# 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 
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