Before your Customer Success team can take full advantage of Natero’s capabilities, you will need to configure the product to meet the specific needs of your organization.
Configuration can be broken into four broad categories: User configuration, Account configuration, Alert configuration and Reporting. They can be accessed via the Management Center.
Users are people of your organization who have access to the Natero platform. Within the Management Center, there are three areas of user configuration: Users, Role Permissions, and Account Assignment.
The Users page is where you can create accounts for members of your team. You can add new users, edit details of existing users, assign roles to users and manage user passwords.
The Role Permissions page is where you can define product access control and select landing pages by different user roles. A role specifies which areas of the product a user with that role can access and what types of action he/she can perform.
The Account Assignment page is where you can assign, unassign or shift accounts between Customer Success Managers. You can toggle to view a list of CSMs and assign accounts to each of them from the "CSMs" section or view a list of Accounts and assign CSMs to each of the accounts from the "Accounts" section.
Accounts are the customers of your organization. Within the management center there are two areas of account configuration: Account Settings and Health Score Configuration.
The Account Settings page is where you can bulk update account level information such as tier, stage, CSM score, and other custom account dimensions.
Define and segment account health scores for your organization. The health score is a useful metric for indicating if an account is on the right path to success or heading off course. CSMs can leverage the customer health score to help prioritize their work or conduct segmentation analysis to identify trends and patterns.
Workflows are used to track business processes your company follows to manage your customer lifecycle in an organized and effective manner. They can also drive your company's internal objectives and projects.
While predictive alerts are automatically generated by Natero, you can configure rule-based alerts tailored to your understanding of your business: from onboarding tracking to basic churn detection to identifying reference accounts. There are two areas of alert configuration: Alert Rules and Playbooks.
The Alert Rules page is where you can specify conditions based on detailed customer attributes and behavior, which when met, will generate an alert on the given account. There are five types of alert rules you can create using our rule builder: Churn, Expansion, Conversion, Renewal and Engagement.
The Playbooks page allows the managers to specify how they would like CSMs to respond to a particular alert and provides best practices for dealing with it.
Use List Explorer to define account segmentations based on key account attributes and/or usage behaviors so that you can monitor those lists from time to time.
Leverage Explorer Analytics to uncover usage patterns, compare usage trends of those accounts over time; benchmark customer behaviors and understand common attributes among successful, unhealthy, churned and upsold accounts.
Create your own Executive Dashboards to track important business/team metrics and account usage trends using any pre-saved charts, account views, and account lists by any account segment you define.