Customer Success Blog for B2B SaaS

5 signs it's time to move from a CRM to a Customer Success Platform

Published by Nicolas Garmy on July 08, 2026

Comparison of a CRM and a dedicated Customer Success Platform for B2B SaaS teams

CRMs were built for sales teams, and Customer Success teams were bolted on afterwards. It doesn't fully meet what CSMs actually need. To show what that means in practice, here are 5 use cases that Customer Success Platforms handle well and where a CRM ho... Read More

Agentic AI: the next revolution in Customer Success?

Published by Nicolas Garmy on July 02, 2026

Customer Success is entering a new phase. After playbooks, health scores and the first building blocks of artificial intelligence, a new promise is taking shape: systems that can not only analyse, but also act on their own. This is what people call ... Read More

No, Claude Is Not Going to Replace Your Customer Success Platform

Published by Nicolas Garmy on July 02, 2026

With models like GPT-5.5, Claude Opus 4, and Gemini 3.5, it is now possible to connect an LLM to your customer data, analyse support tickets, summarise accounts, or generate recommendations in a handful of lines of code. But there is an important distinction to be made between analytical ... Read More

Skalin, the Alternative to Planhat built for Mid-Market teams

Published by Nicolas Garmy on July 01, 2026

When choosing a Customer Success Platform, you're making a long-term commitment — so getting it right is crucial. If Planhat has caught your attention, this comparison will help you determine whether Skalin is a viable alternative. ... Read More

How Artificial Intelligence can help implement a customer Health Score?

Published by Nicolas Garmy on April 16, 2026

There are two main methods when it comes to implementing a health score for your SaaS software. While the business-rules-based historical approach has several limitations, the newer AI-based models are more reliable and significantly faster to deploy. Explanations. </... Read More

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