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Waypoint Group's B2B Customer Experience Blog

  • Does Your Marketing Need a Bigger Boat?

    By on June 2, 2016

    A few years ago I was looking for a laptop, and my key requirement was an HDMI port so I could connect my laptop to the hardware in clients’ conference rooms. The machine I selected ticked all the boxes on the product sheet, but when it arrived I found that the HDMI capabilities required an additional adapter.  Not only did

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  • Misled by SaaS Customer Success Metrics?

    By on May 26, 2016

    Dear VP of Customer Success: I am writing to you as a friend. I am in the B2B business myself. After decades of working alongside business-to-business (B2B) companies to help them understand customer needs and prioritize action, I started my own company. So I understand the need for software-as-a-service (SaaS) Customer Success and the complications associated with having a pulse on

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  • advocate army

    Ten-Hut, Advocate Army Fall In

    By on May 25, 2016

    Pat Benatar once said that, “Love is a battlefield.”  And while this may be true, had Benetar worked in Marketing she might have said, “Word-Of-Mouth is a battlefield.” Your account teams are the battle-hardened commanders of the company’s customer management. They go into the fray every day, dealing in contract skirmishes, friendly-fire from oversold expectations, and do their best to win the

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  • Don’t be an A-hole

    By on May 20, 2016

    I’m coining a new term. Avg-holes. It’s pronounced Average-holes. I use the abbreviation, for obvious reasons. It’s the same connotation as the other A-Hole word; only this one applies to people who put the weight of their business’s plan on customer averages. I recently read an article about the ratings system on movie review websites. You know, the ones that

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  • The 6 Key Customer Experience Mistakes Companies Make

    By on May 18, 2016

    The 6 Key Mistakes Companies Make with their Customers Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. You may find you’re making some of these mistakes without even realizing it, by doing things as

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