46 min
Codifying Outcomes: Blackbaud’s System for Driving Post-Sale Value
Dan Keyworth Senior Director of Customer Success and Strategy, Blackbaud - In 2020, Blackbaud adopted a programmatic approach to understanding, tracking and managing customer expectations and outcomes. How did they pull it off? A new, company-wide ‘Outcomes Map’ loaded with codified outcomes, stakeholder tracking, and more. In this session, Dan will share Blackbaud’s journey in maturing their customer success strategy, the key role of systems in measuring customer value and what’s coming next.
