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Waypoint Group's B2B Customer Experience Blog

  • 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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  • Short Video: ROI on Customer Feedback Matters in B2B Companies

    By on September 12, 2017

    I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA).  In this 9 minute video interview, we discuss: Why is it important to invest in getting feedback from the right people, in the right way, at the right time?  What advice would you give to companies looking to

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  • CX and CS: Both are Required to Drive B2B Retention and Expansion

    By on August 30, 2017

    I was pleased to be able to join my friends from Workday and Gainsight for a video panel discussion in which we covered: How “Customer Experience” and “Customer Success” differ and critical complements to one another (i.e:  B2B roles/persona for “users” vs. “buying committee”) Why voice-of-customer (VoC / customer feedback) must be a critical component for any B2B  company pursuing

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  • B2B Customer Feedback: Are You Making This Mistake?

    By on August 9, 2017

    Want to see a quick comparison of “insightful” analysis vs. merely showing data?  I saw this poll presented the other night: Now imagine if the same poll were presented the way many companies show their Customer Satisfaction results: The first image shows the percentage of the population that feels a certain way, while the bottom chart shows (a fictionalized version

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  • The Iceberg Effect in B2B Customer Feedback/NPS: Are you engaging those that matter?

    By on August 2, 2017

    Cool quote from Blynn Buckley at Cloudera, a dear client and incredible program manager: “I always think of non-responders like the part of an iceberg you can’t see — there can be dangerous unknowns lurking that put renewals and account health at risk.”  The analogy needs little explanation: our research continues to find that silent accounts (those accounts that are

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    Waypoint Group

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