Conference Presentation

The UpServe Movement: Blackbaud's Professional Services Expand Selling Initiative

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In Blackbaud’s shift to SaaS and consumption-based pricing models for software, there is a growing need for services that drive client success and outcomes. These services are often best identified and positioned not by the sales staff, but by the “boots on the ground” services professionals that work closely with clients during the time of software adoption and outcome realization. At Blackbaud, once this shift was identified, we knew we needed to harness the opportunity, becoming better partners to our customers while ensuring a strong professional services revenue trajectory for Blackbaud. UpServe is a term borrowed from the book To Sell is Human, by Daniel Pink, that refers to the idea of expand selling--when client-facing, NON-sales resources recommend training and services that will help customers be more successful with their software solutions. Come learn how Blackbaud implemented the UpServe program, set goals, created a change management plan, and infiltrated the mentality within PS, leading to strong financial results and a new way to position and sell services, all while ensuring our clients’ continued delight and success.

 

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