Gainsight/CustomerNotes/G2/G2.md

G2

8/12/2022

Kick off Call

• How can I be helpful for the first week?
  • Launched by September 14th
  • Full launch
  • Lots of internal teammates who are anxious to kick the tires
• New CED & Marketing Manager - Erin Boyd
• Liz is project manager for product
  • She is the tech POC
  • Travis is tech person
  • Tori is UX designer
  • Michelle is PM for myG2
• Katlin to manage kickoff, then Erin will take over
  • After Erin takes over, Katlin will be strategic vision
• Long term goal: public facing certification - 2023 at the earliest
• Embedding the university into the help widget
• Slight design changes might need to happen

Concerns? None, Mitch and Jordan need to do salesforce piece

They feel like this has been talked about for a longtime. Just waiting for a GO signal.

• Salesforce integration

• Launch with 9 courses

• Back to my courses should go to dashboard on all courses

• Header: Remove completey, everything should move up

• LX: change header to grey

• Remove header in Templates

• Remove events from Homepage

• Remove two buttons on homepage

• Marketo - workflows? What data into marketo that can come from salesforce?

• Update ILT Reg Page

  • Register Button Copy > Learn More
  • https://TBD.TBD.com

• Remove Learning Paths from Templates (Homepage + Subnav)

09/02/2022

Meeting with Meesha & Sara re: Workato

* Meesha's Goal - best way to implement Northpass?
* Best Practices - What's going to work for them?
* Ideal usage of Data?
    * Someone engages with that piece of content
    * Marketo Tracks a course completion - Success!
    * Katlin also wants to trigger an email for someone that starts a course but doesn't complete
    * Lofty goals? Not yet, most will be on the marketo side
    * Setup customer MQL

10/03/2022

Design Changes

• Make lessons on cards clickable - should enter course overview page.
• CTA button on overview page - back to courses?
  • On homepage too: add sub navigation - home, dashboard, catalog
  • Keep subnav on /app/dashboard and add it to home page.
• Chat icon in G2 was overlapping with the continue buttons
• Number of enrollments is higher than expected (they expected 100)
• They are happy with click throughs but active leaners is lower than expected
• They are moving the university to their CS nurture stream
• Series of emails from Marketing to customers first 90 days
  • Something like "hey! You've been accepted to G2 university"
  • Specific Course recommendations during onboarding
  • "you're about to launch your first campaign, try this course"
• G2 Reports is every quarter, they will push during report season on specific courses
• #5746b2 <-- G2 Purple
• Start providing best practices for certifications <-- Katlin
• Erin to take over content & overall admin responsbilities
• Certifications Launch in Q2 of 2023, maybe end of Q2 (April)
• First Certifications Discussion Mid December to plant seed

10/02/2022

Best Practices

• Wants to hear best practices on:
  • AppCues Cadence
  • Best time to share courses in product
  • Using courses for onboarding (Reference Kadince?)
• Erin slowly transitioning to full admin
• Creating quizzes from two courses. Testing it out.
• Wants to add video activities
• Asked Sales/AE to test out the academy
• Asking for trends and questions that can turn into courses
• Erin attended Airmeet Webinar
• Liked how Pete talked about asking people to engage - print certs etc
• Question from Erin: can we do badging and sharing it on linked in?
• Question to Katlin: Can badges and certs be done over multiple courses? Or just a single one?
  • I recommended Accredible for multiple course certs. Badges are great for coures. Certs are great for a series of badges.
• They would like to cert people on subjects. "Customer Marketing Certified", but they don't need to be buyer intent certified.
• Certs would allow them to become more indepth. G2 is more than just a review site.

10/17/2022

Additional Reports

• Erin needs reports by tomorrow 10/18
• Wants to see:
  • Who has finished a course
  • Who has started a course
  • Who has logged in/enrolled in a course
• They haven't had a report season since G2 launched
• But Winter reports are coming soon around the G2 Reporting Course
• Make sure the script is run to remove people from G2 group!

