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Waypoint Group's B2B Customer Experience Blog

  • Customer Experience: Fake It At Your Peril

    By on September 16, 2016

    Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s  just-released annual benchmark of IT Companies.  Congratulations on your hard work!  We can probably smile together, as I guarantee you that leadership in the companies on the BOTTOM half of the list are doing two things: They’re saying that

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  • [Part 4] 5 Ways B2B Companies Can Accelerate Growth

    By on September 15, 2016

    The More You Talk, The Less You Listen Welcome to the fourth installment of our 5-part series about accelerating growth in B2B companies. The first post focused on developing a deeper footprint in accounts and methods that can be used to engage ‘Champions’ in that effort, while the second article evangelized ‘owning’ a metric and driving a ‘business results’ orientation

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  • [Part 3] 5 Ways B2B Companies Can Accelerate Growth

    By on August 30, 2016

    Part 3:  Better marketing ROI from Advocate & Detractor management Welcome to the third installment of our 5-part series about accelerating growth in B2B companies. The first post in the series looked at developing a deeper footprint in accounts and methods to engage “Champions” in that effort, while the second in the series evangelized “owning” a metric and driving a

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  • 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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