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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.

5 Tips for Successful Onboarding

Published by Nicolas Garmy on
A study conducted by Sixteen Ventures Research found that 80-90% of customers who unsubscribe within the first 3 months cite a perceived lack of value as the reason for leaving. Therefore, effective onboarding is crucial in our SaaS environment as it determines the success and adoption of... Read More

How to implement effective customer segmentation?

Published by Nicolas Garmy on
Segmenting your portfolio enables you to pricisely target customer expectations, tailor your organisational structure and optimise resource allocation to each segment. But what criteria should you use, and what are the pros and cons of each method? Francesca Bonavi... Read More

5 KPIS to absolutely monitor in Customer Success

Published by Nicolas Garmy on
There are numerous methods available for tracking your business's performance, each with its own calculation techniques. In our perspective, we prioritise monitoring these five indicators: 1. Net Revenue Retention (NRR)Net Retention Rate (NRR) is the measure o... Read More

3 ways to implement a 360° customer view in your company

Published by Nicolas Garmy on
It's decided: you want to centralise all your customer data in one single tool. The question now is "How?". There are three main approaches: the first is to enhance the existing CRM, the second is to build your own tools, and the third is to subscribe to a specific SaaS solution. Let's take a loo... Read More

What is a Customer Health Score?

Published by Nicolas Garmy on
The implementation of a health score is becoming more and more common among SaaS editors. Sometimes limited only to product usage or the feeling of the CSM, the concept is not always well understood. In this article you will find the definition of a Customer Health Score and several good reasons ... Read More
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