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Priya Kaur · AE
My calls › Cogent Health — Q2 expansion

Cogent Health — Q2 expansion · discovery

Tue Apr 20 · 42 min Rep: Priya Kaur Customer: Janelle Park, COO · Marcus Liu, Ops Account: Cogent Health Consent confirmed
Rubric v6 Recap of prior call Pain identified Budget owner confirmed Timeline asked Next step committed review Decision criteria
Transcript Speaker-labeled · jump to moments by clicking timestamps
Priya (rep)00:00:14
Thanks for making time, Janelle, Marcus. Last time we left off, Marcus was going to pull together how many of your members are active in the forum vs. the course host. Did you get a chance?
Marcus (customer)00:00:42
Yeah, roughly. About 4,000 active in the forum, and we think only 1,200 of those have logged into the course host in the last 30 days. So there's a real drop-off after they buy.
Janelle (customer)00:14:32
Honestly, we've been duct-taping a forum, a course host, and Slack for two years. Every time we want to know who's actually showing up, we cross-reference three exports. It's exhausting and it doesn't scale.
Priya (rep)00:14:58
That's exactly the problem we hear most. Can I ask — what's "doesn't scale" looking like in practice? Hours spent, missed insights, churned members?
Janelle (customer)00:21:08
Realistically we'd want this in place before our fall cohort. Budget for it — I'd have to figure that out. We have some unspent on the training line, and Marcus's team has been pushing for tooling. So, we'll see.
Priya (rep)00:21:42
Got it. We can definitely scope a phased rollout to land before fall. I'll send over a proposal this week.
Marcus (customer)00:35:11
One more thing — we'd need to migrate three years of forum threads. Is that something your team handles or do we have to figure that out ourselves?
Priya (rep)00:35:36
We handle that. Our migration team does a structured import; we'll demo it on Thursday with sample threads. Let's lock Thursday at 11am ET?
Janelle (customer)00:35:58
11am works.
Coaching moment · this weekModel 78% confident

Budget question went unfollowed

21:08 – 21:42 · 34 seconds
Janelle floated budget hesitation ("I'd have to figure that out"). You moved on to scoping the proposal. Try next: "Help me understand what would unlock budget for this in Q3 — is it a sign-off, a re-allocation from the training line, or something I can help build the case for?"

Recap summary

Follow-up discovery with Cogent's COO and Ops lead. They have 4,000 active forum members but only 1,200 active in the course host — confirming the engagement drop-off thesis. They're motivated by a fall cohort deadline. A structured migration of three years of forum threads is a hard requirement. Next step: demo Thursday Apr 23 at 11am ET; proposal sent this week.

Customer pain 14:32

"Duct-taping a forum, a course host, and Slack for two years." Cross-referencing three exports for any engagement question — described as exhausting. This is the strongest pain signal in the call and supports the integrated-membership positioning.

Next steps

  • Priya: send proposal with phased rollout by Apr 24 (Friday).
  • Priya: coordinate Thursday Apr 23 · 11am ET demo, focus on migration.
  • Marcus: share 3 sample forum threads for migration demo.
  • Janelle: internal — explore moving training-line budget to Q3 for tooling.

Risks model flagged

  • Budget not confirmed — Janelle "has to figure it out." Coaching moment flagged here.
  • Migration scope is a make-or-break; need to scope thread count + media in writing before proposal.
Salesforce: Cogent Health — Q2 expansion Will write summary, next steps, and rubric scores. Manual notes preserved.