Email Body — Detailed (V2-aligned)
Alternate email-body version aligned to NVIDIA Customer Delight V2. Carries V2’s weekly-sprint specificity (named interview counts per week, V0 architecture, sandbox + notional data testing) and V2’s coordination process. Companion to lighter user-edited version.
Subject: A few bullets ahead of next week
Greg, Lonny —
Thanks for Tuesday. Putting some thoughts down ahead of meeting in person next week, per your ask. Not a proposal — just reflecting back what we heard and preliminary thoughts on how to succeed.
What we heard
- The underlying problem is how NVIDIA understands, communicates with, and services its GPU customers. Greg: “We don’t even know the score of the game.” Lonny: “We come to the conversation, and we’re not even armed.”
- Today, NVIDIA cannot measure its commitments to customers or its performance against them. The data exists, but lives siloed across SFDC, SAP, the data lake, reply-all chains, and offline spreadsheets, with no end-to-end architecture and no single source of truth.
How we’d measure progress
- Understand: SLA hit rate (% of standard RMAs closed within the 30-day SLA).
- Communicate: RMA escalation rate (# of customer-initiated escalations per open RMA).
- Service: Customer return aging (average days outstanding on units customers owe NVIDIA).
Six-week opening sprint, two overlapping tracks
- Weeks 1–3 (discovery-weighted): NDA in week 1, plus 10+ NVIDIA interviews and alignment with the exec sponsor on a tightly-scoped pilot problem. 5–10 customer interviews in week 2 (hyperscaler, neocloud, sovereign), alongside initial mockups. 5–10 partner-firm interviews in week 3 (CMs, 3PLs), alongside refined designs and a V0 engineering architecture.
- Weeks 4–6 (build-weighted): prototype MVP with end-of-week-4 demo; sandbox deployment and user testing with notional data in week 5; feedback, debugging, and feature-expansion scoping in week 6.
- Coordination: kickoff with your team to lock pilot scope; checkpoint reviews at weeks 2 and 4; daily standups with the day-to-day PoC; “deskside” show-and-tell sessions for live feedback; a living problem-understanding doc co-owned with Greg.
What we’d need from you
- NDA executed on day one.
- Warm intros to interview targets: NVIDIA (CSO Ops, Field Service, Demand Planning, IT Architect, Quality/FA); 5–10 customers; 3–5 CMs; 3–5 3PLs.
- Read-only systems access scoped to RMA / customer service: SFDC, relevant SAP modules, RMA/SLA/customer data lake slice, customer web portal, WMS/TMS.
- Sample operational data: customer breakdowns by units and revenue, RMA breakdowns by customer/SKU, current SLA baseline, 90-day escalation log, representative customer email threads and spreadsheet templates.
- Exec sponsor, day-to-day PoC, IT point person for access and provisioning.
Bliss + Dustin