Customer success made easy
May 11, 2017

Customer success made easy

Ewen Fortune | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Natero

Natero allows VividCortex to see a complete view of customer health, allowing account managers, success managers, and support to intervene before problems occur and ensure our users get the maximum value from our own productivity. The same data enables engineering and product management to make intelligent data based decisions, improving and optimizing our application.
  • Intelligent health scoring
  • Data analysis
  • Productive one stop account view
  • Some of the integration could be more automated
  • More out of the box charts would be useful
  • Visibility - We can now see in one place the many dimensions of customer health
  • Focus - Knowing who is in trouble and how that affects the business means teams can focus on key accounts
  • Insight - Natero shows the effectiveness of common actions, therefore we can improve processes over time
Natero is specifically built for customer success, other tools are merely capable of some of its functions. A tool like Pendo does a great job at aiding the product manager and helps to identify features and modules that are popular, but this doesn't translate into customer health. Salesforce is the gorilla, which attempts to do everything, but is really best at its original job of CRM.
Customer Success - If you want to measure your customers success and your own efforts to improve it, Natero gives you all the data necessary to build a data driven success operation. Natero is especially well suited to products which have a medium touch rate where blending behavioral data from click tracking and relationship data such as email, chat and phone call can be combined to create a bespoke portrait of the customer is appropriate. Situations such as massive mobile application deployment to near anonymous users would be better using something else.

Freshsuccess (formerly Natero) Feature Ratings

Product usage
10
Help desk / support tickets
10
NPS surveys
7
Sponsor tracking
Not Rated
Customer profiles
10
Automated workflow
10
Internal collaboration
10
Customer health scoring
10
Customer segmentation
10
Customer health trends
10
Engagement analytics
10
Revenue forecasting
7
Dashboards
7
Role-based user permissions
7
API
10
Integration with Salesforce.com
10
Integration with Marketo
Not Rated
Integration with Eloqua
Not Rated