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  • These days, buyers have more choices, are better informed, and expect a superior customer experience. As Customer Success Managers, we have a narrow margin to bring value to a customer, or else we risk losing them. So, it's not surprising that many Customer Success teams spend tremendous energy keeping customers “happy,” or doing whatever they can to conform to customer desires.

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  • "SaaS today is like manufacturing was 40 years ago." In 1980, U.S. manufacturers were back on their heels. Japanese businesses had eviscerated the American consumer electronics industry. Gone were venerable TV brands like Admiral, Zenith, and Curtis-Mathis, replaced with Sony, Hitachi, and Panasonic. And Nissan, Toyota, and Honda were gobbling up domestic market share from Ford, GM and Chrysle...

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  • With over 130,000 customers, Freshworks has seen phenomenal growth since its launch in 2010. As Freshworks continues to add clients at a blistering pace, it's also focused on driving long-term value through customer satisfaction and retention. We sat down with Vipin Thomas, Head of Customer Success at Freshworks, to learn more.

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  • "Ignorance is bliss." Or so they say. BUT, if you are responsible for the health and well being of your customers, ignorance is simply inexcusable. As a Customer Success Manager, it’s your job to have your finger on the pulse of your customer’s needs, wants, and desires. You MUST know the ins-and-outs of their business as it relates to your products and services. You need to know what their ...

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  • Michael Redbord knows a thing or two about helping customers succeed with B2B software. Over the last decade, Michael has helped shape Support, Services, and Customer Success at HubSpot, a global juggernaut on a mission to make the world more inbound. We sat down with Michael to talk about the roles that Customer Success and Customer Support play in today's subscription-based organizations.

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  • As of today, there are over 200,000 Google search results with the phrase "Customer Success" in the title. There are nearly 8 million results for articles that mention the term. Needless to say, there's a staggering amount of content about Customer Success! To help cut through the noise, we've compiled our favorite Customer Success organizations that you can turn to for advice, inspiration, an...

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  • Customer Success Managers are most impactful when they’re helping the right customers at the right time, but facilitating those interactions can be time-consuming and difficult to scale. One way that CSMs can regain precious time is to streamline customer communications through automation. Email automation not only helps to scale outreach efforts, but it also allows CSMs to engage with...

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  • Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, the Customer Success function often falls on a team of one. This lone CSM is responsible for training, ongoing support, and an avalanche of other tasks to ensure that customers ultimately renew their subscription. As the business grows, this team of one will need to figure out how to scale...

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  • We are excited to announce the general availability of our new data center located in Frankfurt, Germany. Our latest data center comes on the heels of Natero’s rapid global expansion, particularly in Europe and India.

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  • You’ve been brought in as the founding member of the Customer Success team — congrats! Your company is making a major investment in helping customers derive more value from its products and services. Now you’re faced with the inevitable question: where to begin? This roadmap will outline what you should expect to accomplish in your first 90 days. At the end of this timeframe, you will...

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  • Customer Success (CS) is enjoying a lot of attention, particularly in Software-as-a-Service (SaaS) where CS is a critical enabler of renewal subscriptions. Customer Support, by comparison, is perceived as a reactive (and less attractive) break-fix department. While organizationally, Support may be a separate team, it can also play a key role in customers' success, and for organizations...

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  • Why Some Touchpoints Matter More, and What To Do About It Customer Success is a rapidly changing discipline, yet at its core it remains one of the best ways to help existing customers achieve their business goals. For us to help our customers within the context of our product, we need to be specific about the value our product delivers, and how we can help them derive even more value ...

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  • Natero was founded on the premise that Customer Success teams need better access to actionable customer data. Early on, we also recognized that CSMs were struggling with more than just customer intelligence. Customer Success teams were often working out of their inboxes, and juggling spreadsheets, shared docs, and productivity apps just to stay in sync and manage their customer tasks. ...

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  • "As we shifted away from firefighting mode and transitioned to more closely resemble an Integrated CSM model, the importance of proactively driving value with our key accounts came into focus." The last eighteen months at DocSend have allowed us to experiment and standardize different workflows of proactive customer touchpoints. I’m proud to be able to say that we’ve renewed and expan...

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