Comments
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@Patrick Martin, @Greg Higgins, @Kirill Markelov thank you for your insights! Would you be willing to share your targets for these? Has anyone adjusted their targets for the back half of the year in this COVID era?
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Hi @Steven Forth, Interesting topic for sure! I know Gainsight offers a curriculum and certification program for CSM proficiency (unrelated to the use of their software). For those of us who have been participating for some time, it's often strange to think of the job as still being in it's infancy, but especially in the…
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@Alexander Ziegler not quite yet! With offices on both coasts, and larger metropolitan areas, we are still waiting into summer and fall before scheduling for 2021. A few things we are considering aside from public health concerns are willingness to travel, and family constraints on travel. If parents are still without a…
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@Jaime Farinos We've recently added a COVID score and dashboard. Since this landscape is a new challenge, we wanted to look specifically at this vantage point. Customers are divided into categories based on industry, and the impact felt (ex: tourism and hospitality would be more at risk than a SaaS company). CSMs can also…
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Hi @Kerri Wienbeck, Our rates have been steady (and lower than we'd like) for the last 6 months. Two months ago we made a strategic change to the segmentation of our NPS recipient list. So far we have not found an increase. Our next step is to update our sender to a member of our C-suite. For closed loop feedback,…
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We've also experienced some of the things mentioned. Additionally, some of the "always" remote employees have expressed that they feel everyone is on a level playing field in this new environment. There are no hallway chats or decisions being made at the water cooler; everyone is able and willing to communicate via the…
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Hi Justin, Interestingly, the force to move to remote work has seemingly increased our coverage hours. Managers are encouraging their staff to be flexible as many are taking on added responsibilities of caring for family members, home schooling, and combating stress of the unknown. This has lead to more "off hours"…
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Hi Richard, Higher Logic has opted to provide each employee with a wellness cash stipend. They can decide how to spend this, but it must be somehow focused on wellness. Popular choices have been sneakers and workout equipment, but others have opted to pay annual fees to apps like Headspace. We've also had a few employees…
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Hi Daniel, I work for a SaaS organization as well, and we've recently been undergoing changes to enable us to become more nimble in this regard. For internal stakeholders, we use an online community (just like this!) to disseminate information. The entire workforce has been remote since March, so the existence of this…
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Hi everyone! I'm excited to join you all here in this new space! I've seen first hand how communities can impact the day to day of professional development. I can't wait to learn from all of the great minds here, and hopefully be able to provide a bit of my own insight along the way.
