Task Management for Customer Success Teams

George Szundi  |  November, 2016

Customer Success Task Management System

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 or productivity apps just to stay in sync and manage their customer tasks.

This often led to reactive behavior and business processes that didn't scale.

Today, we’re highlighting Natero’s centralized task management, which helps Customer Success teams understand priorities, keep track of next steps, and collaborate more effectively.

Operationalize Customer Success Management

Natero brings all of your customer tasks together in one place, where you can prioritize, manage, and distribute your team's workload. Workflow reporting and analytics give you visibility into where and how your team is spending their time.

Natero’s task framework is as familiar as a to-do list and more versatile than many dedicated project management systems.

Task Management for Customer Success

Organize Your Work

Natero keeps your Customer Success team organized, allowing everyone to centrally manage all of their customer-related items, including alerts, milestones, and tasks.

Quickly see open items, active alerts, upcoming milestones, and more. Group your tasks by due date, priority, customers, and a host of other views to help you work faster. Go even further by adding custom tags to organize your work any way you like.

Customer Success Task Management: Group and Filter
Prioritize and Plan

Keep customer tasks on track without last minute surprises. Specify the number of days to complete a task and Natero’s smart scheduling system will update your due dates accordingly.

Customer Success Task Management: Subtasks

“Natero helps us make intelligent decisions around priority. Otherwise, everything can seem like it’s the most important thing.”
—Christine Nathaniel, Director of Customer Success at 7Geese

Set Clear Responsibilities

Lengthy customer workflows can require contributions from different members of your team. Natero lets Customer Success teams distribute the ownership of a multi-part workflow, making next steps and individual responsibilities clear and transparent. Sub-tasks and milestones can be assigned to different CSMs, and it’s easy to reassign work from one person to another.

Customer Success Task Management: Responsibilities

If a sub-task becomes a bigger endeavor, it can be promoted to a full task with its own priority and a set of underlying tasks. When a promoted task is closed, it will automatically update the originating workflow, ensuring that your team’s overall progress is complete and up-to-date.

Collaborate with Context

Add comments to alerts, workflows, and tasks so important notes don’t get buried in emails or spreadsheets. Attach relevant files and keep supporting docs connected to the tasks at hand. Whether you’re returning to a previous workflow, or transferring a task to someone else, Natero helps keep you and your team on the same page.

See Team Performance

Natero’s task reporting and workflow analytics help you understand team progress and efficiency so you can make quicker adjustments and limit tedious status updates.

Understand Your Team's Workload

Cut down on time-consuming check-ins with your Customer Success team. See your team’s progress at a glance, so you can quickly get a sense of the amount of outstanding, upcoming, and overdue tasks.

Customer Success Task Management: Team Workflow

When you need more context, you can easily drill into task details to see what’s happening with each CSM or customer account. Want to see all open tasks that were created in the last two weeks for a particular customer? No problem, customizable filters help you focus on a subset of tasks as well as particular timeframes.

Track Progress and Identify Trends

Do you always know the status of your customer projects and how well you’re hitting your expected milestones? Using Natero, you can easily see how many workflows were started or completed and which ones are ahead of schedule or running late.

Customer Success Task Management: Trends

Over time, you can see how long your workflows took to finish, and how they fared against their expected due dates. Intuitive charts help you identify which workflows need more resources or where you should make adjustments so that you can set the right expectations.

Customer Success Task Management: Workflow Targets

Within each workflow, you can see how specific milestones are performing, including the number of milestones completed, average completion time, and their deviation from your scheduled completion date. You can even compare different milestones to get a relative sense for each portion of your overall customer workflow.

Customer Success Task Management: Milestones

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Task management is just one of the ways Natero helps Customer Success teams manage their accounts to reduce churn and increase SaaS adoption. Want to learn more? Schedule a demo to see how our Customer Success platform can help you predict, analyze, and drive customer behavior.