CX & Customer Success resources

Let’s keep this one short and let the 3-panel cartoon show the story that we’ve all experienced, but often encourage in our own companies. Who among us enjoys a service…MORE >

(I’m proud to publish this week’s Customer Engagement insights from Mike Roberts, President of Xaasegy and leader in helping B2B companies drive growth from customer success strategies.) Ever had one…MORE >

Nearly every company executes customer surveys, and a growing number are calculating a Net Promoter Score.  But few are able reap the financial rewards associated with improving their NPS.  We…MORE >

As the leader of a B2B company, you want to see your growth indicators going off the charts. You’re always looking for a way to do more, better, with less. The question…MORE >

You want to show management that you are a valued employee and produce results that contribute to your company’s growth.  You’ve got an idea. How about offering a bounty to customer-facing…MORE >

“Survey” is a 4 letter word. Welcome to the final installment of this 3-part series about improving client relationships. In this installment we’ll discuss how to improve the rates of response…MORE >

I’m coining a new term. Avg-holes. It’s pronounced Average-holes. I use the abbreviation, for obvious reasons. It’s the same connotation as the other A-Hole word; only this one applies to…MORE >

The 6 Key Mistakes Companies Make with their Customers Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques…MORE >

Advocate marketing is a great growth strategy, tapping your happiest customers for referrals, case studies, testimonials, and to be an overall sounding board to attract new accounts. But what about those…MORE >

I work with many different “titles” within Waypoint’s clients, from the executive team to individual contributors at both the front-line and “back office.”  The goals typically remain the same: –…MORE >

These days, many companies are trying to growth hack their way to the top. If you’re a B2B marketer, you may attempt to make a personalized video or use a strategic account based approach…MORE >

I’m often asked questions like this one: “Can you provide a benchmark on how much a B2B company can improve NPS during the first year of the program?  Our executives want to…MORE >