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customer notes

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Norm Rasmussen
2022-10-03 18:59:40 -04:00
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CustomerNotes/H1/H1.md
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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
*