49 lines
2.7 KiB
Markdown
49 lines
2.7 KiB
Markdown
# Ghost Note to William Sonoma
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## Email for Exec from CSM
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Hi Steve,
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Below is a note for you to send to check-in with Aubrey Haase at William Sonoma. This outreach is because Aubrey's team has
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expressed concerns with the implementation process and Northpass features. Things have been steadily progressing, but
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there seems to be a bit of inflexibility on the client's end from how they previously managed an LMS and delivered content.
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- Customer Name: William Sonoma
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- ARR: $75,000
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- Renewal: 08/10/2024
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- Contact Title/Name: Aubrey Haase - Senior Manager - Learning and Development, Training, and Knowledge
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- Their use case is internal training for new William Sonoma support members.
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- Certain items like time tracking, auto-log out/session timeout, and video analytics are key metrics for them, as
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requested by HR requirements.
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- They seem to have an ongoing issue with these learners lying about the time they spent in each course and so the team
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needs a way to verify if the learner is lying or not.
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- Aubrey's two team members, Pam and Tyler are the two that have complained the most about Northpass.
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- Pam claimed she was told Northpass was "drag and drop" in terms of customizing the layout. We have confirmed with Charles that this was never shared with her.
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- From our perspective, Pam and Tyler seem to be unwilling to build content out before the design is done. While we've faced
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this before with clients, they tend to let go of their assumptions and trust us. That hasn't occurred here yet, for
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whatever reason.
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- Pam and Tyler also use fairly different definitions when it comes to LMS terms like course, module, learning path, learning
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plan, etc. This became so apparent one meeting that Aubrey sent an email to only Patrycja and I after one meeting saying
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that she has been encouraging the WS team to adopt our terms for ease of understanding. Aubrey also cleared up a few
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other terms that had caused confusion.
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## Email from Exec to Client
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Hi Aubrey,
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My name is Steve Cornwell and I am the former CEO of Northpass. Now as Gainsight's new SVP of Strategy for Customer
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Education, I'm reaching out to you as Norm and Patrycja let me know that your team hasn't had the smoothest implementation
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experience.
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I'm keen to learn more about your experience with Northpass so far, to hear your feedback on our products and services, and
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ultimately, hear about your vision for your learning program and your plans for the future.
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I'd love to meet you to discuss! Can we find 30 minutes for a Zoom over the next few weeks? Feel free to propose a time. Or,
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please use this link to my calendar and book a time directly.
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I'm looking forward to meeting you, Aubrey!
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Take care and best,
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Steve
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