Freshsuccess vs. Strikedeck (discontinued)

• Natero does an excellent job of reporting and having a lot of the data available. They don't do as well when you want to track specific metrics such as ARR. (Everything in the application is currently based in MRR)
• Natero has done an excellent job for our smaller organization. I am not sure how it would work with a larger organization.

Incentivized

The system is good for Customer Success teams to get started and if all the users are updating it responsibly. There are not many checks and balances in the system so your team will have to be disciplined. The reason why I have not been generous with my rating is only because of the slow nature of support and upgrades to the product.

Incentivized

• Love the accounts view to see all my accounts, their health and some helpful stats!
• The charting is relevant and detailed for customers to understand their usage of our product. The look and feel is very clean and easy to understand.
• In the account, you can link to other documentation, which is great!

Incentivized

• Pulls in Outlook information - this allows me to understand my calendar for a specific client in any given week.
• Pulls in JIRA information.
• Scores client health.

Incentivized

• It's a complex platform, it can be hard to find what you're looking for if you don't know where to look.
• There have been a few features which work correctly but can be a bit confusing to get working correctly. Fortunately, the support team is so on it, we get an answer within an hour.
• I would have liked Natero to have a mechanism in place to nudge users of the platform to use it. This would help with getting adoption on our end. While the onboarding documentation was great, a more hands-on approach to getting users to adopt and use the platform would have helped us get up to speed earlier. It took us nearly 9 months to really start using the system which is partially due to the complexity of the integration process and partially due to the difficulty of switching over CES processes into Natero.

Incentivized

• Sending generic emails to the selective contacts and provide stats on when the email was read
• Difficult to create product specific relationships to capture additional details at the product level. This may be possible but it wasn't setup at my workplace.

Incentivized

Strikedeck is [an] easy system to use. We did not have to subject the team to detailed training to start using the product. Simple introduction session was good enough. The custom reporting module is something [that] needs some training to get used to but otherwise, the system is intuitive and easy to use.

Incentivized

The Customer Success support is outstanding. Regular meetings, responsive, knowledgeable, helpful, etc. Can't say enough!

Incentivized

We initially looked at Gainsight, Amity, and another which I can't remember the name of. Only Natero and Amity were within a reasonable price range. We selected Natero because the platform was significantly more polished, the reporting seemed significantly stronger in Natero, and during the sales process Natero did a better job of showing us how the functionality would work, whereas our calls with Amity were frequently filled with "it doesn't work because this is a demo account" which was a bit of a red flag.

Incentivized

The lower price was why we went with Strikedeck over Gainsight or Totango.

Incentivized

• It's made my job harder.
• It's made it harder to update my customer's information.
• It's made me spend more time deleting information to satisfy the character limit.

Incentivized

• It has a return base on less wasted time tracking useful information on customers
• Reduces wasted time on tasks that can be automated

Incentivized