10/24/2022o

Weekly Check in

• Katlin's numbers/metrics presentation was really good
• Everyone super impressed with numbers
• Sales leader (CRO), asked her 20 min after to share G2U numbers to use for sales calls and demos.
• The numbers were to be used on the CS and AE side, CS reports to CRO
• CRO owns both new and existing business.
• CRO was recently on a podcast What they are working on:
  • Erin working on next 3 courses
  • Also adding some quizzes
  • Wants to know how it affects completions
  • Learners are jumping around to various activities
• Katlin's question:
  • She met with her head of Documentation
  • Numbers in Documentation matches with course completions & interests
  • Documentation surrounding G2 quotes and widgets into channels and websites
  • Course is called: Review Tracking and Brand Building
  • Article is called: G2 marketing activities
  • How can we A/B test? How can we take the learners and show them this new course?
• Move all learners who haven't started the OG course into a group with the new named course. Original half no access to new course. Track enrollments.
• This was just talked about last Friday
• Plan on launching the AB testing with next launch
• Promotion next week, Thursday
  • Sending people to Reports course, specifically
  • Prepping learners for report season
  • Course highlight!
  • Sending them G2U and sharing course.

10/31/2022

Weekly Sync with Erin

• Newsletter going out soon with two CTA for the G2U.
  • This newsletter is focused on product updates and interesting blog posts.
• Another effort for Report Season, showing people the report course.
• There is a "Best Practices" link in G2 that goes to Hubspot.
• Share Screenshot with Erin from Travis regarding Best Practices link in G2.
• Erin had a question about course:
  • G2 profile anatomy course is very long and has a ton of scrolling
  • She broke it out into different sections
• They need to measure ENGAGEMENT. "You can engage with a piece of content but not finish it."
• View Metrics are going to be important for them.
• Erin saw a certificate webinar - "How to build out a certificate program?"
  • Mentioned having an interactive quizzes that are more than just True/False.
• Should we add a quiz at the activity with the most or least amount of engagement?

11/07/2022

Erin is now the main POC for the Academy

• New email going out this week for the academy
• Wants to keep an eye on the numbers
• Northpass analytics workflow:
  • She tries to check daily - quick glimpse
  • School Activity
  • Course Progress
  • Course Popularity
• Goal for today: finish all the quizzes for the Profile Performance and Lead Management.
• Something that's difficult: Each section has limited information so you can only create so many questions per section, goal of 3 questions per section.
• She likes how easy it is to change the questions.

11/21/2022

Analytics, Salesforce, Other Items

Katlin compared numbers with Erin and the number of unique logins and accounts created were off. Not sure where Katlin pulled her numbers. Erin pulled School Activity report. Re-add the MCA to the G2 Google Sheets. CEO is very excited for the numbers of G2U and wants the cert done ASAP.

• Erin asked about a group of courses and issuing a cert.
• Clickup has a great university that she likes
• Adding a cert to someone's linkedin is a huge component about this. They want this to be marketing focused
• She now wants to think about Learning Paths. Buyer Intent Expert, Review Expert,
• No timeline for how fast this should be done. But CEO is very excited and expecting this soon.

11/29/2022

Meeting with Michelle re: Partner Training

Michelle is the internal onboarding manager at G2, for the past year Previously she did more onboarding work. It's her cup of tea. Enablement team has recently taken on an "extra pillar" of enablement for partners. Reps should be able to co-sell G2 better along with internal G2 reps to selling G2. With current economics and hiring slowing down, she is exploring partnership enablement. She won't be the PM for this, but is just exploring it. They would like to lean towards a DIY system instead of hiring a new Program Manager just for this task of Partner Enablement. What are the goals of this partner enablement project?

• She is unsure. "That's the question, isn't it."
• Pain points: they don't know what they don't know. Partner Success Managers are getting a lot of questions and spending hours on calls to have meetings and explain things. They are doing a lot of "upkeep" of collateral for partners.
• Partners Team has their own goals.
• Enablement isn't responsible for the amount of dollars brought in, but can hopefully influence the amount brought in. Currently uses Lessonly for internal LMS, and has used LevelJump as a cadence tool for tasks. For a CMS, they use high spot. This is managed by Carli, the G2M project manager. What is the partner experience? Do they have their own G2 app? Zoominfo is a partner. It would be cool is ZoomInfo's AEs could co-sell G2. Or same for a CSM, they could see that they aren't integrated with G2 and take a course to learn how to integrate it. Can Northpass offer certs? Michelle: The way I've survived over the past year is to gather as many SMEs and Champions over the past year to help support Onboarding information and documents. ERROR: Build out a Test Instance for G2 Partnerships and put in their branding, and then create a course with her to test. (Not Needed anymore) DONE: Send her as much visual material as possible with examples, screenshots, pdfs, etc.

