What We Do
Our Mission is Simple: To help you increase revenue from current customers and build loyalty.
We have 20+ years of experience delivering best practices for B2B customer experience (CX) measurement that link to financial growth. Align customer success with business objectives and watch your customer feedback data work for you.
Achieve measurable ROI within weeks of implementing our own SaaS tool: TopBox.
The Buzz on Waypoint & TopBox
- "You helped bring clarity to the VoC topic, and introduced us to a new way of looking at customer feedback. I'm truly grateful for having had the opportunity to work alongside you. It's been a great partnership!"Phil Morin, Vice President, Global Customer ExperienceSAP
- “We’ve seen tremendous ROI from just 3 months of using TopBox. We can share actionable reports with other departments to truly impact customer success."Paul Piazza, VP of Client ServicesHumanity
Waypoint’s partnership and expertise in voice of customer is unparalleled. They really dive deep into the analytics and deliver unique insights for B2B.Kevin Lau, Retention Marketing ManagerNetBase
- “…very effective in creating better relationships and exposing problems that our customers are experiencing, but not necessarily talking about.”Kurt Wolfgang, CEOVelocity Networks
- “Being able to automate our measurement process with clear action items for our account teams has been phenomenal. Now we know key drivers for success and which specific points of contact to approach. TopBox has certainly alleviated the pain of acting on feedback data.”Derek Taylor, VP of Client ServicesIntacct
- “The experience and tools gave us a great start on our Net Promoter program.”Roger Erickson, Vice President, Global Cusomer SuccessDocuSign
- "The TopBox team is a pleasure to work with and strives to understand the needs of their clients while consulting on best practices. I highly recommend TopBox as not only a fantastic feedback solution but a wonderful partner as well.”Kimberly Graham, Program Manager, Customer SuccessIntacct
- “[We were] implementing new programs, roles and tools at the same time. The level of collaboration, patience and support were extremely helpful. I have no complaints and would highly recommend Waypoint Group.”Stephanie Sills, Director Customer SuccessZyme Solutions
- "We're extremely impressed by the Waypoint Group's expertise and thought leadership in operational CEM programs for B2B companies. Their expert consulting clearly drives measurable impact for their customers.”Dale Weideman, Director of B2B Customer Solutions Medallia
- “TopBox has really helped us to view customer success and feedback at a granular level. These account-based reports have given us a detailed action plan for our CSM’s to help each individual customer achieve their goals.”David Lieberman, Vice President of Customer SuccessDemandbase
Latest Blog Posts
I have some sad news. If you are running a Net Promoter program in a B2B firm, your NPS isn’t being...June 17, 2016
American football is all about advancing down the field, incrementally moving toward the objective: a touchdown. The players are executing the strategy and...June 9, 2016
Companies often treat their customers like lab rats. A scientist “observes” behaviors and reactions of lab rats and records the information....June 3, 2016
Based in the SF Bay Area with worldwide reach and global impact.