Customer Success & You

Susan Chomsky · September 2018

Hi Andy,

Thank you for introducing yourself. I am a big RE and BB Community fan.

I love the idea of a customer success team. I am in the process of training a new hire for RE data entry and such. The problem is that our training subscription has run out and now I am looking to You Tube for training videos and such. Are any of the BB lower level training classes/webinars or videos available with our annual maintenance fee? Seems to me that to ensure success, at least at the fundamentals level training would be included.

Any chance this could happen?

~ Susan

Allyson McLean · September 2018

Welcome and good luck, Andy!

Elaine Tucker · September 2018

LIke many have posted already, there seems to be serious communication issues between the Sales Reps, support, and customer Success.

Moving forward, it would be the best possible scenario if once we have a Customer Success person assigned to us, that they STAY assigned, and that we have phone and email contact information for them. Sending emails to the "generic email" of nonprofitcustomersuccess@blackbaud.com does NOT foster a sense of there being a real person on the other end of the equation.

That being said, my most recent experience with Customer Success actually saved my sanity - happy to discuss individually if you'd like more information.

Maggi Junor · September 2018

Hello Andy,

We use ETapestry. While I would love all the bells and whistles of RE Nxt but we can't afford it. I am happy with Etapestry and am in the process of getting an ETapestry Certification

Megan Morris · September 2018

Welcome, Andy - good luck!

Heather MacKenzie · September 2018

Welcome, Andy!

Brandon Stein · September 2018

Welcome Andy! Looking forward to some positive changes. I would appreciate your help looking into performance issues in the Boston data center for RE Database view. Happy to help and troubleshoot. As a shareholder, I want to see Blackbaud succeed as well as all nonprofits what work for the social good. I love what you guys do and your mission to enable nonprofits. Keep up the good work. For the social good! #Cheers

Karintha Marshall · September 2018

Thank you for this blog post.

I was first exposed to Blackbaud through my current employer, and like many Blackbaud customers have shared, the client to vendor relationship I've observed in my org has been turbulent.

I was very excited to attend the two Customer Success workshops hosted at the User Conference this year, and to bring back to my org the explanation of Blackbaud's infrastructure. For me personally, the information alleviated a lot of tension and frustration in dealing with Blackbaud reps/entities because I can better understand the framework you as the vendor are operating from.

Since the User Conference, I have reached out to the Customer Success department a few times. Though my inquiries weren't quite what Customer Success is designed to address, they got the results my org was looking for. So far, Customer Success has proven for us to be an effective resource as a collective entity.

If there were a choice, a dedicated CS rep for each client would be preferred, but I get the sense that Blackbaud is expanding at a rate where a dedicated Success rep for each client is infeasible. If Customer Success can continue to honor their 48 hr window for not just response but results/getting things done, then I don't mind the team structure at all.

Mary Zieten · September 2018

Hi Andy! Thanks for the info!

JoAnn Strommen · September 2018

Welcome, Andy.

Kimberley Payne · September 2018

Welcome Andy - I am an eTap user and generally pretty happy with our product and mostly good experiences with customer support. It really has become automated and sort of disconnected - but so far that has not impacted me too much. I am a one person shop and I find all the emails and challenges etc a bit overwhelming sometimes. But I do enjoy it when I can find the time to connect. Best of luck.

Kimberley

Tracey Sirles · September 2018

Welcome!

Sunshine Reinken Watson · September 2018

Welcome Andy!

Shelby Lewis · September 2018

Welcome, Andy! I'd echo some of the comments here about the disconnect between Blackbaud and its customers. I've not had the best luck with support in the last year and while I appreciated the work my dedicated customer support rep provided, the results were incredibly slow to achieve and communication from Blackbaud leaves so much to be desired. Hearing that we no longer have a dedicated customer success member who knows our organization and its needs feels like a step back and many of the issues other users have posted here ring true for me as well, so I certainly wish you luck in conquering what has been a long standing issue with your customers.

Beth Romano · September 2018

Welcome Andy to your new position.

Jose Orara · September 2018

Looking forward to working with you Andy!

Cathy Spencer · September 2018

Hi Andy, Best wishes in your new role.

Lesley Joplin · September 2018

Welcome Andy, Blackbaud has a wonderful community and provides great support and solutions!

Lisa Hensell · September 2018

Hey Andy! Welcome!

Tonya Higgins · September 2018

Hiya Andy, and welcome

I truly appreciate(d) my dedicated CSR, and I hope I enjoy the experience with a more team approach as well.

All the best,

Tonya (;3

Alysia Carter · September 2018

We need modules that encompass our entire organization - fundraising, ticketing, classes, events, shop, etc.

Christine Settles · September 2018

Welcome Andy!

George Buss · September 2018

Welcome Andy! We were a beta site for Altru and have had our ups and downs. Recently recommitted to the product, and hoping to work out the kinks. Looking forward to seeing how Customer Success department works with us on achieving that.

Alicia Barevich · September 2018

Welcome!

Laura Salfen · September 2018

Welcome, Andy!

Ann Nischke · September 2018

The best to you Andy! Thanks for making us a priority.

Jayme Klein · September 2018

Welcome!

Veronica Adams · September 2018

Welcome!

As others have mentioned it was nice to have a dedicated person who knew who you were when you called and was right on target when you had questions. Many years ago we had a lot of updates and work done with our system and we had 2 great support people we could count on. It really made all the difference. Fast forward to our org moving to NXT. A lot of confusion and missteps and not a lot of support. I see you are really moving into healthcare. I hope when we are ready we will have a good advocate to help us with Grateful patient programs.

Elaine Tucker · September 2018

Andy, et al, just a quick note to update my previous comments. I truly appreciate the follow-up from you and the rest of your team that assisted in helping me understand the team approach for the Customer Success area. This discussion board combined with the CONSISTENT and personal interactions with the team are getting Blackbaud back on track.

Thanks again,

Elaine

Andy Kearney · September 2018

Good afternoon everyone,

I just want to thank you all for taking the time to connect with me and provide your feedback to my posts and our organization. All feedback (both good and bad) is important to us, as it helps us to grow, improve, and better serve our customers. The success of our customers is most important to the Customer Success organization, and we are actively reviewing and making sure to respond to your comments. Stay tuned for more programs and communications from the Customer Success team. These programs are designed to help you maximize the value out of the solutions you own to reach the outcomes you are seeking to achieve. As you receive our communications, tell us what you think. We welcome, and most importantly, are responsive to your feedback.

Customer Success & You

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