12/1/2022

Weekly Meeting with Erin

Certification - Erin spoke with Katlin and the best way to certify people right now will be different subjects

• Review Expert, the Basics, Foundation Certs, etc.
• Erin & Katlin will meet next week and set a timeline as to when they want to get it started.
• Likely will be fiscal Q1 (Feb) as to when they want to "start moving on it"
  • Start moving on it definition: In a place where they can QA on Feb 1 and then release Mar 1.
• Talked about customization, which they want to do. The sooner they get it to us the better.
• They need to decide on what is a cert - a group of courses? One course? How hard should these questions be?
• They may want multiple courses to be completed to achieve a cert.

I shared Crayon's 3 courses as an example.

What she is thinking: We keep the courses as is. Each section has a 2 question quiz with milestone (2-3 questions). Once that is completed, that would go towards earning the cert. These courses could be done in any order, and we would need properties to figure out if they have completed all three.

12/5/2022

A/B Testing Courses

Get it done ASAP. These are the items that need to be done:

• Erin will be making Course B.
• Norm to do:

DONE: Course B in catalog, Course A removed from catalog. Everyone NOT enrolled in Course A should be enrolled in Course B. People in Course A, should not have access to Course B.

01/09/2023

New Year Meeting

Purchasing Loom for recordings. Most of the recording work will be done by Erin. Buyer Intent videos will be done by Anna. Erin needs to create the scripts.

01/20/2023

Partner Enablement Discussion with Michelle

Is in between Northpass & another platform. Reporting will be the big item. If they are paying, they want to get a lot of analytics and see trends, behaviors, etc. She wants the analytics to prove ROI. Michelle will be hugely involved in the platform's implementation and roll out. They want to build a foundation first and then maybe hire a partner enablement manager and LMS admin. She's unsure of what the ROI metric and how to measure success, but what she thinks is:

• Engagement with courses, scores, certs, views of resources, completions
• Compare analytics between Northpass and sales/deals as a partner.
  • No Partner-CRM. Crossbeam & Salesforce are their main platforms.
• Difference between premium and enterprise reporting. DONE: Send screenshots on Workato Information, Analytics, Workflows & Group Provisioning - Due: Thursday Afternoon.

01/30/2023

New Instance Discussion

DONE: Clone all courses to Public instance.

June launch for certifications. Erin currently working on a promo plan for launch, trying to see what teams should be involved. Her budget was approved so now she can use loom and start recording videos for the academy. Video quality can be one of two extremes - super organic or very well produced. She wanted to put on time limits but it had too many hoops. All certs will be attached to existing courses. The format is:

• G2 Core Certification - Profile Anatomy, Lead Mgmt, What is G2 content subscription
• G2 Marketing - How to respond to reviews, tracking and brand building, review rundown
• G2 Buyer Intent - the two buyer intent courses.

Buyer Intent: targeting people that have completed the course but don't have access to

02/05/2023

No real list from me

Erin on vacation for two weeks in May. Middle to end of May - returns on the 21st. DONE: Get cert dimensions for her asap.

02/14/2023

Certifications & Previous Course Completions

Grandfather people who have completed courses previously.

They are writing two more courses:

• G2 101 - Getting Started and Basics
• Buyer Intent Integrations

101 will go towards G2 Core Certification and BI will go towards BI Cert

May - internal launch and QA

03/06/2023

Thinking Through Certs

Custom certs access Katlin also has questions - are we thinking through the full experience? Are we accounting for edge use cases? Is this going to be a formal cert program? Are we putting our best foot forward? She has both big picture, macro items and small micro, personal/customer items Authentication and a public facing university. university.g2.com is accessible. So no change needed.

Offer certs to anyone who has already completed all courses but before the LPs are launched

BDR team is launching their own academy/cert program. It's an internal program and LMS. They will be the QA tester in May

DONE: Send Katlin and Erin examples of customized login pages, forms, learning paths/dashboards, etc.

04/04/2023

DONE: Reach out to Katlin regarding admin/embedded.

05/24/2023

Feedback from Testing:

• Quiz Fonts. Example: Intro to G2 L2. Activity: G2 Overview Quiz
• Highlighted Quiz answer: Buyer Intent Integrations, Sales Engagement Quiz DONE: Archive the Review Tracking & Marketing Content course and turn off script (Austin) DONE: Enable Footer & share screenshots with Erin for decision.

