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January 2018 Customer Newsletter

0 Votes

Comments

6 comments

  • Karen Oakland
    Not sure what you intend by posting this but as a customer, what we're seeing is a lot of uncertainty and doubt about being your customer due to so many layoffs. Support tickets are not getting handled as quickly, especially outside of the US. We were not even informed about this reorg in advance - we had to hear about it at the grassroots level, not from the executive level. I'm sure you want to put a positive spin on this with this post but I don't think it helps.

    ------------------------------
    Karen Oakland
    Intelledox
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 03-13-2018 13:26
    From: Sarah Moore
    Subject: January 2018 Customer Newsletter



    ------------------------------
    Sarah Moore
    Senior Customer Marketing Manager
    Act-On
    ------------------------------
  • Kevin Williams
    Karen,

    Thank you for posting! 

    Ensuring our customers are successful, and getting clear value out of their investment with Act-On, continues to be one of core pillars for long term success.  We believe the commitment and level of service we deliver truly sets us apart from our competition.  I will reach out to you directly to talk live to answer any questions you have about our re-organization, and how this move is setting us up for long term success.-------------------------------------------
    Original Message:
    Sent: 03-14-2018 12:11
    From: Karen Oakland
    Subject: January 2018 Customer Newsletter

    Not sure what you intend by posting this but as a customer, what we're seeing is a lot of uncertainty and doubt about being your customer due to so many layoffs. Support tickets are not getting handled as quickly, especially outside of the US. We were not even informed about this reorg in advance - we had to hear about it at the grassroots level, not from the executive level. I'm sure you want to put a positive spin on this with this post but I don't think it helps.

    ------------------------------
    Karen Oakland
    Intelledox
    ------------------------------

    Original Message:
    Sent: 03-13-2018 13:26
    From: Sarah Moore
    Subject: January 2018 Customer Newsletter



    ------------------------------
    Sarah Moore
    Senior Customer Marketing Manager
    Act-On
    ------------------------------
  • Sion Stedman
    Hi @Kevin Williams

    How about EU customers' short-term success, in helping them put in place GDPR-compliant processes by 25 May?

    There are still a number of outstanding ​matters, not least how the software will handle data subjects' 'right to be forgotten'.

    With the news about Facebook this week, this is not something that is going to go away.

    ------------------------------
    Sion Stedman
    Idox Software Ltd
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 03-20-2018 19:20
    From: Kevin Williams
    Subject: January 2018 Customer Newsletter

    Karen,

    Thank you for posting!

    Ensuring our customers are successful, and getting clear value out of their investment with Act-On, continues to be one of core pillars for long term success.  We believe the commitment and level of service we deliver truly sets us apart from our competition.  I will reach out to you directly to talk live to answer any questions you have about our re-organization, and how this move is setting us up for long term success.
    Original Message:
    Sent: 03-14-2018 12:11
    From: Karen Oakland
    Subject: January 2018 Customer Newsletter

    Not sure what you intend by posting this but as a customer, what we're seeing is a lot of uncertainty and doubt about being your customer due to so many layoffs. Support tickets are not getting handled as quickly, especially outside of the US. We were not even informed about this reorg in advance - we had to hear about it at the grassroots level, not from the executive level. I'm sure you want to put a positive spin on this with this post but I don't think it helps.

    ------------------------------
    Karen Oakland
    Intelledox

    Original Message:
    Sent: 03-13-2018 13:26
    From: Sarah Moore
    Subject: January 2018 Customer Newsletter



    ------------------------------
    Sarah Moore
    Senior Customer Marketing Manager
    Act-On
    ------------------------------
  • Natasha Aidinyantz
    Same with us. Haven't got a clue...no communication. Receiving automated responses from support that just don't help at all.

    ------------------------------
    Natasha Aidinyantz
    Digital Marketing Specialist, GlobalSign, Inc.
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 03-14-2018 12:11
    From: Karen Oakland
    Subject: January 2018 Customer Newsletter

    Not sure what you intend by posting this but as a customer, what we're seeing is a lot of uncertainty and doubt about being your customer due to so many layoffs. Support tickets are not getting handled as quickly, especially outside of the US. We were not even informed about this reorg in advance - we had to hear about it at the grassroots level, not from the executive level. I'm sure you want to put a positive spin on this with this post but I don't think it helps.

    ------------------------------
    Karen Oakland
    Intelledox
    ------------------------------

    Original Message:
    Sent: 03-13-2018 13:26
    From: Sarah Moore
    Subject: January 2018 Customer Newsletter



    ------------------------------
    Sarah Moore
    Senior Customer Marketing Manager
    Act-On
    ------------------------------
  • Kevin Williams
    Sion,

    Our preparations are well under way to be compliant by May, and we recently published our 'how to manage consent guide.' We, along with others in our industry, are still awaiting guidance from the Article Working Party 29 on several outstanding issues (including the right to be forgotten). We will communicate additional GDPR preparedness on our GDPR Hub, and for any follow up questions please don't hesitate to contact us directly at gdprinquiry@act-on.net

    ------------------------------
    Kevin Williams
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 03-20-2018 19:34
    From: Sion Stedman
    Subject: January 2018 Customer Newsletter

    Hi @Kevin Williams

    How about EU customers' short-term success, in helping them put in place GDPR-compliant processes by 25 May?

