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Skalin - Customer Success Blog

This blog is devoted to B2B SaaS who want to scale their CS Practice. No big theories, we want to share with you a maximum of tips and feedback. 100% concrete, practical and actionable!

15 Essential Customer Success Playbooks

Published by Nicolas Garmy on
Playbooks are invaluable allies for Customer Success teams, but prioritising them can be challenging. To assist you, here are 15 essential Playbooks!Are your Customer Success Managers pressed for time? Is your customer base expanding rapidly? Is your team growing, necessit... Read More

Customer Success Platform vs HubSpot : Telescop's Testimonial

Published by Nicolas Garmy on
HubSpot's introduction of its Customer Success Workspace demonstrates its ambition to evolve into a comprehensive platform for overseeing the entire customer journey, spanning from prospecting to post-sales support and follow-up. Despite its considerable power and user-friendly interface,... Read More

Automating Customer Journeys: feedback from Karnott

Published by Nicolas Garmy on
In just a few years, Karnott has experienced a remarkable 2.5-fold increase in its customer portfolio, while the size of the Customer Success team has remained largely unchanged. This substantial growth has been facilitated by the implementation of automation in critical processes. Howeve... Read More

NPS is dead, long live sentiment analysis!

Published by Nicolas Garmy on
Gartner predicts a rapid decline in NPS surveys over the next few years. The main criticism is that they don't allow for effective conclusions and action. We explain why we think sentiment analysis using Machine Learning is a stronger alternative. ... Read More

Reduce churn by 50% through analysis of your customer base

Published by Nicolas Garmy on
By analysing past causes of churn, Plezi identified five key factors. The subsequent action plan reduced the churn rate by half. Gabrièle de Lamaze, Head of Customer Success and Partnerships, discusses the methodology used to achieve these results.  ... Read More
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