Account Lifecycle Stages

In this article:

  1. What is account stage in Natero?
  2. How to update account stages in Natero?

What is account stage in Natero?

In Customer Success, the purpose of the customer lifecycle is to define and communicate the stages through which a customer progresses when using your product, and the associated business processes your company uses to move the customer through the customer lifecycle. 

If you want to understand how successful your customers are, it’s important to know which lifecycle stage they are at throughout their entire lifecycle. For instance, someone who has just started using your product will likely behave entirely differently than a senior user who has been using the product for months.

Lifecycle stages are usually defined uniquely by your organization to help your CSMs track the status of an account, automate the lifecycle management of an account and perform targeted outreach accordingly.  

How to update account stages in Natero?

1. Map account stage via a 3rd party field

If you are already capturing account stage information in your 3rd party system (using a field under the account object), we can sync that field as the Natero stage to your accounts via the 3rd party integration. 

2. Populate account stage via a trigger

If you'd like to automatically populate/update account stage based on rules you define, you can provide the definition to us and we'll implement the stage mapping via a trigger based on that. 

Example rule:

Stage name Rule Data source
Onboarding Account signed up in the last 30 days Salesforce account_creation field
Established Account is more than 120 days old Salesforce account_age field

3. Populate account stage manually in Natero

If you'd like to manually define and update account stages in Natero, you can do so in the Natero "Management Center". Go to the "Account Settings" page and select "Edit stage configuration" from the dropdown. 

There are four default lifecycle stages pre-defined by Natero.

Trial: Account is in trial or using a free version of the product.
Onboarding: Account is going through the product on-boarding process. 
Established: Account has successfully on-boarded and uses the product on a regular basis with moderate proficiency. 
Advocate: Account is well-versed in using the product and willing to be a reference customer.

You can edit directly on a stage to change its name or definition. Click "Add New Stage" to add a new stage to the current lifecycle, you can add as many stages as you want. When adding a stage, you'll need to name the stage and add a description for that stage. Click "Delete" to remove a stage. Click "Save" to save all the changes to the lifecycle. 

You can then update the stage information for your accounts via the account bulk edit feature or at the individual account editing page. Alternatively, you can bulk update account stage via a csv upload using the API uploader feature. 

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