Freshdesk Leverages Natero for Customer Success Insights

George Szundi   |   October, 2016

“Customer Success is not just a buzzword at Freshdesk – it’s a growth driver.”

We are delighted to share that Freshdesk uses Natero's CSM platform to proactively manage Customer Success.

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A Push System for Customer Success

Ari Klein   |   September, 2016

"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 proactive customer touchpoints. I’m proud to be able to say that we’ve renewed and expanded nearly all of our strategic accounts. And some part of that is due to the “push” system we’ve built that’s codified the individual customer touchpoints based on where our customers are in their lifecycle with DocSend.

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Data Driven Business: London 2016

George Szundi   |   September, 2016

Predictive Analytics World, a leading vendor-neutral analytics event, is holding its fifth annual conference this October 12-13 in London as part of the Data Driven Business event.

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Segmenting Customers for Success

Francoise Tourniaire   |   August, 2016

"Your segmentation strategy needs to be tailored to your unique customer base and resources so you can boost adoption, minimize churn, and maximize expansion revenue."

Segmentation divides your customer base into groups of customers with similar needs so that you can deliver services that are most appropriate for each segment, and maximize retention and expansion revenue. Segments are often designed to allocate scarce or expensive resources to the most valuable customers, but they can also be used to provide programs or services to suit the needs of different customer groups.

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Fundamentals of SaaS Customer Onboarding

George Szundi   |   July, 2016

"A successful onboarding paves the way to retention, renewal and even up-sell in the future."

Onboarding is a critical phase of the SaaS customer journey, setting the stage for your post-sales customer experience. It’s when customers form their first impressions of your product and decide whether it gives them value – or not.

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Four Management Challenges Keeping You Stuck in Firefighting Mode

George Szundi   |   July, 2016

"I spend at least 60% of my time reacting to urgent issues, and less than 30% analyzing and planning. I wish it were the opposite."

Join Natero and Glide Consulting for an online discussion about common management issues in Customer Success.

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Hiring, Developing, and Retaining Your Customer Success Team

John Kelly   |   June, 2016

Customer Success as a profession has grown by leaps and bounds in just a few short years. Companies are no longer just exploring the idea of Customer Success, they are now making big investments and wrestling with the challenges of managing and nurturing Customer Success teams. In this article, we explore the skills and characteristics that define great Customer Success Managers (CSM), the best places to recruit CSM talent, and how to develop and retain your Customer Success team.

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