Natero

4.1
(48)

Natero helps Customer Success Managers prevent churn, increase account expansion, and manage more customers with less effort.

Work for Natero?

Learning about Natero?

We can help you find the solution that fits you best.

Natero Reviews

Ask Natero a Question
Write a Review
Filter Reviews
Filter Reviews
  • Ratings
  • Company Size
  • User Role
  • Industry
Ratings
Company Size
User Role
Industry
Showing 48 Natero reviews
LinkedIn Connections
Chris M.
Validated Reviewer
Verified Current User
Review Source
content

"Great Tool for Fast Growing CS Teams"

What do you like best?

Natero allows you to custom configure health scores in order to factor key variables in the most appropriate way for your business. In addition to the Health scores, Natero gives us the ability to predict the complexity of customer projects based on the customer profile. This 'complexity score' helps us understand the scope of our accounts and ensure we assign the correct resources and most meaningful success plays for each customer. In all, Natero enables our Customer Success team to proactively engage with customers and create deeper, more value-driven relationships.

What do you dislike?

The email workflows are currently on the weak side compared to other tools in the market but they are consistently improving all functional areas.

They do not have native NPS functionality so you have to use a 3rd party tool and integrate. Its easy enough to integrate but built in NPS would be nice to have to reduce the number of vendors.

Recommendations to others considering the product:

Be prepared for a longer 'burn-in' period than you anticipate. The setup and configuration itself takes a little bit of time but no longer than I would expect from any tool I would use to run my CS org. However, you will want to also work with your team to validate the accuracy all incoming data to make sure you have selected the correct data points from you existing system. You will also want to work closely with your CS team to build the dashboards with the data points that speak best to them and how they manage their portfolios. Natero has the flexibility to do a ton of things but you have to figure out the subset that will work best for your situation and that takes time, trial, and iteration.

What problems are you solving with the product? What benefits have you realized?

Central management platform of customer success. We manage health scores, renewals, communications, and escalations all in Natero. Prior to Natero we had spreadsheets everywhere and had to spend a lot of time going to various data sources in order to pull reports for sales, product, CS, etc. Now we can quickly generate reports straight from Natero.

Sign in to G2 to see what your connections have to say about Natero
Michael W.
Validated Reviewer
Verified Current User
Review Source
content

"A flexible and robust tool that has facilitated automation and accountability of our CS team."

What do you like best?

Natero has a ton of logic, a ton of flexibility, and is very easy to use. The tasks, alerts, and workflows have made the the Customer Success day to day much more fluid. At a higher level, we are able to track and follow up on tasks to make sure they get done. Before Natero, we had limited visibility of the customer experience. Now, however, we can proactively catch suffering customers to turn their experience around. The best functions of Natero have to be: Alerts, Custom Dashboards, Custom Dimensions, and Computed Metrics... And I can't forgot Echo - she is amazing! So responsive and knowledgeable!

What do you dislike?

The initial set up is complex and cumbersome. You must be extremely thorough in identifying each data point you want captured. With a tool this smart, however, this is to be expected.

Recommendations to others considering the product:

It's a great tool. Just prepare the set up properly, and use the support team - they are very good!

What problems are you solving with the product? What benefits have you realized?

Again, the automation around the Customer Success department's day to day is a huge benefit for us. The enhanced visibility has made our Customer Success team more informed when speaking to clients. Our days are data driven, setting our daily agendas with very specific targets in mind.

What Customer Success solution do you use?

Thanks for letting us know!
Supreet K.
Validated Reviewer
Verified Current User
Review Source
content

"Easy to use tool to capture progress regularly"

What do you like best?

Earlier, we used to capture a lot of account related stuff on Google Sheets. That was okay for a small team, but as we scaled from a team of 4 to 20 (and still growing) - things started getting difficult and we realised we needed a proper Customer Success tracking tool to capture all of our account related updates, actionables, goals, tasks and track them on an ongoing period.

The tool is easy to use - has several dashboards that give quick overviews, integration has easy and Natero can capture data from multiple sources which eventually decides the account Health Score - an important tracking metric for any CS team.

What do you dislike?

At times, the tool becomes slow and unuseable. Some of the data points take longer than usual to sync.

Recommendations to others considering the product:

It's a solid tool if you are looking to track progress of your Customer Success team at regular intervals. A one stop solution for any growing business to take stock of your accounts.

What problems are you solving with the product? What benefits have you realized?

It's been pretty great overall. I am now -

- better able to assess progress with my accounts

- see all my weekly calls, updates in one place

- take action on any red flags immediately

- manage upsell/churn effectively

- see all client communication in one place

Joe M.
Validated Reviewer
Verified Current User
Review Source
content

"Great tool to manage the success team."

What do you like best?

Ability to create reports and health factors to manage the team on a weekly basis. Integration with our SaaS platform for customer user stats relevant to success. Integration with our other SaaS application tools for billing, contract renewals, customer communications, etc. One place for all of our critical success factor information.

What do you dislike?

Can be overwhelming at first to configure. Recommend phasing roll out of core capabilities. I started with health reporting and configuration of health factors. Moved onto onboarding tools such as workflows. Then moved onto Task management.

