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
- "The data we got initially from the pilot survey really enabled us to pursue a meaningful conversation on how our solutions impact the channel visibility Zyme provides to our customers. We are clearly armed with a much better understanding of our accounts when walking into business reviews.”Mike Willwerth, Director of Territory SalesZyme Solutions
- “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
- "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
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
- “[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’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
- “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
- “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
Latest Blog Posts
“Voice of Customer” Best Practices Webinar with Gainsight and Continuum was held Sept 28, 2017. Click here to watch the recording....September 19, 2017
I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA)....September 12, 2017
I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which...August 30, 2017
Based in the SF Bay Area with worldwide reach and global impact.