PRE-CALL PREP & INTRO QUESTIONS
When is it ideal to get a sense of the customers adoption goals?
As soon as possible or during the Intro meeting.
Enrolled Rate
This category of polies is immediately enabled for all accounts.
Default
This location will be a centralized hub for LastPass Customer Success shared documents.
Showpad
This Enterprise authentication will remove LastPass Master Passwords and replace with their companies login credentials.
SSO
This subject is typically the customers main Homework item after the intro meeting, to review and take actions, and prepare any clarification questions for the CSM, for the 2nd meeting.
Policies
Users are labelled with what status when having left the customer company and/or been removed from federation services.
Disabled
This entire sub category of policies will not apply to federated users.
Multifactor
#LP-In-houseSupportTeam@goto.com
Because of the infrastructure model, LastPass users data are secure even from LastPass data centers.
Zero Knowledge
A CSM will always want to visit this location prior to a customer call, to view the accounts current Adoption Metrics
Unified Admin Console
This quantitative factor contributes to a negative user security score, even though all the typical password criteria are met such as complexity, non repeating.
Amount of passwords stored.
This policy is located in 'Account Restrictions' and 'Access Controls'. They prevent users from taking advantage of free personal accounts.
Prohibit Family As A Benefit
This slack chat allows a CSM to seek assistance from a more technically advanced LastPass colleague in cases when the customer has in-depth technical product questions.
IAM - TRM
This feature comes with most LastPass pricing tiers, but often enterprise customers with Federation Services have already leveraged this security in their environment.
Multifactor Authentication.
It should be best practice to reserve around 5 minutes at the end of your Intro meeting, not only to gather any additional customer questions, but to preemptively take this crucial follow up step.
Schedule the next meeting.
This Metric for adoption can look inflated as it does not account for users that have not generated an auth token.
Utilization
These types of users are exempt from about 25% of policies
Federated Users
This type of CTA should be created by a CSM who's customer is foreshadowing non renewal.
Risk CTA
When leveraging Microsoft Azure, this integration method will Sync users with Azure AD, but does not Federate users.
SCIM Provisioning
In an intro meeting it is crucial for a CSM to gather this specific information about a customers infrastructure, so we know what provides authentication services applications within the customers federation or distributed network.
IDP(Identity Provider)
Is a 25% Utilization rate after 90 days considered:
A: Unsuccessful Onboarding and an At Risk account.
B: Passable Onboarding.
C: Exceeding Onboarding expectations
B: Passable Onboarding.
This policy also restricts the ability to create shared folders.
Ability to share.
For this type of customer request, a CSM will push back at first, supply the information requested, and ask customers to fill out information on their own documents.
Document Requests. Vendor Form Request.
This Microsoft product is an MDM and MAM. Protects an organizations data at the mobile application level.
InTune