Customer Success for All
Leading subscription-based businesses drive growth through 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. 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.
Strong 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 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, 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.||Focused on 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
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.
With an intuitive workflow, intelligent alerting, and a comprehensive view of customer health, Natero empowers Customer Success teams to maximize value for their customers and their business.
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 customer success managers are all aligned with their goals.
Denes Purnhauser | Founder and CEO
How We Help Your Entire Organization
Natero provides actionable insights throughout your business.
Natero integrates with your product and back office systems to give you easy access to the information you need – all in one place.
- Stay on top of critical business trends.
- See product usage, account health, financials.
- Create up-to-date custom dashboards.
Natero captures detailed usage data that helps product teams understand how customers use your SaaS product.
- Understand feature value and stickiness.
- Track activity by users or accounts.
- Compare different customer segments.
Natero identifies new opportunities at existing accounts, and helps sales teams improve how they qualify and target ideal prospects.
- Target trials that are most likely to convert.
- Identify accounts that are ripe for an upgrade.
- Develop better customer personas.
Natero gives marketers the business intelligence tools they need to understand customers and improve targeting.
- Optimize messaging based on product usage.
- Target customers who are likely to succeed.
- Identify power users and advocates.