    There are still a number of outstanding ​matters, not least how the software will handle data subjects' 'right to be forgotten'.

    With the news about Facebook this week, this is not something that is going to go away.

    ------------------------------
    Sion Stedman
    Idox Software Ltd
    ------------------------------

    Original Message:
    Sent: 03-20-2018 19:20
    From: Kevin Williams
    Subject: January 2018 Customer Newsletter

    Karen,

    Thank you for posting!

    Ensuring our customers are successful, and getting clear value out of their investment with Act-On, continues to be one of core pillars for long term success.  We believe the commitment and level of service we deliver truly sets us apart from our competition.  I will reach out to you directly to talk live to answer any questions you have about our re-organization, and how this move is setting us up for long term success.
    Original Message:
    Sent: 03-14-2018 12:11
    From: Karen Oakland
    Subject: January 2018 Customer Newsletter

    Not sure what you intend by posting this but as a customer, what we're seeing is a lot of uncertainty and doubt about being your customer due to so many layoffs. Support tickets are not getting handled as quickly, especially outside of the US. We were not even informed about this reorg in advance - we had to hear about it at the grassroots level, not from the executive level. I'm sure you want to put a positive spin on this with this post but I don't think it helps.

    ------------------------------
    Karen Oakland
    Intelledox

    Original Message:
    Sent: 03-13-2018 13:26
    From: Sarah Moore
    Subject: January 2018 Customer Newsletter



    ------------------------------
    Sarah Moore
    Senior Customer Marketing Manager
    Act-On
    ------------------------------
  • Sion Stedman
    Hi @Kevin Williams

    I fully understand, and have always understood, that customers are responsible for the data they hold in Act-On. I also understand, and have never questioned, that Act-On has been working with the ICO (among others) to ensure that the underlying software is GDPR-compliant. But Act-On owes it to its customers to advise them on how best to set up GDPR-compliant processes using its tools. In this respect, I have not found Act-On to be proactive. It took until 1 March 2018 for Act-On to publish that guidance on consent management. Coming just 59 working days before GDPR takes effect, one can't help but compare Act-On's approach to support with that of other providers, such as Hubspot, who have had guidance for customers on all aspects of using their software to ensure GDPR compliance in place for some months.

    I have provided detailed feedback to gdprinquiry@act-on.net on my experience over the last seven months of implementing GDPR-compliant processes using Act-On, and also raised some specific questions that I look forward to discussing with relevant Act-On colleagues at the earliest opportunity.



    ------------------------------
    Sion Stedman
    Idox Software Ltd
    ------------------------------
    -------------------------------------------
    Original Message:
    Sent: 03-27-2018 10:32
    From: Kevin Williams
    Subject: January 2018 Customer Newsletter

    Sion,

    Our preparations are well under way to be compliant by May, and we recently published our 'how to manage consent guide.' We, along with others in our industry, are still awaiting guidance from the Article Working Party 29 on several outstanding issues (including the right to be forgotten). We will communicate additional GDPR preparedness on our GDPR Hub, and for any follow up questions please don't hesitate to contact us directly at gdprinquiry@act-on.net

    ------------------------------
    Kevin Williams
    ------------------------------

    Original Message:
    Sent: 03-20-2018 19:34
    From: Sion Stedman
    Subject: January 2018 Customer Newsletter

    Hi @Kevin Williams

    How about EU customers' short-term success, in helping them put in place GDPR-compliant processes by 25 May?

    There are still a number of outstanding ​matters, not least how the software will handle data subjects' 'right to be forgotten'.

    With the news about Facebook this week, this is not something that is going to go away.

    ------------------------------
    Sion Stedman
    Idox Software Ltd

    Original Message:
    Sent: 03-20-2018 19:20
    From: Kevin Williams
    Subject: January 2018 Customer Newsletter

    Karen,

    Thank you for posting!

    Ensuring our customers are successful, and getting clear value out of their investment with Act-On, continues to be one of core pillars for long term success.  We believe the commitment and level of service we deliver truly sets us apart from our competition.  I will reach out to you directly to talk live to answer any questions you have about our re-organization, and how this move is setting us up for long term success.
    Original Message:
    Sent: 03-14-2018 12:11
    From: Karen Oakland
    Subject: January 2018 Customer Newsletter

    Not sure what you intend by posting this but as a customer, what we're seeing is a lot of uncertainty and doubt about being your customer due to so many layoffs. Support tickets are not getting handled as quickly, especially outside of the US. We were not even informed about this reorg in advance - we had to hear about it at the grassroots level, not from the executive level. I'm sure you want to put a positive spin on this with this post but I don't think it helps.

    ------------------------------
    Karen Oakland
    Intelledox

    Original Message:
    Sent: 03-13-2018 13:26
    From: Sarah Moore
    Subject: January 2018 Customer Newsletter



    ------------------------------
    Sarah Moore
    Senior Customer Marketing Manager
    Act-On
    ------------------------------

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