Search Waypoint Resources
Archive for the ‘Customer Engagement’ Category
-
Read More
-- Article --5 Minutes from the Community: What is B2B Customer Engagement, and Why Does It Matter?
What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity…MORE >
-
Read More
-- Article --Sales + Customer Success = Accelerated Growth. Let’s talk about how.
I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “Failure Sucks!” with…MORE >
-
Read More
-- Article --Nailing the Handoff: Part One – Onboarding
[This week’s post provided with our thanks by Paul Piazza, head of global Customer Success and Support for Reciprocity Labs, providers of ZenGRC. Thank you Paul, for documenting this excellent…MORE >
-
Read More
-- Article --B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM
Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize unbiased feedback from the customer contacts that matter most (that is, Buying Committee…MORE >
-
Read More
-- Article --Case Example: Accelerating Growth by Listening to Customers
Capturing the Win: A Conversation about Actively Listening to Customers Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here) sat down recently with Steve Bernstein, CEO and creator…MORE >
-
-- Article --
New Whitepaper: Accelerate Profitable Growth Through Stakeholder Engagement
We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right…MORE >
-
Read More
-- Article --Customer Success Technology Selection Depends on Whether You’re Dating or Getting Married
We are often asked about various technologies that best support a Customer Success (CS) team. We’ve found that there are 2 general approaches to CS technology, and selecting the right…MORE >
-
Read More
-- Article --Stop Chasing Renewals: Here’s How to Keep Customers Engaged So Renewals (and More!) Will Just Come
Too busy fighting figurative fires? Upon benchmarking his native city of Boston to his adopted city of Philadelphia, Benjamin Franklin wrote the famous line “…an Ounce of Prevention is worth…MORE >
-
Read More
-- Article --Here’s How To Know If Your Account Teams Are Truly Focused on Retention
NOTE: Last week’s blog, Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win, was so well received that I decided to elaborate this week. Stop the “Check-InSanity” and truly focus…MORE >
-
Read More
-- Article --Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win
“I’m just checking in to see how things are going. Is there anything I can be doing to help?” Ever been confronted with a question like that one? If so,…MORE >
-
Read More
-- Article --Are you making this critical connection with your customers to strengthen relationships and drive loyalty?
Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.” If you’re relying on this explicit definition to drive retention and expansion then you’re…MORE >
-
Read More
-- Article --The Importance of Collecting NPS and Gathering Feedback for the Product Team
Written by Mark Pecoraro Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market…MORE >