Benoit Chatelier

KPI

A survey from the Temkin Group shows that bad news isn’t the only thing that travels fast. They found that 77% of customers would recommend and provide a referral to a company to a friend with whom they’ve had a great experience. In the dynamic landscape of customer-centric

23 January 2024 - 8 min read

How To Use ChatGPT In Customer Success

AI

In this evolving world of artificial intelligence, where every industry is adapting to various tools, ChatGPT has emerged as a game changer, marking its popularity in almost every field. From photography to e-commerce, it has truly changed how businesses run. Yet, when it comes to customer success, many people have

10 January 2024 - 7 min read

How to Scale Your Customer Success: Strategies for Sustainable Growth

For every SaaS product, scaling customer success is not just a goal but a necessity for sustainable growth. As companies expand their customer base, ensuring that each customer receives the attention and support they need becomes increasingly challenging. Scaling customer success involves implementing strategies and leveraging tools to maintain high-quality

10 January 2024 - 6 min read

The Importance Of Building A Customer Onboarding Journey

Can you imagine customers eagerly buying your new product or service, something you're proud of, only to feel lost when trying to get started? Yes, that might be happening right under your nose! You may have been unknowingly sending tons of customers away due to unsuccessful customer onboarding.

03 January 2024 - 6 min read

Time To Activate: Definition and Principles

KPI

Ever wondered what makes some businesses stand out, not just for one sale but for a stream of happy customers? Well, that is the magic of customer activation. It's more than just getting people to buy; it's about making them fans.

19 December 2023 - 5 min read

How to integrate customer education into every stage of the customer journey?

Education, trust, and sales go hand in hand. In 2023, the realization is clear: establishing a lasting relationship with a customer is impossible without effective education and support throughout their journey.

17 November 2023 - 8 min read

Comment intégrer l’éducation client à chaque étape du parcours client ?

Éducation, confiance et ventes vont de pair. En 2023, le constat est là : impossible de nouer une relation durable avec un client, s’il n’est pas efficacement éduqué et accompagné.

17 November 2023 - 10 min read

Communauté de Clients et Académie de Clients : quelles différences ?

Customer Community

Aujourd’hui plus que jamais, la rétention client s'impose comme la priorité n°1 (vs. l'acquisition de nouveaux clients). Et pour en prendre soin tout au long du parcours client, les entreprises multiplient les initiatives : Customer Community, Académie Clients… Ces termes vous sont-ils familiers ?

27 September 2023 - 6 min read

Vers une approche digital-led du Customer Success Management ?

Pour 88 % des clients, l’expérience client est aussi importante que les produits ou services (Salesforce, 2022).

20 September 2023 - 6 min read

Towards a digital-led approach to Customer Success Management?

For 88% of customers, the customer experience is as important as the products or services (Salesforce, 2022).

18 September 2023 - 5 min read

Customer Community & Academy: what are the differences?

Customer Community

Today more than ever, customer retention is becoming the number one priority (as opposed to acquiring new customers). And to take care of them throughout the customer journey, companies are multiplying initiatives: Customer Community, Customer Academy... Are these terms familiar to you?

18 September 2023 - 6 min read

Comment lancer son Académie de Clients ?

Guide

Dans l’univers du B2B, les Académie de Clients se développent de plus en plus. Pennylane, Smappen, Plezi, Datananas… Ces solutions SaaS font partie des précurseurs en matière d’Académie. Et si vous souhaitez les rejoindre en créant la vôtre, vous êtes au bon endroit.

15 August 2023 - 7 min read

How to launch your Customer Academy?