What problems are you solving with the product? What benefits have you realized?

One place to manage Customer Success teams for onboarding, health, and expansion of customer accounts. Ability to snapshot customer health tied to a few key factors. Ability to use our business metrics to measure and track customer health. We've been able to better prioritize which accounts to focus on weekly and build a specific strategy for account next steps based on the consolidated data within Natero. Also, great place to identify and track PlayVox configurations and features by customer site.

Christin E.
Validated Reviewer
Verified Current User
Review Source
content

"Flexible and Robust Data Segmentation & Adoption Metrics"

What do you like best?

Natero can accommodate our large and complex data set (250k+ accounts within a multi-tiered hierarchy structure). Our data required significant 'cleansing' as Natero easily highlighted the deficient areas in our data governance plan once we were able to see all of the data sources married together.

What do you dislike?

We have a unique business model where we assess the behavior of the children but report the results to the parents and sub-parents in the hierarchy.

We would like to be able to tie accounts together from a reporting standpoint that may not necessarily have dimensions in their data that tie them together. (i.e. "this brand and that brand are owned by the same global parent therefore we'd like to review the portfolio as a whole".

Natero has been more than willing to review our use cases and suggest current solutions as well as enter items into their roadmap .

Recommendations to others considering the product:

Third party tools will often check many but not all boxes during the RFP phase however I was looking and have found a partner that is willing to listen to our use cases, suggest options and incorporate suggestions into a roadmap. Many of the suggestions made have been added to the product for GA within two to three quarters.

Natero is quite robust and can easily overwhelm a team and as a result, I recommend carving out a specific use-case and a team of open minded individuals for an initial soft launch. To encourage internal adoption, I created 'homework' assignments for the CSM Team as having them interact in a hands-on fashion was more beneficial to their understanding and retention over 'show-and-tell' type training.

What problems are you solving with the product? What benefits have you realized?

We have products and customer accounts that range from a small engagement size to the opposite end of the spectrum with our global/enterprise accounts.

In our Commercial space, we have established a 30/60/90 on-boarding campaign program to support new customer where no CSM is assigned. Based on the behavior or lack of behavior/adoption, we can automatically trigger a custom message to encourage action, thereby increasing adoption and ultimately reducing churn.

We recently launched a new web-only product offering that requires no customer touch from our internal teams. The Natero Custom Dashboard for this project acts as the primary source of leadership team updates in terms of number of new enrollments, adoption criteria, conversion to a paid version and MRR associated with the product. The data is fresh and presented in a self serve model to internal stakeholders in a format that is easily understood and doesn't require full Natero training.

Disha A.
Validated Reviewer
Verified Current User
Review Source
content

"Must Have for a Customer Success Team"

What do you like best?

The biggest problem we were trying to solve was the inability to connect various data sources like billing, app usage, login information, product adoption together to give a common story. Natero helped us solve our core problem and then the insights that we could pull out of it were incredible.

What do you dislike?

There is nothing to dislike, but how it can improve in terms of making the platform easier to be used. Navigation could be improved and more intuitive.

Recommendations to others considering the product:

Make the tool simpler and sometimes the load time is too much when the data is more than 200 rows.

What problems are you solving with the product? What benefits have you realized?

Connectedness of data and the ability to create alerts and tasks based on the same. This has helped us proactively reach out to clients when we realized that they might be losing interest and need a boost.

Courtney C.
Validated Reviewer
Verified Current User
Review Source
content

"With clear goals, Natero can be your CSM team companion"

What do you like best?

We bought Natero with two distinct needs- 1.) the ability to create health scores that would help alert the CSM team to issues before they might find them themselves and 2.) alerts/workflows to help keep our CSMs on a regular proactive outreach schedule keeping the account healthy. Both of these goals have been met with Natero after taking the time to set that up and work with our team to make Natero part of their daily routine. We like the flexibility of Natero to create what we want, but also feel supported with materials to help us get there.

What do you dislike?

If you want a system that is out of the box ready to use, you will not find that here. There is a bit of extensive setup needed (which makes sense for the nature of this product and needing to connect to all your systems). It is very much a "skys the limit" situation which can be both a blessing and a curse depending on what you are looking for.

What problems are you solving with the product? What benefits have you realized?

We were trying to eliminate poor CSM behavior (lack of proactive outreach, being too late to the game realizing there is a problem) as being an indicator for churn. We are trying to create a world class CS team, and we needed these extra data points and checks and balances for our team to keep on task. This is more than just what we get from our CRM Salesforce, this allows for that proactive work as well that a CSM needs to be doing.

Kent P.
Validated Reviewer
Verified Current User
Review Source
content

"+1 to Natero"

What do you like best?

Natero has given us insights into customers that we've not been able to get with our platforms, at least reliably anyway. Having an active bead on what our customers are doing and when they aren't using our product has made us more proactive and stronger as a team. As a manager, it's given me a better holistic view of our clients and CSMs. Which, in turn, has allowed us to create more efficient processes using workflows, and test new things with alerts and playbooks.

