One Man Band
The PTC is the only person on the team dealing with implementation.
There are NetSuite implementation meetings daily, sometimes multiple times a day.
The customer is overwhelmed and not interested in enablement material because they do not have time to consider it.
Customer was curt via email and on calls.
Communication was brief and left little room for discussion making it hard to fully understand their concerns and build rapport
Talk with the PM, FC’s, implementation team to get any further insight on this customer to understand their concerns.
Meet customer where they are at with communication style – keep it brief but informational.
Ask questions throughout meetings as they would hop off the call immediately at the end.
Provide clear next steps so they can move forward without as much back and forth.
Customer has been difficult to work with for the implementation team
They expressed their concerns to their implementation team but not to the EC.
The customer thought EC was refusing to provide them with additional materials.
Communicate with PM and implementation team for a meeting invite to attend the customer weekly status call.
Learned that the customer is dissatisfied with some Fundamental learning recommendations. They want to go into depth about certain topics.
Clarified the correct point of contact, the appropriate PTC on the customer side, for who to reach out to for additional learning resources
Asked for what topics they would like more depth on
Next, updated the GSWFT to reflect these requests and emailed that over to them
Customer expressed training modules were too long and the team was wasting valuable time.
Their ask was to simplify the training process and focus on key areas that would have the most impact for the team.
Identify SME’s on the customers side and help them determine who to allocate trainings to. From there, they can do TTT (train the trainer) approach
Use the GSWFT doc broken up by topic
Customer expressed they would have liked to receive the materials ahead of time (prior to KO/Getting Started)
Overwhelmed with the meeting and not productive as they didn't have all the answers to the NetSuite team
Host follow-up Getting Started, reviewing Education materials, discussing prior convo, and next steps
For meetings after this situation, adjust to their needs. Provide details on the upcoming meeting in the current meeting, provide materials ahead of time, and next steps
Hearing the customers concerns and empathizing with their needs. Provide an agenda ahead of time. Not always necessary to have documents with out context
The customer did not see the value of LCS.
She was disengaged and frustrated on calls.
She was doing implementation on her own.
She didn't have time for MyLearn videos and other materials.
She expressed she wanted meetings to be fast and to the point.
Identify time that works best for customer. Consider the customer's schedule and figure best scheduling for her.
Offer a staged approach when showing the GSWFT. Show customer small milestones to complete that are not too overwhelming and check in more consistently with the small checkpoints. This could be over email. It will get the customer using LCS and starting to see the value.
Show customer the Learner Journey (updates depending on the topic).
Maintain calm validating persona on calls.
Respond directly to client's concerns and do not get frustrated with her lack of interest, understanding the customers situation.
Ask open-ended questions allowing the customer to open up and create an open dialogue.
Customer was disengaged and disinterested in the EAS call
Customer preferred direct communication and independent learning approach
Communicate with PM and implementation team to understand the temperament of this customer. This includes discussing Change Management areas of opportunity to further engage the customer
Provide Change Management strategies
Shift from the standard EAS ppt presentation to ask them target questions, gathering necessary information more effectively. After the call. send follow-up email with important points for the customer to review.
Provide tailored learning material for them to review independently after the call.
Customer expressed interest in EUT.
The team didn't know how to approach the topic.
Pivot to MyLearn and cover their specific needs.
Curate MyLearn recommendations and include LAP in the follow-up, offering what they have available first.
Consider if customer has Drive Value available (Drive Value criteria is based on Solution Set).
Reach out to the AMO to see if they would purchase TEP's.
Customer could not locate his MyLearn activation email
Received the email but received errors and was still unable to access MyLearn
Became impatient and frustrated via email
Trouble shooting methods were suggested, but they didn't work
Book time with the customer to discuss issue – this is best done in Getting Started
Verify prior to meeting that the PTC is activated in MyLearn via Redoak.
Ask them to share their screen to locate the activation email.
Submit a ticket through Contact NSCorp (link through MyLearn)
OOA tool could help but PTC needs to be activated first
Trouble shooting methods relayed to the customer
Then reached out to #lme slack channel
The customer wanted training but they were predominately French speaking and requested if TEP would be delivered by a French instructor
During Advising Sessions, it was difficult to understand conversations as they would speak in French to each other and they would misunderstand the EC delivering sometimes
Ask EPM to leverage French speaking resources to ensure things are not missed during Advising sessions
Set expectations that these calls will be in English when you are delivering
Share French resources in MyLearn
Only PTC and one other person doing the implementation
Frustrated with the pace of implementation taking 2 weeks to schedule KO
They were antsy to start sooner and wanted to get up and running in NetSuite.
Meet customers' needs and timeline requests.
Instead of scheduling separate Getting Started, they used the remaining 15 mins of the KO call.
Communicate with PM and NS team the PTC’s concerns regarding timeline.
Verify prior to meeting that the PTC is activated in MyLearn via Redoak.
Get customer activated.
Push the customer forward to getting in MyLearn
Had customer share screen and walked through the OOA tool
Unresponsive customer
No contact with the PTC
Sent multiple emails without response
Outreach attempt to AMO (partner-implemented customer) to discuss re-engaging the customer, to identify a new PTC to leverage.
Requesting to join status meetings, so customer can possibly re-engage with team.
Email outlined Learning Trainings on the GSWIFT, as well as a follow-up email after.
Customer purchased CRM add-on (5 licenses listed under the account) although CRM wasn't in the project scope
CRM licenses were in their account but the details were not available on the EC’s end
Challenge with helping the client understand what components were covered in the project, and what would need to be self-enabled or would require additional support from our Advanced Customer Support (ACS) team
Reached out to PM to confirm scope
Invited the customer to a call to go over SOW
On the call listened to concerns, clarified what could be currently provided, explained why CRM was already purchased (CRM activation will happen post implementation)
Guided the customer on the training materials they could use once CRM will be added on (self-enabled)
Successfully reset expectations, make sure the client feels supported, etc
Customer reached out asking for login information for the NetSuite “training accounts” (an unfamiliar term internally)
Concluded the customer is referring to the lab environments
Followed up with the customer with steps on how to request access to lab environment and provided any additional info they needed