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Natero's New Customer Success Management Platform Targets SaaS Providers

By - Source: Toms IT Pro

Natero began offering its customer success management (CSM) platform today. The company says that its solution merges machine learning for predicting behavior and big data customer analytics into a single product.

"Using Natero, SaaS providers will know which of their customers are struggling and which are succeeding, allowing them to significantly increase customer retention and identify accounts that are ripe for expansion," said Craig Soules, Founder & CEO of Natero.

Natero pulls data from multiple sources, and scales in real time to avoid any performance issues. Integrated platforms include customer relationship management (CRM) systems such as Salesforce and Hubspot, customer support systems like Zendesk and Freshdesk, subscription billing systems like Recurly and Zuora, as well as financial systems like Braintree, Quickbooks, and Xero.

With all of the data, Natero allows account managers to define ideal, or typical milestones and events that successful customers use. If a new client is taking a long time to get through initial setup, or another key step, they may be having technical trouble, or other issues. By proactively seeing this occurring, SaaS companies can reach out to those customers with assistance, or new products to ensure success and reduce churn.

As new data comes in, Natero's predictive alerting can build new potential models and triggers, or improve existing ones, instead of just reporting on models already created. With a dashboard that shows all data together, from when the client last logged on, to whether they make payments on time, to whether they have any support tickets open, account managers can see what is happening, and where an intervention might make the difference between losing and keeping a client.

"Our groundbreaking machine-learning engine will even notify CSMs what customer factors are triggering those alerts, which gives them a great starting point to drill into a client account and learn what is happening," Soules explains.

The platform offers a way to create customized customer health scores. Users can pick which metrics they want to include and which they want to ignore for each particular score. That way, a report can focus on specific details, or include lots of data.

Interested parties can request a free demo on the company website at www.natero.com.

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