CX & Customer Success resources

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 >

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 >

NPS can be quite controversial.  I’ve come across many that feel NPS isn’t right, especially in B2B environments where there are multiple persona in any given account, many touchpoints, and…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 >

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 >

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 >

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 >

Loyalty nowadays seems to be the stuff of coffee shop stamp-cards in wallets, dogeared and half stamped. Loyalty is crucial for B2B businesses as well, but far more challenging to…MORE >

I was pleased to be interviewed by Rhianna Collier, Vice President & Managing Director at the Software & Information Industry Association (SIIA).  In this 9 minute video interview, we discuss: Why…MORE >