Customer engagement software maker Freshworks has acquired Natero, Inc., a customer success management software company based out of San Francisco. With the acquisition Freshworks’ SaaS offerings will include customer success apart from marketing, sales and support. The company did not reveal the details of the acquisition value.
Freshworks intends to leverage Natero to predict and prevent customer churn, increase account expansion and manage more customers with fewer resources. Natero uses analysis of past behavior to create customer health scores that companies use to increase their customer base and retention rates.
“Customer engagement should not stop with just marketing, sales and support. Today, every business needs to invest in proactively managing customers. The addition of the Natero Customer Success Suite enables businesses to understand their customers better, offer personalized and differentiated service and turn them into passionate advocates and customers for life,” said Girish Mathrubootham, Freshworks founder and CEO. “The acquisition extends our ‘customer-for-life’ vision to all teams, including account and customer success managers who require up-to-date customer usage and health data to proactively engage those accounts at risk of churn or ready to buy more.”
“We are excited to join the growing Freshworks global team as we help businesses acquire and keep customers for life,” said Craig Soules, Natero founder and CEO. Soules earlier led R&D at HP Labs.
Source: Economic Times