Their internal Customer Success team has been great and are super responsive.

What do you dislike?

Creating custom dashboards can be a bit of a pain since you have to chart the data elsewhere first. Also, I wish if I edited a client profile in Natero, it would stick, regardless of what our native system of record said. We have some unique clients... :)

What problems are you solving with the product? What benefits have you realized?

We were really looking for a solution that gave us deeper insights into customer health and creating processes around what to do in given situations. On top of that, we wanted to be able to track our customer lifecycles and take advantage of success when we saw it. Any CSM will tell you, timing is everything.

Drew J.
Validated Reviewer
Verified Current User
Review Source
content

"Productivity Up at least 40% and CSM Quality of Life is so much better! "

What do you like best?

Prior to Natero, we used multiple systems to manage customer success and our productivity and general quality of life (day to day) were difficult. Once we got Natero up and running it started to make an immediate impact from the simple things like having a single view of an Account to the full day to day management of our activities (alerts, workflows, and tasks). My CSMs are now spending time proactively working the accounts vs trying to gather details and remember where they left off. We are all much happier now!

What do you dislike?

As in any platform or product, there is some quirkiness but nothing that causes me to cringe. The Natero team has been addressing things directly and have even rolled out some specific feature requests.

Recommendations to others considering the product:

If you are not using a Customer Success Tool like Natero, you are doing it wrong! Implementing Natero will make you reevaluate the way you are managing your customers and all your process. Then with the Natero platform, you can establish better, stronger, and faster ways to serve your customers. Once Natero is up and running the ROI will be knocking on your door!

What problems are you solving with the product? What benefits have you realized?

Ability to see a holistic view of an Account and all data coming into one view.

Executing step by step process to make it easier to delight our customers

Ability to see exactly what our customers are using in our platform

Driving proactive behavior of my CSMs through Alerts, Workflows, etc.

Jackie S.
Validated Reviewer
Verified Current User
Review Source
content

"I'd recommend!"

What do you like best?

My favorite part of Natero is the workflow functionality. It's really nice to have a clear visual of where your customers are in a process. For us, it's onboarding. I'm a visual person and it was important to be able to quickly see where we need to follow up with someone.

What do you dislike?

Some of the targeting/lists can be a bit confusing to set up. They make my head spin a bit, since I know it can do what I want, I'm just not sure how to get there. I also wish their training was shorter and more interactive. I learn by doing :)

Recommendations to others considering the product:

The hardest part of our integration was understanding our own data. However, the support from the Natero team is great and you can really customize the tool to meet your needs. We're set up a lot of neat alerts and tasks unique to our users. They also have a lot of integrations which fit our toolkit well.

What problems are you solving with the product? What benefits have you realized?

We use Natero to combat churn and create internal process. Customer success is the newest team here and it's great to show the rest of the team the amazing process we've set up. Also we have a clear view into the health of our customers.

Robert D.
Validated Reviewer
Verified Current User
Review Source
content

"Basic CSM Platform"

What do you like best?

Dashboards are simple and easy to understand.

Account views give easy access to relevant information and its fairly easy to edit.

Natero team is extremely responsive (based on my review here, Natero reached out and we were able to address and fix a couple of the bugs I mentioned below).

What do you dislike?

Some of these may be a result of us not understanding the setup (which is itself an issue) but:

What can and cannot be edited on the account page seems somewhat random. Some fields show as editable but aren't actually editable.

Setting up recurring tasks takes full admin privileges. I've gone back to using Salesforce to set up account tasks because of this.

Actually building a dashboard is a chore. You have to first create either a chart or list, and these builders are confusing and limited, and then use those charts and lists to build a dashboard.

It doesn't appear you can have multiple email addresses or phone numbers on a contact.

Data in the Portfolio Performance chart is not accessible. It's great to see how revenue flow is doing overall, but it's a useless chart because you can't get to the data to break it down.

Performance is also an issue. Pages can be slow to load, and they've had 2 major outages in the 3 months we've been using Natero.

Recommendations to others considering the product:

If your CS team is fairly basic and you as a manager give them their exact daily tasks (they're basically automatons), Natero will help you keep them accountable. If your team is independent and built out of power users, they will be frustrated by Natero's limited UI editing.

What problems are you solving with the product? What benefits have you realized?

Insight into account health, bringing together financial and platform data to build a good picture of how the account is doing.

Anthony C.
Validated Reviewer
Verified Current User
Review Source
content

"Great features, even better support"

What do you like best?

Very hard to pinpoint as there are many. Really enjoy the option to upload almost any metric you would like via their API upload. Being in the CX industry, I can say that their support is top notch, in particular Echo Song was extremely helpful. She has always guided me through every question, very hands-on, and makes certain of our satisfaction.

What do you dislike?

I'd like custom units of measurement with the customer dimensions such as %, other than that they take feedback for product enhancements very well and I'm confident they will deliver.

Recommendations to others considering the product:

Make sure you ask questions on the things you want, there are many options, and it is easy to miss some of them.

What problems are you solving with the product? What benefits have you realized?

