74 lines
3.0 KiB
Markdown
74 lines
3.0 KiB
Markdown
# Meeting Notes
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## 9/21/2022
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* Iorad tried selling them "live" features
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* Their own domain or Iorad on top of their app
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* Good at delivering first time training
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* Not sure when to follow up
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* Badging options
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* Integration with Churn Zero
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## 11/15/2022
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### Todo
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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.
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## 11/29/2022
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### Meeting with Katie, Holly, and Brian Neste
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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.
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For folks that have churned, what should Northpass do with that data?
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Embedding won't work because each client has a different domain/url.
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They are okay with asking Marketing about co-branding some items.
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What is the current flow to allow clients access to their domain?
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* Recommended completions, 1 learning path, potentially nothing specific
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* Account Manager told client "let's talk when you finish Northpass"
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* Don't want Northpass to be a gate keeping strategy
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* Site Review call and then get access to their domain.
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* How can we be "gate keeping" without fully denying them.
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* There is a lot of building and data-exchange to build the flow.
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* Basecamp is the PM tool for users to fill in information, give over data, etc.
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* PSRs are diligent about making sure all the information is completed before the site review.
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* PSR = Professional Services Rep - they are the site builder architect and manager.
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* Order: Sales Manager > PSR > on boarder > AM (AM<>CSMs are the same thing)
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* TSU comes into play with the on boarder. Ideally, they will do some TSU stuff before the onboarding call.
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Biggest Gap in Onboarding Process?
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* Creating a Success Place in ChurnZero that goes to TSU?
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* Not every Account has an AM, so less personal contact
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* Workflow for non-AM accounts - how to push TSU to them?
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* Brian trying to find data point: Do accounts without an AM churn less?
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Katie wants to figure out _who_ is using TSU. Holly wants to find easier access to track that data.
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DONE: Email Brian about getting Salesforce turned on? And send CZ video.Ask about marketing collaboration.
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## 01/24/2023
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### Internal Training Discussion
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Customer Success Training: The 100 questions projects
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* Questions about the software, i.e. Navigation, updating password, etc
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* Some more specific questions that require searching and screenshot
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* Currently on a Google Doc that you click through.
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* Nitty Gritty questions included.
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* One of Brian's biggest items is the 100 questions into Northpass.
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There needs to be some deviation between departmental training.
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In Brian's Mind: Upload the document to Northpass.
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Theory: How do you make internal training applicable to every employee? Finance and Engineering, etc.
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