Michelle Gouldsberry

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✅ Do your customers churn, but you aren't sure exactly why? ✅ Are you getting a lot of pushback about pricing or contract value? ✅ Does your team truly understand the return on investment your product delivers to your customers' businesses? 💥 Master Customer ROI & Retention with our CSM Value training series! This 5-class course is designed to help you or your team understand what your customers value most about your solution from a business perspective, and help you create a mutual success plan that clearly demonstrates the return on investment they are receiving from your offering. The next rotation of these live, expert-led, 60-minute weekly sessions run on Thursdays at 6am Pacific from October 10th - November 17th. Looking forward to seeing you in class! 👋 #CustomerSuccess #Leadership #OnlineTraining #CareerDevelopment #ROI

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In Forbes, WorkForce Software CEO Jeff Moses emphasizes the importance of adopting tools that cater to all workers, particularly front-line teams, to enhance the candidate experience, align with company values, and bolster employer branding. https://ow.ly/gcAi30sEllX

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Effective Executive Leadership is about empowering your team to take calculated risks, allowing them the room to fail, and then rebuilding their confidence if failures occur. This process is how you build a winning team, product and company.

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Launching or managing an employee advocacy program? Here’s why user adoption is critical… Even with the best content, your program won’t succeed if advocates aren’t engaged or won’t sign up in the first place. Don’t worry! Essential tactics and strategies are available to help build and maintain a community of engaged employee advocates. This comprehensive playbook, adapted from DSMN8’s guide, is packed with insights from our experienced customer success team. With years of expertise in supporting and scaling employee advocacy programs, they really know their stuff! The PDF playbook is divided into 4 stages, designed to attract and engage your team effectively. Plus, it includes an onboarding timeline and a printable worksheet to help plan the user adoption process. #SocialMedia #Marketing #Communications

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So true… keep asking the big questions.

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There is more to customer success than meets the eye! I sat down with CMSWire(thank you)to dive into my team’s internal communication strategy and how this directly impacts Vertafore customer satisfaction. If there is a disconnect between teams internally, you can guarantee problems will arise. Here are 4 steps I took to break down barriers and, ultimately, better serve Vertafore’s customers. #WeAreV4 #CustomerSuccessIsOurSuccess

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We'd like to introduce you to Generation Enablement. 👋 They're not defined by their age or their titles, but by their outsized impact on go-to-market strategy, behaviors, and yes, results too. See how they drive strategic change across their organizations, and how you can too, in Seismic's latest study. 📖 https://bit.ly/4cSrnFI Learn more about #GenerationEnablement: https://bit.ly/3TPmdSp ​

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Did you know 67% of executives prioritize company culture over their strategy or operating model? That’s because a strong culture leads to higher profitability, better retention, and improved customer service. Here’s a good primer on culture and ways to take action. Two of my favorite steps listed are to communicate your culture clearly and consistently and to lead by example. https://lnkd.in/gRBUhhty

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Modern leadership is about zone of influenceversus zone of control. People follow people and not titles. Leadership is a role and not a job title. https://lnkd.in/gzrRffn6

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I love quarterly planning. It's so easy to get caught in the daily minutiae of tasks that having time on the calendar to pick your head up, celebrate, and reflect is a gift. I talked to Julia McClellan about making space for reflection in quarterly planning, and some questions we ask ourselves to make sure we're growing our programs in the right direction (one that is aligned with where your company is going and where you want to go). And if you want more, here's a quarterly planning process and template that uses these questions to build team alignment and camaraderie: https://lnkd.in/gFNe4gWD

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Are you still dedicating hours each week to paperwork and manual tasks? 📑 Take advantage of technology to simplify your documentation and enhance team communication. Sign up for our Connected Workflows webinar to discover how! https://bit.ly/3YnG2DI

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Employee burnout is a silent productivity killer that impacts retention and performance. WorkForce Software shares how to spot six key signs of exhaustion and offers actionable steps to prevent it. From smarter scheduling to reducing administrative burdens, learn strategies to support employee well-being and keep your teams thriving. Prioritizing your workforce’s health isn’t just compassionate leadership—it’s a strategic move for success. https://ow.ly/GZEa30sHCfN #MakingWorkEasy #EmployeeWellbeing

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NEW RESEARCH: Developed in partnership with Dayforce, today JUST Capital published new research that shows the state of paid leave among America’s largest companies. Their results show continued gains for paid parental leave, parental leave parity, sick leave, and PTO, among other insights. Out of the Russell 1000 companies that disclose such information: ● They provide an average of 11 weeks of paid parental leave to primary caregivers and 8 weeks to secondary caregivers. ● Parental leave parity has risen from just over 11% in 2020 to 30% today. ● They most frequently offer between 15 and 19 days of PTO as well as 10 days of paid sick leave. ● The number of companies that offer unlimited PTO increased by 58% since 2020 and by 67% for unlimited sick leave. Strong paid leave policies have been shown to help organizations improve talent recruitment and retention, productivity, morale, and reduce absenteeism. Investments in them are the right thing to do for workers and the smart thing to do for businesses. JUST’s new toolkit also highlights industry-specific insights and trends as well as leading paid leave practices with guidance on how companies can best implement them. At Dayforce, we believe that every worker deserves the opportunity to realize their potential and enjoy happy, healthy, and productive lives. This toolkit is the second report in our new WorkWell research series, which is designed to deliver meaningful insights to organizations seeking to be high-road employers for their people. It’s being developed through internal Dayforce analysis, expertise from leading third parties, and surveys of the American public. The first report in the series was our inaugural Living Wage Index that was developed in partnership with the Living Wage Institute and was published last week. Huge shout-out to Aleksandra Radeva and her team at JUST for all of the time, talent, and energy that went into making this toolkit a reality. Please be on the lookout in September for new research from Riya Patil and Matthew Bahl at the Financial Health Network on innovative new practices to improve retirement security among low- and middle-income workers.

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Good article on effective meetings and decision making. I know I can apply more of this. Start by asking these three questions: 1. Should we even be meeting at all? 2. What is this meeting for, anyway? 3. What is the role of everyone in the meeting? https://lnkd.in/gJ5zPEgn?

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Excited about the upcoming NICE Talk featuring Robin Gareiss from Metrigy and our own Jennifer Wilson! They’ll be discussing key AI practices for transforming CX and driving real change. Don’t miss this insightful session: https://bit.ly/4dLv13L #CustomerExperience #ArtificialIntelligence

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Phew! Meeting Katherine Kosenko from Frontier Airlines was fun, and a total eye-opener. She gave me a whole new perspective of what it takes to be a succesful internal auditor, it's challenges and what makes the role fun. It's like part finance, accounting, and then a big sprinkle of Magnum P.I. Yes really. What I love, and this will sound weird, is that the challenges she described are so vivid and (in our opinion) easy to solve. She described past challenges like journey entry testing taking days, or the fluctuating nature of their workload heightening these challenges and making it hard to focus on other critical processes and testing. It's good to finetune our understanding of these again, and likewise it's good to hear we have been able to be a part of the solution. With the Frontier team being open to adopt technology and a new process, they: ✅ largely automated document Matching, data extraction and specific internal controls testing ✅ integrated technology in most of their & DataSnipper controls testing ✅ Save 40-50 hours PER ENGAGEMENT. That's an incredible results! She helped us write down this and more in a client case, find it in the comment below ⬇️ #finance #esg #internalaudit #accounting #audit

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