It's an excellent way for us to put all of our success metrics into one place and generate a common score the entire organization can agree on. Before it was spread out on many spreadsheets with many different measures for what success looked like.

Landon R.
Validated Reviewer
Review Source
content

"Natero is pretty great overall!"

What do you like best?

One of my favorite softwares is Natero because it is an excellent data management software for the success of the client. Natero offers a range of functions that include workflow management, customer data and health score, complete integrations, predictive analysis, control panels and others, in a single unified platform, which is very educational and easy to use. In addition, Natero offers a predictive analytics service that automatically identifies customers who need attention.

On the other hand, Natero has allowed us to centrally manage all tasks, milestones and alerts related to intuitive workflows to manage the incorporation, adoption of products and more.

It is for this reason that both my company and I believe in the potential of this product.

What do you dislike?

I can not provide negative comments about this product, since the complexity of this type of product and the data it collects are relatively easy. It would have been a good idea to have a more direct supportive participation with us in the integration process to accelerate the process. Although we had a lot of interaction with the incorporation team, I think we could have accelerated our incorporation process in particular if we had a dedicated person to walk with our company.

Recommendations to others considering the product:

I recommend Natero to anyone who wants to improve their business performance!

What problems are you solving with the product? What benefits have you realized?

We obtained more than we anticipated with the help of Natero in our company, obtaining very favorable results for the company. We obtained greater visibility with integrated capacity to manage the entire life cycle of customers. In addition, custom account panels and individually designed workflows make choosing Natero a true game changer and allows us to implement a great success!

Michael L.
Validated Reviewer
Verified Current User
Review Source
content

"Natero - a feature rich BI solution worth your time"

What do you like best?

One of the best aspects of Natero is the ability to track the usage of modules and features that customer's are using, to really build a customer profile and understanding of how our platform is being used. The automated emails are great for getting end user feedback and providing information and updates. Being able to generate your own custom dashboards and graphs are splendid as well, especially when presenting information to coworkers.

What do you dislike?

The solution overall is great, the only downside I've come across is not being able to track some of the custom dimensions added to accounts for usage.

What problems are you solving with the product? What benefits have you realized?

We wanted a better understanding of our customers and which features and functionality were most used by them, and also the flip side - which features were not as used, that we could improve on and shape better. This has allowed our company to make better business decisions when allocating development resources and also has allowed us to more effectively engage with our end users to discuss their needs.

Katie G.
Validated Reviewer
Verified Current User
Review Source
content

"The best CSM software platform"

What do you like best?

Natero enables the best tools you would expect from a CSM platform, enabling CSMs to be proactive and growing customer accounts and managing risks. Team members can utilize task management, dashboards, emailing to improve adoption, advanced permissions / a robust health score and more. Due to their experience as an original Business Intelligence platform, the tool blows other CSM platforms out of the water with reporting capabilities. I've been extremely impressed from the start and their team has been such great partners to work with - always going the extra mile to make sure we're satisfied and taken care of. Couldn't recommend them more as a vendor!

What do you dislike?

Since they're still growing as a platform, there are some features you would expect from the robustness of their tool that aren't yet there (like reporting by quarters vs. months, for example). With that said though, whenever we've had a valid feature request they believe other clients would benefit from as well, they're incredibly flexible with adding the request to their roadmap and actually living up to the timeline 'estimates' they report.

Recommendations to others considering the product:

If you're looking for a robust tool to not only empower CSMs but other people in the organization - such as sales and product - about customer product adoption and growth opportunities, Natero is a great find.

What problems are you solving with the product? What benefits have you realized?

We've been able to solve significant challenges with reducing manual work for health score tracking, improving our proactive capabilities, having visibility into product health and more.

Christopher M.
Validated Reviewer
Verified Current User
Review Source
content

"Great product with an even better customer experience."

What do you like best?

I think the best part of the solution is the team that supports their customers. They never give up on delivering against my sometimes unrealistic expectations. If it can be done, or if it is a non-standard scenario, they will find a way to get me what I need to support my own customers.

What do you dislike?

There are some items that I would like to be able to customize to suit my needs, but every solution is going to have something.

Recommendations to others considering the product:

If you want to not only know where a customer is, but where they were, and where they are going, Natero is the answer for you. I have an insanely complex scenario, including multiple Salesforce instances, and even more products. Natero is helping me put it in a single pain of glass, and they can help you as well.

What problems are you solving with the product? What benefits have you realized?

Being able to track and alert on trends. None of the other solutions I have evaluated have allowed me to do that... Except Natero.

Francisco C.
Validated Reviewer
Review Source
content

"the best customer manager"

What do you like best?

Today Natero is a very essential product. It unites several different data sets and presents them as a unified indicator of customer support and management. the natero have done a very good job of creating a team and process that can get a new client from A to B. For the most part, the implementation everything is well attended - with only the instances of data problems at our end decreasing the things down or complicating the process.

What do you dislike?

I have nothing against, just believe they could improve the support in the integration part

Recommendations to others considering the product:

for you who need a program to manage your customers, sales, monthly performance, integration improvements, with other functions is perfect we highly recommend

What problems are you solving with the product? What benefits have you realized?

