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CS Resources

CX & Customer Success resources

in just about every form you could want!

Download free customer success best practices.

Scroll down for ebooks, webinar recordings and more.

Whitepapers

  • Ultimate Guide to B2B Survey Solutions
    3

    Ultimate Guide to B2B Survey Solutions

    Whitepaper

    The Ultimate Guide for Evaluating B2B Survey Solutions 9 Requirements to improve Customer Success A lot of companies ask for feedback but make it harder on themselves to decipher any of...

  • 10 Commandments of VoC
    3

    10 Commandments of VoC

    Whitepaper

    Customer feedback is an essential step in understanding customer needs and goals, but collecting and using it can be tricky. B2B companies should be using voice of customer to strengthen...

  • Optimizing Account Engagement for a CSM
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    Optimizing Account Engagement for a CSM

    Whitepaper

    Customer Success Managers have the difficult task of being an expert on understanding customer needs, advocating for the customer internally, and communicating back to accounts to build trust. Download...

  • What’s on Your Dashboard?
    1

    What’s on Your Dashboard?

    Whitepaper

    Gone are the days when a Welcome page is purely cosmetic. You need information fast and B2B voice-of-customer (VoC) dashboards have a unique set of requirements. Download this whitepaper...

  • Finding a VoC Solution thats Just Right
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    Finding a VoC Solution thats Just Right

    Whitepaper

    Just as Goldilocks had a hard time finding things that were Just Right, B2B companies continually struggle to find software that meets their needs and falls within their budget....

  • Asking the Tough Questions
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    Asking the Tough Questions

    Whitepaper

    How to select the right Customer Experience Measurement and Management (CEM) Provider

  • When the Waiter Brings Bad Food
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    When the Waiter Brings Bad Food

    Whitepaper

    How can you separate the dimensions of customer experience in an environment of intervening external influences?  Enter your email in the form below and we’ll send you the PDF immediately.

  • Top 5 Reasons your Customer Success Program isn’t Adding Value
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    Top 5 Reasons your Customer Success Program isn’t Adding Value

    Whitepaper

    And what to do about it.  Evaluate and improve your program with this assessment whitepaper.

eBooks

  • 6 Steps for Your NPS Action Plan
    1

    6 Steps for Your NPS Action Plan

    eBook

    Asking your customers for feedback, whether it’s NPS® or another methodology, is 1 tiny step in understanding the voice of customer. The steps that come next are the crucial components to achieving...

  • Essential Questions to Get More ROI from B2B Feedback
    1

    Essential Questions to Get More ROI from B2B Feedback

    eBook

    How can your Customer Success team get more ROI from customer feedback?  Ask these essential questions & get the KPI’s you’re missing from the data you already have.  Improve...

  • Go Beyond NPS® – Identifying and Activating Advocates
    1

    Go Beyond NPS® – Identifying and Activating Advocates

    eBook

    Grab ahold of your word-of-mouth by finding your biggest advocates. This eBook provides useful content from Waypoint research and 10+ examples from B2B marketing practitioners based on their experiences…

Webinars

  • Best Practices Webinar with Intacct
    2

    Best Practices Webinar with Intacct

    In this webinar, learn how one team has been able to act on feedback and increase customer success In this 45-minute fireside-style Q&A discussion, you’ll hear from VP of Client Services,...

  • Understanding Strategic Accounts Webinar
    2

    Understanding Strategic Accounts Webinar

    Webinar

    Included in this webinar: Managing different accounts to ensure customer success can be an overwhelming task if given little direction on where to focus account outreach. The best customer...

  • Acting on Feedback Webinar
    1

    Acting on Feedback Webinar

    Webinar

    Included in this webinar: For this product showcase, CEO Steve Bernstein walks viewers through an account-based view of understanding which customers are successful and how to act on the feedback....

  • Feedback for Customer Success Teams Webinar
    3

    Feedback for Customer Success Teams Webinar

    Webinar

    In this webinar, learn how one team has been able to act on feedback and increase customer success Lots of CSM’s are inundated with high numbers of accounts and...

Infographics

Tools/Templates

  • Better NPS Survey Results Checklist
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    Better NPS Survey Results Checklist

    Lots of companies conduct surveys. Most don’t get much value from the survey process. That’s because for B2B companies, there are so many nuances to factor in to make...

  • Asking the Tough Questions
    0

    Asking the Tough Questions

    Whitepaper

    How to select the right Customer Experience Measurement and Management (CEM) Provider