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Waypoint Group's B2B Customer Experience Blog

  • Hope is Not a Strategy for Onboarding Customers

    By on November 28, 2017

    I recently had lunch with my friend and colleague Roderick Jefferson. Roderick is a nationally recognized educational and motivational speaker and is also an acknowledged thought leader in the sales enablement space. When Roderick shared his tag line “Hope is Not a Strategy,” something clicked for me.  Talking with Roderick validated trends I’m seeing with customer onboarding and enablement. I too

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  • Accelerating profitable growth: How to tip the scales in your favor

    By on October 31, 2017

    I’m going to get a bit snarky.  Maybe I’m not entitled to, so let me know if there’s anything disagreeable here… Seems to me that the shortest path to accelerating profitable growth is through customer loyalty.  We’ve seen so many examples where this is true and following below is why and how to make it happen in B2B.  Of course there

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  • Now you can stop being part of the 70% that are inadvertently doing more harm than good

    By on October 26, 2017

    Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback.  By participating in our no-risk trial you can gain immediate insights, help your company grow, and stop being part of the 70% that actually erode customer relationships by asking for feedback but do nothing with it. You have customer feedback data, TopBox

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  • The Secret to Easy B2B Retention & Expansion = Relationships. Here’s how.

    By on October 19, 2017

    Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to measure since There are many contacts in the account, many of which may be executives that don’t often (ever?) use your products, The “users” of your products often have little

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  • Webinar: Unleash the Value of a Best Practices VoC Program

    By on September 19, 2017

    “Voice of Customer” Best Practices Webinar with Gainsight and Continuum was held Sept 28, 2017.   Click here to watch the recording. Your customer base is a constant feedback-generating engine. That information is pure gold to any type of business, but especially recurring revenue companies. Unfortunately, it’s lost in the ether when you don’t have a systematic way to capture that

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    Waypoint Group

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