There are plenty of factors to consider when making business decisions during a time of crisis and uncertainty. Arguably, the most important is customer impact. At SaaStr Summit, Intercom's SVP of Marketing Shane Murphy-Reuter discussed the importance of prioritizing your customers and the principles we're following to support customers as we face the impacts of COVID-19. During his talk, Shane covered: • How to prioritize customer impact and business continuity when making business decisions in high-pressure situations • How to rethink marketing and product plans to reflect your customers’ new reality • Principles of customer communication, support and engagement during crisis