3.0 KiB
Meeting Notes
9/21/2022
- Iorad tried selling them "live" features
- Their own domain or Iorad on top of their app
- Good at delivering first time training
- Not sure when to follow up
- Badging options
- Integration with Churn Zero
11/15/2022
Todo
ChurnZero integration:
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Companies that churn do not remain in CZ
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People might use their Gmail or other non-work emails
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The information they need is not where they want it to be.
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Holly and Katie don't have access to CZ and Salesforce.
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Reconsidering OpenAccess - why not prereg?
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They want to add some additional questions to the reg form
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Like location, restaurant, etc.
11/29/2022
Meeting with Katie, Holly, and Brian Neste
Did TS agree on a One-Source-Of-Truth? It doesn't seem like there is one for the company. There is no one source of truth. For folks that have churned, what should Northpass do with that data? Embedding won't work because each client has a different domain/url. They are okay with asking Marketing about co-branding some items. What is the current flow to allow clients access to their domain?
- Recommended completions, 1 learning path, potentially nothing specific
- Account Manager told client "let's talk when you finish Northpass"
- Don't want Northpass to be a gate keeping strategy
- Site Review call and then get access to their domain.
- How can we be "gate keeping" without fully denying them.
- There is a lot of building and data-exchange to build the flow.
- Basecamp is the PM tool for users to fill in information, give over data, etc.
- PSRs are diligent about making sure all the information is completed before the site review.
- PSR = Professional Services Rep - they are the site builder architect and manager.
- Order: Sales Manager > PSR > on boarder > AM (AM<>CSMs are the same thing)
- TSU comes into play with the on boarder. Ideally, they will do some TSU stuff before the onboarding call.
Biggest Gap in Onboarding Process?
- Creating a Success Place in ChurnZero that goes to TSU?
- Not every Account has an AM, so less personal contact
- Workflow for non-AM accounts - how to push TSU to them?
- Brian trying to find data point: Do accounts without an AM churn less?
Katie wants to figure out who is using TSU. Holly wants to find easier access to track that data. DONE: Email Brian about getting Salesforce turned on? And send CZ video.Ask about marketing collaboration.
01/24/2023
Internal Training Discussion
Customer Success Training: The 100 questions projects
- Questions about the software, i.e. Navigation, updating password, etc
- Some more specific questions that require searching and screenshot
- Currently on a Google Doc that you click through.
- Nitty Gritty questions included.
- One of Brian's biggest items is the 100 questions into Northpass.
There needs to be some deviation between departmental training. In Brian's Mind: Upload the document to Northpass. Theory: How do you make internal training applicable to every employee? Finance and Engineering, etc.