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Waypoint Group's B2B Customer Experience Blog

  • 5 Ways B2B Companies Can Accelerate Growth (Part 2)

    By on August 22, 2016

    Utilization ≠ Adoption Welcome to the second installment of this series about accelerating growth in B2B. I started this series by illustrating how retention is the cornerstone of growth and how improved expansion from a deeper footprint in accounts can accelerate that growth. Today I’m focusing on “accelerating growth method” #2: Improved retention from a ‘business results’ orientation with your

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  • advocate marketing results

    New Research Proves Customer Marketing Works Best by Activating Advocates

    By on August 17, 2016

    It’s no secret that B2B customer marketing works best when you have a formalized plan to help manage your word-of-mouth for growth. So it wasn’t all too surprising to us when our latest research demonstrated just that: Specifically, successful advocate marketers, who we have labeled “Achievers” in the report, are much more likely to have invested in referral and reviews programs. This makes

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  • 5 Ways B2B Companies Can Accelerate Growth

    By on July 28, 2016

    As the leader of a B2B company, you want to see your growth indicators going off the charts. You’re always looking for a way to do more, better, with less. The question is, “How?” Especially for B2B firms, the answer is both surprising and potentially disappointing:  It’s all about how well you collect and act upon feedback – from the right people – within your

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  • customer feedback compensation

    For Sale: Customer Feedback (Part 2)

    By on July 26, 2016

    Editor’s note: Here’s a quick one-sentence recap of part one: Giving bonuses based on feedback scores and focusing on good feedback scores are generally bad ideas. If you didn’t read it, feel free to check it out here. In part 1 of this two-part series you learned the hazards of incentivizing feedback and feedback management. In this segment, we’ll take a

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  • feedback metrics

    For Sale: Customer Feedback (Part 1)

    By on July 19, 2016

    You want to show management that you are a valued employee and produce results that contribute to your company’s growth.  You’ve got an idea. How about offering a bounty to customer-facing employees for achieving excellent service.  You can run a survey process and bonus those employees that get high scores.  After all, “What gets measured gets done” as they say, so let’s bonus employees

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