H1

Open Access might solve some of their issues
Reconsidering their relationship with Okta
- Okta tripled their cost and doubled the per person cost
- Okta authenticates their entire application and for internal use
This change will be the most pressing for when they decide
- Should be decided on within 6 weeks
CSM team uses Catalyst
Sales team uses Salesforce

Haven't really used Northpass reporting
They contractually provide a training system
They need to figure out how to get the right training to the right people at the right time
Smaller clients get 1 in person training, the rest via Northpass
QBR show utilization or change - increase enrollments and actually starting the course
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 relatinoships -
- 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