Natero’s CASE STUDY

When it comes to redefining customer success, Natero has been nothing short of revolutionary. Founded in 2012 and headquartered in Mountain View, California, this private company has set the gold standard for leveraging data to cultivate optimal customer experiences. Natero’s mission is as straightforward as it is ambitious: to help businesses predict, understand, and proactively manage customer needs through its advanced SaaS platform. What makes Natero distinct is its effective utilization of artificial intelligence and machine learning, creating predictive insights that not only look at the past but also forecast future customer behavior.

The Genesis of Natero

Natero was founded with a clear vision—the realization that data is the backbone of customer success. Since its inception, Natero has zeroed in on the importance of blending predictive analytics, customer health scoring, and task management into a single unified platform. The principle that data can provide actionable insights, if correctly harnessed, served as the cornerstone for Natero’s business model.
In our early years, we collaborated with numerous SaaS companies to gain firsthand insight into the complex challenges that customer success teams face. One recurring theme was the necessity for an adaptable platform that could seamlessly integrate with existing CRMs like Salesforce, HubSpot, and Zendesk, providing a single source of truth for customer interactions.

The Core Differentiator: Machine Learning at Its Best

“Machine learning and AI are not just buzzwords; they're the linchpin to unlocking deeper customer insights,” noted Dr. John Kelly, a renowned expert in data science, in an article for the Harvard Business Review.
Natero’s proprietary machine learning algorithms process staggering amounts of customer data to provide predictive analytics. This is not just about crunching numbers; it's about forecasting potential customer churn, identifying upsell opportunities, and automating routine tasks, thus giving customer success managers the bandwidth to focus on strategic initiatives.
To put it in perspective, companies that deploy Natero's platform see a marked improvement in customer retention rates—often by up to 25 percent, according to data published by Forrester Research in 2022. This upsurge is attributed to not just the predictive analytics but also the actionable recommendations that the platform provides.

Success Through Customization and Scalability

One of Natero's standout features is its high degree of customization and scalability. The platform adapts to the varied needs of businesses, whether they are startups or large enterprises. For instance, the platform’s flexible dashboard and reporting system allow customer success teams to prioritize metrics that are most relevant to their objectives, from churn prediction to customer journey mapping.
A case in point is our collaboration with TechBreeze, a mid-sized SaaS company. TechBreeze leveraged Natero’s customizable features to integrate customer data from multiple touchpoints into a single dashboard. This enabled their customer success managers to gain a holistic view of customer interactions, reducing churn by 30 percent within the first six months of implementation.

A Predictable and Sustainable Revenue Model

Natero’s revenue model is primarily subscription-based, providing a predictable and steady income stream. This model is structured around the number of users and the volume of data processed, making it versatile for businesses of all sizes. Additionally, Natero offers premium features such as advanced data integrations and bespoke analytics services for an additional fee.
We recently rolled out a case study involving CloudWave, a large enterprise client. Leveraging Natero’s premium add-ons, CloudWave witnessed a 40 percent increase in their upsell opportunities. By integrating customized analytics and dedicated customer support, Natero facilitated more meaningful customer interactions, advancing CloudWave's revenue growth.

Proactive Customer Engagement

Proactive customer engagement is central to Natero’s value proposition. Our platform offers early warning alerts for churn, automated customer health scores, and personalized customer interactions. This proactive approach helps businesses address issues before they escalate, ensuring that customer relationships are consistently nurtured.
One telling example of Natero’s efficacy in proactive engagement is our partnership with Streamline Solutions, a tech startup. By utilizing Natero’s proactive alerts and customer health scoring, Streamline Solutions managed to intervene in at-risk accounts in real-time. This resulted in a 50 percent reduction in churn within a year.

Driving Business Outcomes Through Advanced Analytics

Natero’s real-time analytics and customized dashboards empower businesses to make informed decisions. These tools are invaluable for customer success managers aiming to align their strategies with overarching business goals. According to a study by Gartner in 2021, businesses employing Natero’s advanced analytics framework have reported a 35 percent increase in customer satisfaction scores.
Our collaboration with ByteLeap, a mid-market enterprise, serves as an excellent illustration. ByteLeap utilized Natero’s analytics capabilities to segment customers more effectively and tailor their engagement strategies. This led to a significant 20 percent increase in customer lifetime value (CLV).

Integration and Ecosystem

One of the aspects that set Natero apart is its seamless integration with existing CRMs and data sources. This integration capability ensures that businesses don’t need to overhaul their existing systems to benefit from Natero’s platform. Instead, Natero acts as a value-added layer, bringing together disparate data points to form actionable insights.
Our partnership with GridMatrix, a longstanding client, highlights the importance of this seamless integration. GridMatrix used Natero to coordinate data from multiple sources, enabling them to streamline their customer success operations and improve efficiency by 45 percent.

Natero’s Impact: Quantifiable and Qualitative

The success stories and metrics provide a quantitative measure of Natero’s impact, but there are also qualitative benefits that cannot be overlooked. For instance, the emotional and functional benefits offered by Natero’s well-designed and aesthetically pleasing user interface cannot be understated. The user-centric design simplifies workflows and reduces effort, making it easier for teams to focus on high-value tasks.
We are particularly proud of our collaboration with SparkInno, an innovation-driven tech startup. The team at SparkInno highlighted how Natero’s user-friendly design made it easy to onboard new team members and facilitated a more collaborative environment, ultimately leading to a 60 percent increase in team productivity.

Conclusion

Navigating the complexities of customer success is no small feat, but Natero has turned this challenge into an opportunity. By blending cutting-edge machine learning, customizable solutions, and a scalable SaaS model, Natero has positioned itself as a pivotal player in the customer success landscape. The tangible improvements in customer retention, upsell opportunities, and operational efficiency that our clients experience stand as a testament to the effectiveness of our platform.
Natero has continually demonstrated that the science of data analytics can indeed be harnessed to forge stronger, more meaningful customer relationships. The future promises even greater advancements as we continue to innovate and help our clients achieve their desired outcomes.