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Short Video: ROI on Customer Feedback Matters in B2B Companies

Short Video: ROI on Customer Feedback Matters in B2B Companies

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:

  1. Why is it important to invest in getting feedback from the right people, in the right way, at the right time? [at 2:22]
  2. What advice would you give to companies looking to get an ROI on feedback?  [at 4:20]
  3. What is Customer Feedback (and the associated book, Failure Sucks!) really all about? [at 6:28]
  4. Why did Waypoint Group, historically a “pure” consulting company, invest in the SaaS technology solution, TopBox? [at 0:25]

Watch the video here:

Steve is the Founder of Waypoint Group and mastermind behind TopBox, the voice of customer engagement platform for B2B. As a customer success veteran, Steve has helped shift the Net Promoter® framework for SaaS and B2B companies, highlighting the need for account-based KPI's and measuring ROI for CX. Beware of those silent accounts! Contact him at steveb@waypointgroup.org.

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