Customer Success for All

What is Customer Success?

The goal of Customer Success is to help customers realize the value they expect from your product or service. First and foremost, Customer Success Managers seek to enable desired outcomes for their customers. Successful outcomes are the main drivers of customer renewal and expansion.

There is a strong economic case for Customer Success since the cost of acquiring new customers is several times what it costs to retain existing ones. In fact, reducing monthly churn by as little as 5% can result in 50% more revenue in just five years.

Healthy customer retention also leads to more upsell and cross-sell opportunities, increasing a company’s ability to expand relationships with existing customers over time. Upsells or cross-sells from successful customers can offset and even surpass revenue losses from customers that churn.

Reducing churn and increasing expansion revenue allow Customer Success teams to maximize Customer Lifetime Value (CLV) — the critical metric for driving SaaS business growth and profitability.

Customer Success is Proactive

Traditional businesses support their customers in a reactionary way.

Customer Service and Customer Support departments mostly react to issues from frustrated customers. They are disconnected from the customers’ overall goals and expectations; their focus is solely to fix a problem or resolve a ticket.

In other words, a steady stream of constant firefighting.

Underlying customer issues can fester for weeks or even months before they are given attention, by which time it is often too late.

Customer Success Management takes a proactive approach.

Rather than waiting for customers to voice their concerns, Customer Success Managers actively monitor accounts and reach out at the first sign of trouble. CSMs partner with customers to ensure they continuously receive expected value, which benefits both customer and vendor in the long-term.

It is a shift in the way that businesses value and invest in the success of their customers.

And in order to scale, CSMs monitor leading indicators that help identify and prioritize the accounts that need their attention the most — before it’s too late.

How We Help Customer Success Teams

Subscription-based SaaS businesses need to maximize customer lifetime value to be profitable and succeed. With new customer acquisition costs far exceeding the cost to retain existing customers, it is imperative to reduce churn while expanding accounts and increasing customer engagement.

That’s where Natero comes in.

Natero lets Customer Success Managers focus their attention on the accounts that need it most. Get proactive alerts about customers who are likely to churn, convert or buy more. Know when customers miss key lifecycle milestones so you can get them back on track for success. See how customers are using your product so you can help them get the most value.

EXPLORE OUR PLATFORM

With an intuitive workflow, intelligent alerting, and a comprehensive view of customer health, Natero empowers CSM teams to maximize value for their customers and their business.