Natero , a Silicon Valley-based leader in Customer Success Management (CSM) technology, released the results of a survey that indicate a strong market opportunity for its unique software platform. The survey explored the responsibilities of Customer Success teams in Software-as-a-Service (SaaS) organizations, as well as the metrics and tools used to measure and evaluate performance. More than one hundred respondents from a variety of Customer Success teams participated in this “Customer Success Performance Metrics” survey.
Some of the findings include:
• Among Customer Success professionals, more than 54 percent of the participants indicated they were also responsible for customer support.
• More than 50 percent of the respondents said that they were responsible for customer onboarding, and 66 percent said customer training and education were part of their role.
• Only 20% of respondents indicated they currently use software specifically tailored for Customer Success.
These results underscore the diversity of Customer Success within today’s SaaS organizations. It also represents an opportunity for technology vendors like Natero to provide solutions that complement this dynamic role.
“SaaS providers are embracing data for competitive advantage, and Customer Success is no exception,” says Craig Soules, CEO and Co-Founder of Natero. “We are thrilled by the tremendous interest in our data-driven Customer Success solution.”
Reflecting on the survey results, Mikael Blaisdell, Director of the Customer Success Association, commented: “The responses to the first question of Natero’s survey underscore a trend that has been growing stronger over the past five years, where the [Customer Success] team has been taking on responsibility for more functional roles.” He went on to say, “My conversations with CS execs all across the community indicate that few teams have actually installed Customer Success specific tools. This is good news for Natero and other manufacturers of CS technology.”
Opportunity for Customer Success Technology
Earlier this year, Natero launched the first Customer Success platform to merge machine learning for predicting behavior and big data analytics for deeper customer insights. Natero’s combination of predictive analytics and business rules enable Customer Success Managers to proactively manage their accounts, while its integrated business intelligence tools provide strategic insights that help SaaS vendors improve their products and processes.
Natero enjoyed tremendous growth in the first half of 2016. Its customers range from startups to unicorns and mature businesses, and include marquee brands like Freshdesk, Whitehat Security, Rainforest QA, and Lucid, among others. Demand for Natero’s platform shows no signs of slowing down as the Customer Success movement continues its rapid adoption throughout the global SaaS community.