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Calli
Hartman
Head of Customer Success
Blackbaud
Calli Hartman is the Head of Customer Success for Blackbaud Corporate Impact, where she leads the team helping customers maximize the impact of their employee engagement, CSR, and ESG programs through YourCause solutions. A change agent and passionate customer advocate, she drives transformational outcomes by putting customer needs at the center of every initiative. With more than 12 years of experience in customer success and professional services, Calli established her career at SaaS companies including Active Network and Main Street Hub. Calli’s early career was as a community organizer, and her belief in the power of people and networks continues to inform her work.
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24 February 2025 10:15 - 10:45
When we stopped focusing on NPS, it started growing
In this session, discover how shifting attention away from Net Promoter Score and Customer Satisfaction as standalone goals led to unprecedented growth in both. Instead of chasing survey numbers, the team at Blackbaud built a Voice of the Customer program that uncovered friction points across the customer journey and turned insights into action. Using the AREA framework—Adoption, Renewals, Expansion, and Advocacy—they redefined CS strategies to address real customer needs and outcomes. Attendees will learn how targeted VoC initiatives, operational improvements, and a focus on experience rather than metrics resulted in measurable gains in NPS, CSAT, and overall customer health. Concrete metrics and actionable takeaways will help you apply these principles to your own customer success practice.