2.8 KiB
H1
08/01/2022
General Check in & ongoing issues
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Open Access might solve some of their issues
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Reconsidering their relationship with Okta
- Okta tripled their cost and doubled the per person cost
- Okta authenticates their entire application and for internal use
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This change will be the most pressing for when they decide
- Should be decided on within 6 weeks
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CSM team uses Catalyst
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Sales team uses Salesforce
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Haven't really used Northpass reporting
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They contractually provide a training system
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They need to figure out how to get the right training to the right people at the right time
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Smaller clients get 1 in person training, the rest via Northpass
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QBR show utilization or change - increase enrollments and actually starting the course
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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 relationships -
- 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
01/06/2023
Off-boarding Info
A lot of hand off Metrics weren't great - happy about the new analytics/beta, but it wasn't communicated well. Ashlee's main POC was Paula. Analytics Feedback: I just want to know emails and who has finished the course. It wasn't a single button. The naming conventions weren't clear. Unclear what filters did what. Really liked Kaitlyn Analytics weren't intuitive for someone net new coming to Northpass. The main thing is northpass fell into the "nice-to-have".
Metrics Records for H1:
- Raw Data Dump
- Support Team Training & Download