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
- “…very effective in creating better relationships and exposing problems that our customers are experiencing, but not necessarily talking about.”Kurt Wolfgang, CEOVelocity Networks
- "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
- “The experience and tools gave us a great start on our Net Promoter program.”Roger Erickson, Vice President, Global Cusomer SuccessDocuSign
- “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
- "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
- "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
Latest Blog Posts
Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a...January 11, 2018
I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?” Since we know that response rates can...January 2, 2018
We know that true/organic “customer loyalty” is a longer-term play. As one example, a company can invest in short-term promotions and...December 21, 2017
Based in the SF Bay Area with worldwide reach and global impact.