Skalin - Customer Success Blog

SaaS: 5 Tips for Preparing and Maximising your Renewals

Published by Nicolas Garmy on June 21, 2024

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

SaaS: The essential KPIs to establish for monitoring the health of your accounts

Published by Nicolas Garmy on June 12, 2024

As a CSM, your role encompasses maximizing retention and implicitly, averting churn. Several indicators aid in anticipating whether your customers are in a favorable or precarious state, enabling you to enact suitable measures. Cécile Camadro, Customer Success Director at Elevo, delves dee... Read More

5 ChatGPT use cases in Customer Success (+ associated Prompts)

Published by Nicolas Garmy on June 12, 2024

ChatGPT has revolutionised AI accessibility, making it available to a wide audience. In a professional context, it can save you valuable time. However, it is crucial to use it correctly and be aware of its limitations. At Skalin, we conducted extensive testing before integrating it into our Custo... Read More

NPS is not a good indicator of customer loyalty, according to a study by Customer Cross

Published by Nicolas Garmy on May 28, 2024

Customer Cross, a company based in Belgium, has published the results of a survey involving 265,000 companies on customer loyalty indicators. One of the main conclusions was that the NPS (Net Promoter Score) is a poor indicator of customer loyalty. ... Read More

Artificial Intelligence for Enhancing Customer Success

Published by Nicolas Garmy on May 22, 2024

AI is often seen as a threat to Customer Success Manager jobs, but is this really the case? How can AI help identify churn? What are the applications of AI in Customer Success, and what are the prospects for the future? To address these questions, Tom Carnewal invited Nicolas, CEO of Skal... Read More

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