Gainsight/CustomerNotes/Glassdoor/Glassdoor.md

Glassdoor

03/13/2023

Kickoff

Phase 1: training for clients that don't have a dedicated CSM. ~ 3 Months from today

• This will include who to contact
• Best practices
• Similar examples

Paul will be the main content creator. Mural board is already laid out. They have resources and ready to go.

Phase 2: Cross functional, deeper training for clients who also have CSMs. ~ 6 months from today

03/20/2023

Chat with Paul

Name, Email, Company Name & Company ID - IDEAL parameters.

04/24/2023

Implementation

Biggest goal is giving new customers immediate access to the content. They aren't sure how to do that. Go live is still next week. Better to get access and then collect data later, but now if possible. This is for a specific customer segment. During kick off is when university access should begin.

All customers get invited into a 5-email marketing campaign for new users. Onboarding marketing.

Per customer, average of 6 users. 2-4 will be on the kick off call. The other 2 people could be added up to a year later.

05/08/2023

TODO: Find what can we add to search results, pull body for activity search results. DONE: Minimize white space between title and line and line and body. Description shows up ABOVE the line. DONE: Add this to the styles.css file for the academy:

.np-footer-logo-image {
    height: 30px;
}

DONE: Does the "updated" course alert bring you straight to the activity that is updated?

They want to embed Northpass into Wix.

05/25/2023

Account Segmentation & Automation

Mark: Glassdoor is looking at this way differently than Northpass. The epiphany is that Northpass does not have all the same data as Glassdoor. Mark was expecting that we had to map GD segmentation to Northpass 1:1. But we don't have to do that and it isn't wise.

05/31/2023

Partner/Agency Education

Currently using Wix. Leverages points to make a game. They redeem the points within the Wix store. They are currently logging in and don't want them to make a new login. Want to leverage Northpass within Wix. How about iFraming our courses into Wix?

Are they trying to get rid of Wix? No!

Can Wix send learner information into the URL? She thinks yes. Wants to keep their own point system. Not trying to embed ALL of Northpass into Wix.

How are Wix Points stored? They are called "Loyalty Program points"

07/06/2023

Gainsight Issue

Austin reached out to Michael Stalenwart. Michael emailed Glassdoor on 7/5 and said:

" Hi Team, My Product team has connected on this and even checked your instance for the specifics of the integration, and we believe we've identified the issue.

After checking the Northpass Integration details, the assumption is that they would be writing back course progress details to a custom object in Gainsight, and generally, writing to GS Custom Objects is achieved with External API Integration. We noticed you have a custom object named northpass (northpass__gc), that was created as a "High Volume" Object. Gainsight does not allow writing to High Volume Objects in a transactional manner via the External API Integration which is causing the failure. If this is the case, then you'll need to create a "Low Volume Object" and add that in the integration setup of Northpass.

It also looks like Northpass documentation hasn't specified Low Volume Object explicitly which could be the source of confusion.

Let us know if using a Low Volume Object rather than a High Volume Object fixes the issue. Happy to continue to help where needed.

09/05/2023

Check in after a while

Notes

• Paul wants to learn more best practices to keep interest up with clients
  • What is the flow?
    • JO sends automated email based on Salesforce/GS data for all new closed deals
    • Pooled kick-off call every Tuesday - learn about GSU, click into University
    • JO email is tokenized - auto-enrolled in courses
    • Kick off call is just a general link.
  • Talked strategy most of the meeting
  • Needs to decide if he wants to improve completions OR overall numbers in the academy.

10/27/2023

Post-EBR sync with Austin and Mark

No new info. Val and Jon are difficult, in general.

10/30/2023

Sync with Paul

Features turned on:

• Company updates - Social feeds 1x/quarter
• Featured review (set once a year) - removing stale reviews
• Why work with us section should be updated - module with 5 tabs

Other Metrics:

• Quarterly EC logins

Remaining Questions:

• How to embed PX into their front end templates?
• They measure traffic on help center - with PX?
• What are they searching for?