Notes for Anthology and Swift Medical. Added Ghost Notes and templates dir with some files inside.

Customer_Notes/Anthology/08.25.23.norg

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+* Post Launch Meeting
+** Attendees:
+   - KC Williams
+   - Norm Rasmussen
+** Notes:
+   - Ideal regular meeting - every week until we are "more finished" and polished.
+   - Fridays at 9:30 am EST
+   - Is very happy that there's no confirmation email for pre-reg sign ups
+   - Two common cases for learners with no course:
+   -- Users signing up with their Gmail email
+   -- A random person who isn't part of Anthology, finds their academy, might be interested to learn more, works in
+      higher ed, and then signs up. <-- This is much smaller of a use case.
+   --- This could also be for international clients, students, non-english speakers, or just random person in higher ed.
+   -- If someone else types their email in incorrectly, that's a possible use case.
+      TODO: Add warning for any personal email addresses entered into field. And make button unclickable.
+   - At some point in the future (next FY-July-June) they will have some things published in the catalog.
+   -- They are months out from that. Courses aren't developed yet.
+   - For the edu users that aren't on the list should:
+   -- Sign up as normal and make it past the first screen
+   -- Ideally they will not see the Tell us More Screen.
+   -- However, it's okay if they fill that out and then land on the /app page with the warning.
+   -- They should NOT see an empty catalog.
+
+** Search and Filter Needs:
+   - This is priority one. Internally people are asking and external people are complaining.
+   - They _need_ search and filtering capability. Right now, it's not really working as they need.
+   - UX has asked KC to ask us for strategic advice. They need to look at it not just from how the screens look, but how
+     they work too.
+   - The original filter screen was removed from the main page cause it was causing confusion.
+   - The experience should be that if you filter and then search you will search only WITHIN that filter.
+   - Can we not use Ocean Academy to search and then filter?
+     TODO: Can we do a "page search" bar that doesn't use Northpass searching? Some library?
+
+** Roles and Content Grouping:
+   - They are still thinking through something like an Ocean Academy example of grouping content
+   - The roles for using engage will be different than the roles for reach
+   - Sysadmin for Engage could be different than Sysadmin for Reach. It may not even be sysadmin - it would be "general
+     technology".
+   - Student is the "par excellence" where anything goes and all content is mixed.
+   - Engage on the other hand has everything planned. They would have 14-15 permutations of different tagging of content.
+   - Maybe we lead with a well-organized product.
+
+** Other:
+   - Amhit will be doing some people and content mapping. There's a QA doc for him to review. He will be doing clean up.
+   - Abishek is on his team but unsure of responsibilities.
+

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

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

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

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

Customer_Notes/Ghost_Notes/walmart-spark_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 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

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

Customer_Notes/SwiftMedical/08.25.23.norg

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+* Meeting Notes:
+  - Company is obsessed reboot.
+  - No need for any co-marketing. Maybe a post with the learn page format.
+** New Instance:
+   - Sales focused open access instance
+   - Login freely
+   - Less course focused and more "access" and CMS-esque
+   - Need open access - maybe omnisend with uuid creation
+   - Totally open content
+   - Not going to happen before January.
+   - This instance would be connected to swift's website.
+   - Swift has a learn page currently, but not with anything of value. Not all the links work.
+   - This instance would switch out the learn portion of their website.
+
+** Search Functionality
+   - This is a huge pain point.
+   - "No body really knows what I do, broadly" but when people test it they complain and say "why doesn't this work the
+     way I expect it."
+   - Expectation: The expect something useful to pop up but nothing pops up because of smart searching
+     TODO: Create Prop to hide from search results.
+     TODO: Enable search query dashboard on Swift Medical
+   - Preferably, activities will show up. The courses overall aren't helpful in search results.
+   - Something she's seen in other systems is clicking a star which would bump the result to the top of the list.
+   - Determining which is "special" or important from Swift Medical's perspective.
+
+** Certifications
+   - Would like a custom certification finished by January.
+   - They might have new branding by January.
+   - Will need the public certifications. Linkedin is huge.
+
+** Linking to a Document:
+   - Open doc directly from another page without authentication
+   - Kayla is used to this with all higher ed LMSes and would like for this to be Northpass Functionality.

Customer_Notes/index.norg

@@ -2,10 +2,14 @@
 
 * 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:}

Customer_Notes/templates/meeting.norg

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+* Client:
+** Attendees:
+   - Norm Rasmussen
+   -
+** Topic 1:
+   -
+   -
+   -
+   -
+
+** Topic 2:
+   -
+   -
+   -
+   -
+

ghost_and_notes.norg

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-* INTERNAL STAKEHOLDER NOTE
-
-
-
-
-
-
-* EXTERNAL EMAIL TO SEND FROM EXEC