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Customer Success Blog for B2B SaaS | Skalin

Practical Customer Success tips for B2B SaaS teams — playbooks, health scores, churn prevention and real CS leader feedback. No theory, 100% actionable.

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

SaaS: 5 Tips for Preparing and Maximising your Renewals

Published by Nicolas Garmy on
When examining the customer lifecycle, renewal is often perceived as the final stage to be confirmed with the customer. However, in reality, the groundwork for renewal is laid as early as the onboarding phase. It is developed, tested, and validated throughout the entire customer lifecycle. Here a... Read More
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