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Archive for the ‘Customer Success’ Category

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    Benchmarks for Customer Success
    -- Article --

    Benchmarks for Customer Success

    Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers   Every company wants to be one step ahead of the competition. And increasingly, customer experience and customer success…MORE >

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    Customer Journey Maps in B2B
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    Customer Journey Maps in B2B

    Are you doing it wrong? The last couple of weeks, my posts on LinkedIn have focused on renewals, NPS and feedback in a business-to-business setting. This week I want to…MORE >

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    Net Promoter Score Action Plan
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    Net Promoter Score Action Plan

    As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to…MORE >

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    CS: Called for the Very First Time

    There was a great discussion this week on the Customer Success Forum group page on LinkedIn that got me thinking about how companies approach speaking with customers about customer success…MORE >

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    What's on Your Dashboard?
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    What's on Your Dashboard?

    When logging into a SaaS vendor, B2B employees need to get right to the point. There’s no time to mess around with formalities, clicking through a complicated web of buttons…MORE >

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    3 Ways to Refer to Your Hard Work: A Name Means Everything

    When we design and roll-out various aspects of “voice-of-the-customer” (VoC) programs with our B2B clients, one of the first questions we tend to ask is, “How do you refer to…MORE >