Today, our solution for the use of the natero is to integrate with our client base in the part manage, generating reports, sales, monthly performances, data comparison, renting of old and new customers

Brenan K.
Validated Reviewer
Verified Current User
Review Source
content

"Natero in a SaaS Exchange"

What do you like best?

I like the premise and configuration options around predictive modeling. This tool has enabled us to completely change the way that we manage accounts and scale the number of accounts disproportionately to the number of customer success managers.

What do you dislike?

The implementation seems slightly naive and requires significant user configuration. The time to integrate was significant. There were three main factors: we were not able to devote full time engineers to the project, the amount of data required was substantial, and, as such, required significant infrastructure to support the aggregation and transmission of that data.

Recommendations to others considering the product:

Think about your data infrastructure, improve it, and abstract the data layer to be consumed by Natero and other applications.

What problems are you solving with the product? What benefits have you realized?

We are solving the problem of customer health levels and churn probability. Prior to Natero we only had gut instincts on both. We have been able to identify clients in decline more more quickly and with greater precision. The decline metrics are much more accurate than the churn metrics for us so far. That may be a factor of the number of churned accounts we have, which seems relatively low.

UM
User in Marketing and Advertising
Validated Reviewer
Review Source
content

"Solid tool"

What do you like best?

I really enjoy Natero's workflows, they make progressing through onboarding fun.

Lots of filtering and customization options.

Good help center.

What do you dislike?

The list builder, chart explorer, and dashboards are all the same thing but you have to set them up in different places. First make a list in the list explorer, then build a chart with the list in the chart explorer, and then add your chart to the dashboard. Seems like this could be condensed. But now that I know how it works I don't have much issue with it.

What problems are you solving with the product? What benefits have you realized?

We've been having major struggles getting contract end dates/renewals in the system. If a client pays monthly for a 1 year contract it looks like they are up for renewal every month. This is a combined effort between our billing providers and crm, but it seems like there could be a better way within natero.

Jennifer L.
Validated Reviewer
Verified Current User
Review Source
content

"5 stars from day 1"

What do you like best?

From the initial demo to onboarding and today with ongoing support, the Natero team has been fantastic. I always feel that I can count on a timely response that is thoughtful and effective. The Natero team delivers a true sense of partnership and ownership in my success.

What do you dislike?

For me, there was an initial steep learning curve getting to understand and utilize the software.

Recommendations to others considering the product:

Slight learning curve, very helpful resources to help and worth it.

What problems are you solving with the product? What benefits have you realized?

To gain insight into our customers via data so we can best shape our product for them. The ability to reveal surprising and unexpected data is most valuable to us today.

AC
Administrator in Computer Software
Validated Reviewer
Review Source
content

"Echos of Success"

What do you like best?

The platform is as simple or as complex as desired. Integrations are seamless. Reporting functionality is top notch. Support is unmatched, Echo Song is priceless. I would implement this solution into my families home life if I could.... and I just might!

What do you dislike?

The only thing I can even come up with as a "dislike" and it is still a positive. It is that the Natero platform has so many effective features, apps and processes that one would be hard pressed to become a pro on them all.

Recommendations to others considering the product:

Trial it...ask questions... subscribe. You will not be disappointed.

What problems are you solving with the product? What benefits have you realized?

As a small CS shop in a startup we wanted a big time solution on a start up budget. We got more than we anticipated in the area of immediate positive results for the CSM's. Increased visibility with integrated ability to manage the entire life cycle of customers. Individually designed custom account dashboards and workflows makes choosing Natero a true game changer and allows us to implement repeatable success

UC
User in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Natero is great for keeping track of customers"

What do you like best?

It's a great source for getting information about all my customers in just one spot. It's easy to customize views and the team at Natero is so great with the feedback we give them. As we get more and more familiar with the software it's become a very powerful tool for us to make sure that we are giving our customers the right amount of attention.

What do you dislike?

There have been a few features that have been hard to use such as editing account information but as mentioned above, the Natero team is very open to feedback and they are constantly working to improve their product.

What problems are you solving with the product? What benefits have you realized?

The main reason we needed a platform like Natero was keeping track of all our customer information in one place without having to jump back and forth between different platforms. Natero's been great at that so far and it's so much easier now to keep track of the customers in my portfolio. With the new features they're adding, such as tasks, it's even easier to keep on track of the day to day work I have to do.

AC
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"A great customized tool for your customer success!"

What do you like best?

The flexibility to splice the data any way we want it, which gives us the visibility we need to make decisions on the fly. Also, we love the ability to create custom workflows so our teams can easily troubleshoot danger accounts.

What do you dislike?

For us, it took a few months to fully integrate all our sources of data and really be able to get the metrics we wanted to measure. After that, it took a while to calibrate the quality of the metrics.

Also it wasn't as user friendly as we liked, so our team took a while to fully adopt it to their daily workflow.

Recommendations to others considering the product:

If you're looking for a customized solution for your customer success needs (and don't mind spending some time on overhead implementation), you should definitely give Natero a look.

What problems are you solving with the product? What benefits have you realized?

