CX & Customer Success resources

I’m proud to announce that Waypoint Group’s TopBox, the B2B-centric customer engagement and visualization engine, has won Temkin Group’s Vendor Excellence award. Evaluating industry providers and products based on customer…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 >

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?”  Since we know that response rates can be a potent indicator of renewal and expansion, improving…MORE >

I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can…MORE >

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback.  By participating in our no-risk trial you can gain immediate insights, help…MORE >

Part 5 of 5:  Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome to the 5th and final installment on Accelerating Growth…MORE >

Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s  just-released annual benchmark of IT Companies.  Congratulations on your…MORE >

It’s no secret that B2B customer marketing works best when you have a formalized plan to help manage your word-of-mouth for growth. So it wasn’t all too surprising to us when our latest…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 >

Have you evolved to the subscription economy? Let’s face it:  Your CEO didn’t ask Marketing to simply run campaigns.  Marketing is tasked with generating more business and campaigns are the foundation to meet that objective….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 >

Making the most out of the feedback you’ve requested (and hopefully received!) from your customers is everything in Customer Success (CS). The hard part is ensuring you have the right…MORE >