07/31/2023

Meeting with Erin

TODO: Find out where in roadmap learner transcripts are. Verified outcome! 70 Cert completions before EOQ. Katlin to be presenting in Chicago next week. Talk is internal and on August 10th.

08/15/2023

Metrics Discussion

• Discussion about Metrics
  • Attendees: -- Katlin Hess -- Erin Boyd -- Norm Rasmussen

** Notes:

• How does G2 measure ROI with the academy? What is success?
• Currently a bit fuzzy - churn and retention is a shared goal
• They use V2 MON - GRR, ARR, NRR
• Number of Logos & what is their spend on us
• Engagement metrics - G2U falls into engagements
• Since Katlin joined engagement has gone from 67% to 100%.
• Last quarter was 96%.
• Sad news was that a TON of customers churned. That's what led to an increase in engagement.
• First goal: how to get the 67% to 75%. Then hit 94, 96, 100.
• Obvious that only a small group of customers weren't engaging.
• Currently implementing a predictive model for why people churn.
  • So far uncovered 10 items as to why churn happens (for G2 specifically)
  • Katlin doesn't have that information yet.
• Creating a growth CSM model - each CSM currently has a HUGE book of business.
• Onboarding playbook and courses which will be measured on adoption score. How does it compare to other segments.
• Adoption score not new overall. "Dotted line metric" for marketing. But only now being applied to G2U.
• Only now starting to look at the impact of G2U.
• They want to explore the percentage of their customer base involved in G2U per quarter
• Q1: 11%, Q2: 14% - at launch it was 25%.
• What is the line for G2U? > 0% in a course.
• Does Northpass factor into Customer Health scores at all?
• G2 doesn't use a Gainsight-like tool. CSMs use Salesforce, but customer health info is in many different systems.
• Katlin asked if I can keep sharing what our other customers are doing for metrics. No one seems to know what they need.

TODO: Discuss in Dec/Jan - how to measure success in G2U? What metrics are important.

08/21/2023

• New Learning Paths

  • G2 for Sales and Onboarding learning path to launch in October - mid-October is the most likely.
  • The sales one will need to be re-written from the sellers POV.
  • What is a seller? A customer like Northpass is a seller. A buyer will go to the NP page and read reviews.
  • Sellers are G2 Customers.
  • Should just be small edits to change the perspective.
  • Question about LPs: She wants to know about two additional custom certs. Does she have to pay?
  • "Everyone is talking about G2U" - internally its a buzz.
  • Claims that there is no budget but may be able to wrangle a few bucks for the certs.
  • New LPs will be pretty similar in content and structure as the previous.
  • Will need to redo quizzes for the new learning paths

  DONE: Submit ticket to transfer RTE elements: General, Resource, Course, Accordion

08/28/2023

Sync with Erin

• Currently on a mini-vacation in Golden, CO.
• Hopes to have her G2 for Sales course prototype ready by September 5th
• She needs to rebuild the quizzes too.
• Has not used the new Rich Text Functions we added for her.
• Asked for pricing for Certs - $2,000 for 1, $3,500 for 2.
• Wants to start doing some badges and gamification
• Too many certs could dilute their core cert
• She's creating a Learning Path for onboarding next, is thinking of using a badge for that completion instead of a cert.
• Erin accepted the invitation to join the CE Advisory Board.

10/02/2023

Sync with Erin

Questions about Erin's flow:

• Erin doesn't touch Northpass until she's done with all the videos.
• Completes one chunk at a time

Other Items:

• Design team: October 12th due date. Launch on the 19th.
• Norm to submit ticket as soon as badges come in.
• Erin requested that name of course will be on badge
• If no badge, leave div blank.
• If course is completed and they have a badge, show badge under sub nav.

Erin to put in fast lane request to switch Cert name from G2 Core to G2 Fundamentals.

House keeping:

• Erin in Boston - October 17th & 18th.

10/10/2023

Content sync - Erin

• Erin got message today about a 12th due date. Design team asked for the 16th.
• If she says no, they likely still won't deliver by the 12th.
• Potential delay, as long as EOM release, Kaitlin will be happy.
• TODO: Review the two draft courses - Core Onboarding & Review Growth Onboarding