What We Do
We have 20+ years of experience delivering best practices for B2B CX measurement that link to financial growth. Align customer success with business objectives and watch your customer feedback data work for you.
As a Net Promoter Loyalty Partner, we have pioneered the business-to-business (B2B) customer experience industry, helping organizations ranging from 250 to 55,000 employees to:
- Increase revenues by as much as 43% over 24 months
- Reduce operational costs by as much as 22% over 12 months
- Retain front-line employees through better execution, reducing turnover expenses
Achieve measurable ROI within weeks of implementing our own SaaS tool: TopBox.
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The Buzz on Waypoint & TopBox
- “TopBox has given our team great insight to our customer relationships, including where to focus within an account. Linking the analysis with Salesforce is a great way to distribute the information across teams, provide actionable insights, and measure ROI for our customer success program."Don Wight, Chief Revenue OfficerDemandbase
- "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
- “[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
- “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 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
- “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
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
- “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
- "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
- “…very effective in creating better relationships and exposing problems that our customers are experiencing, but not necessarily talking about.”Kurt Wolfgang, CEOVelocity Networks
Latest Blog Posts
I caught an excellent read yesterday regarding Dell’s “Perfect Order” journey. In short, Dell found that there were critical gaps in meeting customers’ expectations...February 4, 2016
We love our customers and we love it even more when they are successful using the tools and knowledge we’ve given...December 15, 2015
New research by Accenture Strategy has recently come out about B2B firms and how they perform from a CX perspective. As published...December 3, 2015
Based in the SF Bay Area with worldwide reach and global impact.