CX & Customer Success resources

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 >

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 >

On June 19th, 2018, a few of us Waypointers attended the inaugural Customer SuccessCon Denver, hosted by Mikael Blaisdell’s Customer Success Association. Our own Steve Bernstein was joined by Paul…MORE >

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.”  When I dig…MORE >

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments.  Waiting for financial results is too late; it behooves every company…MORE >

From May 14th – 17th, Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and…MORE >

This article discusses the steps and necessary metrics to drive account retention and expansion: Common issues facing Customer Success (CS) teams How to resolve and prevent those issues The process…MORE >

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion….MORE >

A: They all articulate the challenge of Business-to-Business work. Let me explain… You keep using that word…  I do not think it means what you think it means. There is…MORE >

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach?  Many companies make the mistake…MORE >

Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand…MORE >

We know that true/organic “customer loyalty” is a longer-term play.  As one example, a company can invest in short-term promotions and shell-games to pull in deals “this quarter,” or they…MORE >