1. What went well?
1.1. General knowledge sharing steps among team
1.2. Looker session with Adam
1.3. New MindMeister Interface
1.4. new QBR Dashboard - yeah!
1.5. QBR presentation
1.6. shorter onboarding meetings/ check-ins
1.7. Training for LWL
1.8. coaching Bad Säckingen
1.9. communication with product team/ devs about customer issues/ bugs has improved
1.10. Gust. Alberts meeting with Adam and Sandra from product
1.10.1. renewal not in jeopardy,client happy
1.11. KPI targets- they help me as a guideline (example, undistributed license report...if correct)serving as a guiding point where red flags are. Other targets will help us get direction and give us a borader picture of how we are doing.
1.12. Loom videos - especially for US and other international accounts
1.13. CS client communication - post fix -On a positive note, I believe the client is safe, I promised 1 month credit to client
1.14. Manuel and Adam from finance - super flexible and client-oriented.Pragmatic duo :)
1.15. Research request more successful
1.16. Scaled onboarding Looker report very useful
1.16.1. Marlene already used it to reach out to a customer with poor license distribution + improved it
1.17. Onboarding iteration #2 has strong potential
2. What did not go well?
2.1. OoO Aircall Messages
2.2. Half the sales team was out/at the conference this week, feel like we should have communicated this to other teams & maybe also customers so they don't get frustrated that response times are slower this week.
2.3. Support from our new, outsorced support colleagues - example AkkuFischer - horrible communication style, not problem oriented but answers with copy paste random phrases (translator)
2.4. reliability of data in Looker dashboards as well as their meaning and connected data points
2.4.1. incorrect data shown of distributed licenses. three different reports, three different data. Manual report had to be created and presented to client.
2.5. was not happy with how the whole case of Child Cre resources and MM SAML Login issues were handled. Until escalated, nothing would have been fixed,potentially escalated to other clients.
2.6. Couple of customers with same complain and issue - the benutzerdefinierte felder that are being duplicated from old projects (business version) now not available in PRO.Frustrated and calling for troubleshooting, while I have no option that to upgrade them to business short term.
2.6.1. 1 renewal in jeopardy
2.7. Shoutout to Marlene who added "hide billing issue"note - confusing to clients, refunds to be made (Bakertilly case)
2.8. Old renewal deals can be really confusing and take a lot of time to solve/ figure out
3. What can we improve?
3.1. how to deal with cases such as Universtiyes that have a high number of fluctuation and data will look worse than it is. (KPI for distributed licenses
3.1.1. case of Universität zu Köln - bulk deletion of users not working, ticket open for couple of months already. Adoption data looks off in Looker report
3.1.1.1. Landesinstitut - now full usage, but after cleaning the inactive users, there will be 40-50 lcs free, intentionally.
3.2. Battlecards and marketing materials -missing customer- facing battlecards to be shared with clients. Plus German version still not available. Left my feedback with Product marketing team
4. Action Items:
4.1. Add process for recording OoO away messages
4.2. sending out sequences -> no permission to change primary contacts
4.3. Clarity on Pricing and Edge Cases
4.3.1. Pricing for licenses - Kata forwarded me email from Kanton Bern from Jonathan, 1 license - could not find renewal invoice, no invoice number in deal - took quite a long time to find out they have a contract in Pacta where the base price is stored - also pricing in Odoo unclear to me, Sales uses price as set by Odoo and adjusts discount to get to base price. I learned to adjust the price in Odoo to the given base price - what's the right way to go?
4.3.1.1. This is the customer -> https://app-eu1.hubspot.com/contacts/142364511/record/0-2/8728436201 / their base price according to Pacta is 252 per license per year for enterprise light - this Odoo invoice for example has a discount (instead of adapted base price I guess): DS/2024/06/0171 / this is their renewal invoice with discount instead of adapted base price: DS/2024/06/0089 / this is my invoice with adapted base price (obviously pro rata to the shorter license period): DS/2024/09/0126
4.4. No More Automated Reassigns to Scaled
4.4.1. Customers still reassigned to scaled team through workflows and are sometimes not assigned back to csm - example H&R Spezialfedern - wasn't manually moved back to me. Potential issues in terms of automated tasks (renewals, etc.) , not showing up in my dashboards/ company view and impacting KPIs. Biggest issue imho is that customers who contact us through MT are not forwarded to me as CSM in console is automatically updated according to CSM set in HS
4.5. Clarity on Strategy for Handling Basic Users / AM
4.5.1. How do we support Basic Users of customers with basic teams? How far do we want to go? Example: Stuttgarter