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CustomerNotes/H1.md

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+# H1
+
+- Open Access might solve some of their issues
+- Reconsidering their relationship with Okta 
+    - Okta tripled their cost and doubled the per person cost
+    - Okta authenticates their entire application and for internal use
+- This change will be the most pressing for when they decide 
+    - Should be decided on within 6 weeks
+- CSM team uses Catalyst
+- Sales team uses Salesforce 
+
+* Haven't really used Northpass reporting 
+* They contractually provide a training system 
+* They need to figure out how to get the right training to the right people at the right time
+* Smaller clients get 1 in person training, the rest via Northpass
+* QBR show utilization or change - increase enrollments and actually starting the course 
+* They need to track if no one is logging in and how to reach out
+
+Within a month Marceline will have some additional information and it seems like good news for her (a promotion?)
+
+Next meeting: September 2, 2022
+
+Data that's important:
+* Quantitive is important, but not wholly 
+* Monthly avg users - if it decreases by 15%, bumps down to amber
+    * Only way the can talk out of that is Europeans on vacation
+    * Real reasons 
+* Logging in every 30 days 
+* Utilization health, stakeholder health, Monthly Usage 
+* Don't want to be single threaded 
+* "Get well plan" 
+* Are you creating successful relationships with others in the org 
+* CS Analyst that pulls platform analytics per clients
+* Utilization over the last 12 months in multiple graphs 
+* Requirement: first week of the month to download and send it to client and open door for conversation 
+* H1 uses full story, but some metrics are incomplete
+* Ad blockers dont work with full story 
+* Look for trends in data and utilization 
+* Are ppl using a specific search more than others 
+* Favorite trick - ask for time on a team meeting 
+* Aggregate Support Article metrics 
+* Divide stakeholder relatinoships - 
+    * Tech team
+    * Neuro team 
+* Imp owns Tech relationship 
+* CS owns user relationships 
+* AM owns revenue relationship
+* Implementation & Delivery team
+    * Imp manager is client facing 
+    * Delivery is not client facing. Internally project focused 
+* The best CSM doesn't always make the client happy
+* The best CSM keeps the client on track and within boundaries 
+*