We use it daily to track customer health, identifying high risk accounts that are likely to churn. Natero gives us a very thorough insight on each customer's status and as a team we use do our weekly planning around this data.

AI
Administrator in Internet
Validated Reviewer
Verified Current User
Review Source
content

"Natero is a giant killer, disrupting a space that needs it."

What do you like best?

Full customization and powerful queries. This thing is powerhouse and the team is so responsive to questions and fixes.

The ability to segment health scores is a game changer. The ability to define custom metrics and develop formulas based off of existing data allows you to analyze data in new ways you only dreamed of.

Everything is exportable, so if you are more comfortable in Excel you can always pull your information right from a report.

Above all the team is responsive to feedback and the support I've received from the top down is exceptional. I've had multiple calls with their C-level folks to iron out issues and have found them to be amazing in that regard.

What do you dislike?

Spit and polish, they are a relatively small outfit so that is to be expected. The reporting dashboard could use some focus to make reports more easily accessible and combined into dashboards.

They're moving at fast pace so sometimes their documentation and resources are a few steps behind of their development.

Recommendations to others considering the product:

Go for it, don't waste your money anywhere else. I've used other tools and have demoed the industry standards and none of them stack up.

Natero is the best thing going out there and if you're considering anything else do not pull the trigger until you give these guys a try.

What problems are you solving with the product? What benefits have you realized?

The ability to provide full insights into customer behavior, we can report on any dimension across any number of customer segments.

Prasanna B.
Validated Reviewer
Review Source
content

"CHANGING THE GAME : NATERO"

What do you like best?

Learning the ropes for Natero and the tool proving to be very useful to Customer Success, I thought I’d share how useful it is for us. If you play a Customer Success role then Natero could prove to be an indispensable tool.

Natero, primarily meant for Customer Success Managers(CSMs) has its benefits easily extending to cross-functional teams. Providing proactive signals on status of accounts, Natero helps CSMs decide who to engage with. Obtaining “customer advocacy” being the core function of a CSM, Natero enables CSMs to easily identify such customers.

‘Custom Dimensions’ helps teams to port data into Natero. This provides a single pane view for all information related to an account. You can specify criteria to create custom views and see accounts that you are interested in monitoring. Natero generates proactive alerts so that CSMs can immediately initiate required corrective action. Natero also allows you to plot charts for custom metrics, providing CSMs a good perspective on the Account’s life-cycle. It can also provide support agents with account information right at the time of viewing a ticket in their helpdesk. This provides support agents with more context and helps them take decisions faster.

The deal clincher was the fact that Natero allows us to push unlimited # of events out of which we can derive insights using Natero dashboards. All other CS tools out there in the market are priced based on # of events that you send. Natero was the only tool with seat-based pricing. Considering the scale at which Freshdesk operates, Natero became the natural choice.

What do you dislike?

Its been 1 year and iam still trying hard to find what i dislike :)

Recommendations to others considering the product:

Just go for it :)

What problems are you solving with the product? What benefits have you realized?

Benefits are summarized here:

http://blog.natero.com/freshdesk-selects-natero-customer-success-platform

Quentin D.
Validated Reviewer
Verified Current User
Review Source
content

"A good CSM software to manage large number of clients"

What do you like best?

The Customer Success is always available to help us, and when there was feature missing they worked on it to develop it as fast as possible.

What do you dislike?

As a still young company there is sometimes missing features but the team is always doing its best to solve our issues.

What problems are you solving with the product? What benefits have you realized?

We have a large customer base and Natero helps us to keep track on everything we do with our customers.

Danielle F.
Validated Reviewer
Review Source
content

"First time user - Good results! "

What do you like best?

Beautiful interface, good customer support. Love the integration with mixpanel so that you can track who is using, look at what they are using and tie that into a Health Score. The workflow feature is also easy to use and very flexible.

What do you dislike?

Some attributes are not intuitive. For instance, adding accounts is cumbersome and sometimes results in glitches. Additionally, it is difficult to easily edit aspects of an account when you're looking at the overview page. More integrations (such as Trello or Slack) would be great too.

What problems are you solving with the product? What benefits have you realized?

We are trying to organize the onboarding and engagement flow for our customer success team. Ideally, we want Natero to be one stop database not only for all client information, but also for all workflows relating to client engagement.

UC
User in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"interesting tool"

What do you like best?

since i used this on a trial basis, my best liked features will be minimal. The amount of detail is great, being able to see possible churn, possible upsell opportunity is great. The alerts are awesome, no need to set one

they auto set. I also like the different dash boards and the information they provide.

What do you dislike?

we stopped using natero due to the repetitiveness of certain actions. we use salesforce right now and

Natero is not aligning with SF enough to eliminate duplicate actions, also, we need Matero to draw from the Opportunity level not the Account level and currently it's not able to do that.

What problems are you solving with the product? What benefits have you realized?

we were hoping that Natero would simplify and streamline our renewal activities and populate those activities to salesforce.

Rachel P.
Validated Reviewer
Review Source
content

"Saves so much time!"

What do you like best?

Overall it's a great system and easy to get help when needed. I love the ability to mass email all my clients and set up the healthscores the way I want!

