Automating Emails for Customer Success

Customer Success Managers are most impactful when they can help 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 customers in clever ways.

Wondering how email automation could benefit your Customer Success processes? Let’s explore a few of the automated emails commonly sent by Natero users:

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Better Dashboards for Customer Success Teams

Natero is known for its extensive reporting capabilities that let Customer Success Managers explore their data with ease. Lately, we’ve been hard at work to deliver equally compelling custom dashboards for bite-sized reporting.

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Scaling Customer Success: Technology vs. Headcount

Cash-flow and funding can limit headcount for many early-stage SaaS companies, and at the outset, Customer Success often falls on a team of one. This lone CSM is responsible for training, support, and an avalanche of other tasks to ensure that customers continuously renew their subscription. As the business grows, this team of one will need to figure out how to scale their role — and do so quickly. The solution frequently boils down to one of two choices: 1) invest in Customer Success software, or 2) hire an additional team member.

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Announcing Natero's European Data Center

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 expansion, particularly in Europe and India.

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First 90 Days in Customer Success Management

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 understand your product’s use case, know when and how to encourage customers to take actions that drive value, and have a vision of where you want to lead your team in the future.

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Leveraging Customer Support for Customer Success

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. Organizations that are willing to lower the silo walls can enjoy significant opportunities for improved Customer Success.

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How To Manage Your Customer Lifecycle for Mutual Success

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 from our relationship for years to come. It is helpful to envision the complete Customer Lifecycle for each of our products and identify key events and milestones at different points on our Customer’s Journey.

In this article, I will discuss how Customer Success professionals can address these seven categories of Customer Lifecycle events to maximize the value of their solution:

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