Can't agree more re testing one's patience. Couple of large contracts to drop plus the VA extension - hard to see why it won't be extended. Interesting commentary by Mike re clients moving to the cloud v on premise. Sounds like they will be moving to a cloud based implementation like PME which is a positive. The reversion to direct support versus call center support could have arisen for a number of reasons. 1. Clients unhappy with ability of call center resolving issues. 2 . M7T closer to clients with direct support and that strengthens relationship 3. Responding to recent feedback from CLASS ratings. Pro-active approach given 98% of clients renew - this is a good sign.
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