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Customer Success & You

Hello, my name is Andy Kearney, and it is my pleasure to be serving our Blackbaud Community as your Vice President of Customer Success. I wanted to take this opportunity to introduce myself to the Community and share what is happening with your Customer Success experience.

We know your organization is on a mission—and we’re proud to help support you in it.

Backed by more than 500 cumulative years of experience in the social good sector, our Customer Success Team is devoted to providing all Blackbaud customers the knowledge they need to drive outcomes and advance their missions, ensuring the best possible customer experience. 

So, what can you expect from our team?

•    Industry thought leadership and insight from peers at similar organizations
•    Checklists to gauge progress and ensure that you’re equipped for each step in your journey
•    Preparation for solution updates to maintain your competitive edge
•    And personalized recommendations to help maximize ROI

Our passionate team members are always here for you, connecting you with resources, information, and data-proven best practices that help you get the most out of all your Blackbaud solutions and put you on the path to success. We’ll show you how to capitalize on opportunities and navigate any obstacles that arise, so you can focus on making your vision a reality. 

It’s all part of our unmatched commitment to you—and to this Community.

If you ever need guidance in your journey to success, or want to know how to further maximize your ROI on your Blackbaud solutions, our Customer Success team is here to help. Contact us at customersuccess@blackbaud.com. We will certainly be reaching out to you. Please be on the lookout for our programs, events, and special communications all designed to make your journey to successful outcomes a seamless and collaborative one.

Your success is our success. Thank you for making us a part of your mission to make the world a better place.
Posted by Andy Kearney on Aug 3, 2018 8:30 AM America/New_York

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We need better support for the RE Connector.
  • Posted Fri 03 Aug 2018 09:42 AM EDT
Andy - Greeting from Florida and welcome to an already amazing group of support people.  .   
  • Posted Fri 03 Aug 2018 10:00 AM EDT
Good Luck Andy Kearney you have an up hill battle ahead of you! In our three years of using FE and RE. Blackbaud and Customer Success are not two words that really do together in our Marian Catholic High School Universe. More like Blackbaud and Customer Disappointment, Frustration and Anger are more like the words that go together. Yikes! Good Luck to you and your team it is will be very long and draw out battle achieve "Customer Success"

 
  • Posted Fri 03 Aug 2018 11:08 AM EDT
Welcome to customer success, Andy. We wish you the best in improving customer relations with eTapestry users like us.
  • Posted Fri 03 Aug 2018 11:11 AM EDT
Curt,  Thank you very much for your candid response, and thank you for your time this morning.  I look forward to our follow up conversation so that we can ensure your feedback is heard and a response provided.  We want to make certain that Marion Catholic High School experience Customer Success as 2 words that do go synonymously with Blackbaud.
  • Posted Fri 03 Aug 2018 11:22 AM EDT
Hi Karen, 

Thank you very much for your response and feedback.  It is absolutely our goal to ensure you and your organization have a positive experience with eTapestry, and with Blackbaud overall.  We have recently launched several adoption programs, and I will make certain that you receive the most recent ones focusing on eTapestry.  Thank you again, and I look forward to further communicating with you and the Blackbaud Community.  
  • Posted Fri 03 Aug 2018 11:44 AM EDT
This all sounds great -- I just wish that our Customer Success Manager would actually talk to me, or even send an email once in a while :(  I think he is overworked....
  • Posted Fri 03 Aug 2018 11:57 AM EDT
Welcome to you Andy!  And thank you to Blackbaud for helping us achieve our organization's mission of creating business solutions to poverty.  The more help you can offer, with improved customer service, the more successful we can all be in our joint mission.
  • Posted Fri 03 Aug 2018 01:35 PM EDT
Woukld be nice to be able to talk to a real person on the telephone
  • Posted Fri 03 Aug 2018 01:56 PM EDT
Hi Andy - We were very excited when the Customer Success concept was first introduced, and we had good experiences with our dedicated Customer Success Manager who could help us navigate conflicting information that was coming from different branches of Blackbaud and who built up a knowledge of the history of the issues we faced so that we didn't have to start from scratch every time we experienced another variation on a previous problem. Something as straightforward as a renewal invoice often requires coordinating multiple Blackbaud departments (Sales, Renewals, A/R) whose separation of responsibilities may make sense on your end but are impenetrable from outside your operation. A dedicated CSR was a tremendously valuable bridge.

It's our understanding that this new "team" structure has eliminated the one-to-one relationship between an assigned Blackbaud rep and a specific organization, and I can say this feels like the burden of "success" has been shifted back to the client. Even taking the time to leave this comment takes away from more important tasks I have to address today, and I suspect most nonprofits can ill afford additional hours to manage another Blackbaud team. We need troubleshooters advocating on our behalf, not more blogs or links to online resources.

We will wait to see how this new team approach works in practice, but please note that one important measure of your clients' success can be measured by how little effort must be expended to resolve Blackbaud-related problems.
  • Posted Fri 03 Aug 2018 01:57 PM EDT

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