What do you dislike?

I wish there was more customization for some tasks I want to achieve and the ability to set up default views.

Recommendations to others considering the product:

Check them out on LinkedIn and read some of their super helpful blogs!

What problems are you solving with the product? What benefits have you realized?

Efficiency, time saving.

UC
User in Computer Software
Validated Reviewer
Review Source
content

"Natero Review"

What do you like best?

I love that we can setup Natero to email us alerts if accounts hit certain metric thresholds. This has been great for alerts on renewal dates or accounts that we have not contacted within a month or so.

What do you dislike?

I dislike the amount of setup that it takes to get things up and running how we've needed them. There's a lot of functionality here, but I wish that it was an easier experience getting things up to how we want them, especially the healthy/neutral/unhealthy account definitions.

Recommendations to others considering the product:

This is a great tool, but please expect to spend time setting up everything on the front end!

What problems are you solving with the product? What benefits have you realized?

We are using Natero to help maintain as many healthy accounts as we can. Natero has helped us gain more visualization into what accounts are succeeding and which ones are falling behind aside from the metrics that we use for a quick glance in our own system.

UI
User in Internet
Validated Reviewer
Review Source
content

"Client Behavioral Review"

What do you like best?

I like the bigger picture. I love that there is a software available that can help create algorithms that predict client behavior based on data queries. It helps to scale the amount of clients that can be handled by fewer people, making the team much more efficient.

What do you dislike?

The complicated customizations. Natero is still very new and building out the platform constantly. With that said, it is extremely difficult to match and insure each bit of necessary information makes it into the platform in a way that is useful to the team.

Recommendations to others considering the product:

Natero has fantastic potential but it needs to be scaled back to only perform the necessary duties. The platform is currently full of useless info that crowds the graphs and data that I truly need.

What problems are you solving with the product? What benefits have you realized?

As a client success manager, I have to balance my timing amongst clients. Some clients suck a lot of time, while providing very little benefit to the company. Others, who are partners should be receiving more time that we cannot create. The software is supposed to minimize the amount of contact that is needed and help redirect into a more deserving client.

Aman S.
Validated Reviewer
Review Source
content

"A product not only for CS but for the whole company!"

What do you like best?

The product is easy to handle and integrates with everything :)

Solves a lot of operational efforts and gives out amazing insights, the flexibility to formulate the Health for each account is amazing!

What do you dislike?

The experience has been great with sales, support, customer success and last but not the least THE PRODUCT.

What problems are you solving with the product? What benefits have you realized?

It has helped us scale our CSMs better, we have a centralized view of each account. An aggregated view to help us understand the health trend of our existing clients.

UM
User in Marketing and Advertising
Validated Reviewer
Review Source
content

"Natero Review"

What do you like best?

The best things I like our task alerts, configure account health score, predictive analytics, you can also filter sort Entex search, in the aggregation in segmentation analysis .

What do you dislike?

Some the things I don’t like are the customer email summaries do not exist, and the text analysis. Also the implementation for the tool took a long time in a great and we had to devote a bunch of team members just for this project alone.

What problems are you solving with the product? What benefits have you realized?

The biggest thing that we’re solving is churn, customer health levels have been an all-time high. Overall with this significant customer user base were able to stay on course With all of our customers.

UC
User in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"So so easy"

What do you like best?

Great service! We've been really guided through this whole process of making a decision and setting it up.

What do you dislike?

I am pretty happy with everything so far

Recommendations to others considering the product:

For start ups implementing their first CS tools, Natero is very helpful in getting setup.

What problems are you solving with the product? What benefits have you realized?

Implementing our first company customer success tool. Nateros integration service has been extremely helpful in guiding us through the technical process of doing this. Their process is clear, and well organized.

UC
User in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Natero user for the past few months"

What do you like best?

I like the quick view of the status of my accounts as soon as I log into the platform.

What do you dislike?

Some of the reports are a bit harder to find and the location is not necessarily intuitive.

Recommendations to others considering the product:

I would recommend being sure that all accounts are categorized correctly and you have all data integrated to the system in order to allow your team to make optimal use of the platform.

What problems are you solving with the product? What benefits have you realized?

Our client success team needs a way to evaluate the health of our accounts using multiple data sources and Natero solves that problem.

UI
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"Feedback for Natero"

What do you like best?

The Natero team is very responsive to my team's needs and quick to deliver on our asks.

What do you dislike?

How to work with the product and integrate it into part of my workflow process is not super clear. I understand the various features but do not have a good grasp on how to integrate this seamlessly into my daily process.

What problems are you solving with the product? What benefits have you realized?

To understand where my book of businesses stand, and where the team's accounts are at in the customer life cycle, and what actions are required to take the account to the next step.

Param V.
Validated Reviewer
Verified Current User
Review Source
content

"Great platform with excellent potential!"

What do you like best?

Platform is built on excellent BI technology and led by a great team!

What do you dislike?

UIUX is lacking to other competitors. It is not always obvious how to navigate the interface.

What problems are you solving with the product? What benefits have you realized?

