learner is lying or not.
- Aubrey's two team members, Pam and Tyler are the two that have complained the most about Northpass.
- Pam claimed she was told Northpass was "drag and drop" in terms of customizing the layout. We have confirmed with Charles that this was never shared with her.
- From our perspective, Pam and Tyler seem to be unwilling to build content out before the design is done. While we've faced
this before with clients, they tend to let go of their assumptions and trust us. That hasn't occurred here yet, for
whatever reason.
- Pam and Tyler also use fairly different definitions when it comes to LMS terms like course, module, learning path, learning
plan, etc. This became so apparent one meeting that Aubrey sent an email to only Patrycja and I after one meeting saying
that she has been encouraging the WS team to adopt our terms for ease of understanding. Aubrey also cleared up a few
other terms that had caused confusion.
## Email from Exec to Client
Hi Aubrey,
My name is Steve Cornwell and I am the former CEO of Northpass. Now as Gainsight's new SVP of Strategy for Customer
Education, I'm reaching out to you as Norm and Patrycja let me know that your team hasn't had the smoothest implementation
experience.
I'm keen to learn more about your experience with Northpass so far, to hear your feedback on our products and services, and
ultimately, hear about your vision for your learning program and your plans for the future.
I'd love to meet you to discuss! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or,
please use this link to my calendar and book a time directly.
I'm looking forward to meeting you, Aubrey!
Take care and best,
Steve

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