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
- "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
- "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
- "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
- “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
- “…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
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
- “The experience and tools gave us a great start on our Net Promoter program.”Roger Erickson, Vice President, Global Cusomer SuccessDocuSign
- "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
Latest Blog Posts
I’m frequently asked about scales for rating questions on surveys… “Should we use a 5-point scale, a 7-point scale, a 10-point...January 10, 2017
Readers of this blog know that you don’t get to root-cause from surveys: Just like a doctor can’t provide a proper cure without...September 28, 2016
Part 5 of 5: Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome...September 23, 2016
Based in the SF Bay Area with worldwide reach and global impact.