How are you all dealing with end of Q2 targets? Exceptions on COVID impacted portfolios? Do they use

Catherine McGrath
Catherine McGrath Member Posts: 2 Navigator
edited July 2020 in Customer Success Leadership Community

 

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  • Brian Hartley
    Brian Hartley Member Posts: 185 Expert
    100 Comments First Anniversary
    edited June 2020

    We didn't adjust our overall company targets, however, we did adjust our CS variable bonus to better align with current environment. CC @Catherine McGrath 

  • Shari Srebnick
    Shari Srebnick Member Posts: 111 Expert
    100 Comments Second Anniversary Name Dropper
    edited June 2020

    We didn't really adjust overall targets either, and our NRR target remained the same.  And similar to Brian, we allowed for some adjustments in variable comp to align with the market.

  • Jeff Heckler
    Jeff Heckler Member Posts: 79 Expert
    Third Anniversary 10 Comments Photogenic Office Hours Host 2022
    edited June 2020

    We made no changes or exceptions.

  • Paul Giovacchini
    Paul Giovacchini Member Posts: 7 Seeker
    Second Anniversary
    edited July 2020

    +3 for Brian's comment. Our goals are set (I'm OK with not changing), but the variable has changed. We started offering a couple of spiff bonuses to both hit some company objectives and loss of IC income. For example, we wanted more success stories, so if we publish 10 customer success stories for the quarter, the team gets $250 each.

    One thing to caution is revenue focused CSMs. I've had roles that focused mostly on dollars and the relationship suffered. If you have a full stack CSM (does everything post sales), be cautious they don't come across as putting their interest (hitting target) over the customer's success. 

  • BenB
    BenB Member Posts: 76 Expert
    Third Anniversary 10 Comments 5 Insightfuls Name Dropper
    edited July 2020

    Made no changes,  we are definitely off target from my original 2020 forecast and expecations.  Every renewal /addon is going through a much harsher negotiation and procurement process.  Even as companies better understand their impact of lack they are changing their behaviors for the foreseable future. 

  • Shari Srebnick
    Shari Srebnick Member Posts: 111 Expert
    100 Comments Second Anniversary Name Dropper
    edited July 2020

    We've been seeing the same thing: harsher/longer negotiation and procurement processes.  Where before it had to go across 2 people's desks for approval, now it's 5 or more and it is slowing things down to almost a complete stand still.  It also pits us between Finance who has a limit on how long we can continue providing access without a contract in place, and us wanting to do the right thing by the customer.  It's an impossible problem.  These contracts are, in some cases, taking an additional 3-5 months, and that's essentially 3-5 months free.   I'll also add that the Procurement teams are becoming absolutely ruthless with their requests, asking for 50% discounts and 6 months free.  It's not making things easier.

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