Customer Success for All
Leading subscription-based businesses fuel growth with Customer Success.
What is Customer Success?
The goal of Customer Success Management 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.
By reducing churn and increasing expansion revenue, Customer Success teams can maximize Customer Lifetime Value — the key metric for SaaS growth and profitability.
Customer Success is Different
Unlike Customer Support or traditional Sales models, Customer Success Management aims to deliver long-term strategic value for customers.
|Proactively monitors customer health and behavior.||Reacts to ad-hoc issues, often in fire-fighting mode.|
|Actively manages customer lifecycle and adds ongoing value.||Primarily focused on resolving individual product issues.|
|Drives strategic initiatives to maximize product adoption and advocacy.||Drives short-term tasks to address immediate requests and concerns.|
|Growth driver.||Cost center.|
|Focused on existing account growth.||Concerned with account acquisition.|
|Focused on seamless renewals.||Actively manages new deal flow.|
|Manages onboarding and long-term account health.||Driven by monthly and quarterly sales targets.|
|Revenue farmer.||Revenue hunter.|
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.
With an intuitive workflow, predictive alerting, and a comprehensive view of customer health, Natero empowers CSMs to deliver value for their customers and business.
Natero lets Customer Success Managers focus their attention on the accounts that need it most.
- Get proactive alerts about potential churn, upcoming renewals, or expansion opportunities.
- Manage customers along their lifecycle journey to ensure they’re on track for success.
- Understand how customers use your product so you can help them receive the most value.
Maximize Customer Lifetime Value
Reduce Churn / Improve Renewal Rates
Increase Upsells and Expansion
Target Customers Likely to Convert
Optimize Product Adoption and Engagement
Improve CSM Team Productivity
After implementing Natero, we were able to drive customer success with way less effort. We get proactive alerts about customers who need help, we have codified processes for onboarding, and our CSMs are all aligned with their goals.
— Denes Purnhauser
How We Help Your Entire Organization
Natero provides actionable customer insights throughout your organization.
Integrate your product and back office systems for easy access to rich customer information – all in one place.
- Stay on top of critical business trends.
- See product usage, account health, financials.
- Create up-to-date custom dashboards.
Capture detailed product usage data to better understand how customers use your SaaS application.
- Understand feature value and stickiness.
- Track activity by users or accounts.
- Compare different customer segments.
Identify new opportunities at existing accounts and continuously improve the definition of your ideal customer profile.
- Target trials that are most likely to convert.
- Identify accounts that are ripe for an upgrade.
- Develop better customer personas.
Deliver a better customer experience by empowering front-line reps with actionable customer intelligence.
- Prioritize tickets based on key customer data.
- Enhance your indicators for issue escalation.
- Improve coordination of post-sale services.