We are identifying customers who have bought our software's licenses and not utilized, so we can engage with them to avoid downgrade/churn.

AC
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Great high-level tool"

What do you like best?

Natero is great for automating high-level alerts for accounts that you wouldn't want to pay attention to regularly.

What do you dislike?

Natero's chart tool leaves a lot to be desired. It is not very flexible or intuitive.

Recommendations to others considering the product:

Consider your use case for the tool before taking the time to fully implement, as upfront implementation is complicated and time-consuming.

What problems are you solving with the product? What benefits have you realized?

Natero is allowing our CSM team to scale, allowing for more clients per person at the same level of effectiveness.

CI
Consultant in Internet
Validated Reviewer
Verified Current User
Review Source
content

"Super friendly customer support"

What do you like best?

The customer support via email, Echo and Garth always reply on time and help us to the best of their ability

What do you dislike?

The UI could be better, I've seen some improvements since I began using it, but it feels too overwhelming and confusing at times

What problems are you solving with the product? What benefits have you realized?

Tracking our customer's churn. It's a good analytics platform and it has taken us more steps towards reducing churn than any other tool we've tried so far.

Jason X.
Validated Reviewer
Review Source
content

"Customer Success Lead"

What do you like best?

A perfect tool for high-touch customer success practice, and superb support.

What do you dislike?

Implementation and configuration are taking a long time to process and finish.

What problems are you solving with the product? What benefits have you realized?

Visualize each deal during the post-sale stage, as well as managing reoccurring charges. Mark up for upsell opportunity for CSM to work on during the cycle.

Jake B.
Validated Reviewer
Verified Current User
Review Source
content

"We use it to help us reduce churn"

What do you like best?

The UI is really nice and makes it very easy to get a quick overview.

What do you dislike?

The software is a little bit buggy at times

What problems are you solving with the product? What benefits have you realized?

We want to reduce churn

AC
Administrator in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Intuitive, flexible and great customer support"

What do you like best?

The UI is very intuitive. Even though it is a complicated product, it is easy to navigate around and find information related to each customer success representative.

What do you dislike?

The UI for defining health scores is clunky and a little unintuitive.

What problems are you solving with the product? What benefits have you realized?

We are trying to identify customers that are having issues using our product and proactively reaching out to them and providing them with support.

Ewen F.
Validated Reviewer
Verified Current User
Review Source
content

"Holistic Customer Success"

What do you like best?

Natero combines both data and human insight to give a very complete view of customer health.

What do you dislike?

Some small issues around the JS library mean it's a little harder to integrate for an SPA application.

Recommendations to others considering the product:

Try it.

What problems are you solving with the product? What benefits have you realized?

We need to know if our customers are getting value from our application, and understand the effectiveness of our actions.

UC
User in Computer Software
Validated Reviewer
Verified Current User
Review Source
content

"Excellent for monitoring client engagement"

What do you like best?

I like the alerts that remind me to reach out to a client. Given that I manage 30+ accounts, it can be easy to only focus on the neediest accounts. Natero reminds me to engage with all accounts on a regular basis.

What do you dislike?

I would like more details with the alerts.

What problems are you solving with the product? What benefits have you realized?

Client engagement and streamlining client behaviors into one interface.

UI
User in Information Technology and Services
Validated Reviewer
Verified Current User
Review Source
content

"Natero can be a great fit for the right stage of your company "

What do you like best?

Great team and always listening to our feedback

Flexibility with reporting and easy for non-technical people to leverage

What do you dislike?

Less automation for CS to easily understand next step in a customer journey

What problems are you solving with the product? What benefits have you realized?

CS to make a customer lifecycle predictable, consistent, and data-oriented

UC
User in Computer Software
Validated Reviewer
Review Source
content

"Some limitations, but powerful"

What do you like best?

There is a broad range of possible functions and it is possible to integrate data from all the sources I need.

What do you dislike?

There is not as much flexibility in alert types or reporting as I would like. Natero would be more useful if you could get alerts in email or slack, for example.

What problems are you solving with the product? What benefits have you realized?

Keeping track of key metrics across a large number of customer accounts. Getting quick alerts if those metrics change.

UC
User in Computer Software
Validated Reviewer
Review Source
content

"This product has been helpful."

What do you like best?

I like being able to get a quick snapshot overview of account health for various customers.

What do you dislike?

The interface is not entirely intuitive. Takes training to learn how to use well.

Recommendations to others considering the product:

I would highly recommend for account analysis and implementation

What problems are you solving with the product? What benefits have you realized?

We are a marketplace and are solving for accounts whose API integrations are failing. We've been able to evaluate accounts through Natero and give each account a health score.

Duc P.
Validated Reviewer
Review Source
content

"Wasn't expected."

What do you like best?

Easy to see and very easy to track what is needed.

What do you dislike?

Interface can use a little bit of polishing.

What problems are you solving with the product? What benefits have you realized?

Tracking numbers.

Kate from G2

Learning about Natero?

I can help.
* We monitor all Natero reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. Validated reviews require the user to submit a screenshot of the product containing their user ID, in order to verify a user is an actual user of the product.