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Archive for the ‘Voice of Customer (VoC)’ Category
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Part 3 in the Series: Expansion Selling Starts with Listening
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 3 in the Series: Expansion Selling Starts with Listening The first and second…MORE >
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Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value
Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 2 in the Series: Optimize Your Resources For Maximizing Lifetime Value Our first in this…MORE >
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NRR Must Be A Marketing Imperative: Part 1 in the Series
Marketing Must Catch Up With the New Realities: Leverage Marketing’s Win/Loss Framework to Accelerate Your Career Part 1 in the Series: NRR Must Be A Marketing Imperative You are a…MORE >
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Surveying Your Customers for NPS or Feedback? Consider these critical questions to ask a prospective vendor.
You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? Here are 9 suggestions to…MORE >
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Top 10: YOU (your company) are CAUSING churn… are you doing any of these 10 things?
I don’t mean to be negative but I suspect you (and your colleagues) are guilty of driving churn. How many of these things are your company doing? Are you single-threading…MORE >
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Want to improve customer engagement? Look in the mirror then do these things.
Some things just cannot be automated. I recently had an awesome exchange on LinkedIn around some of the differences between B2C and B2B, with emphasis on the idea of “relationships.”…MORE >
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Journey Mapping Starts with “Who” To drive the Right Outcomes
Want to learn how Github, with over 50Million customers, “thinks different” about Journey Mapping to optimize the Customer Experience? Watch this ~90 second clip from the end of the interview…MORE >
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Short Video: What is a Customer Engagement / VoC program and how does it drive retention and expansion?
I was pleased to be interviewed by Colin Brogan, CRM mastermind and publisher of CRM-oriented educational videos, where we discussed some of the essentials in Customer Engagement: Covid has impacted…MORE >
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The Best ~5 Minute Primer on CX!?!
This has got to be the best video “primer” on Customer Experience (CX) that I’ve seen, highlighting the what, how, and WHY of CX. Worth the ~7 minutes for both…MORE >
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5 Minutes from the Community: What is B2B Customer Engagement, and Why Does It Matter?
What is B2B “Customer Engagement” and why does it matter? Are your current processes truly “engaging” your customers, or just trying to sell them more stuff? I had the opportunity…MORE >
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Sales + Customer Success = Accelerated Growth. Let’s talk about how.
I had the opportunity to be interviewed by Satoko Miller of Rainmakerforce, a Sales performance improvement provider, to discuss some of the key takeaways from my book, “Failure Sucks!” with…MORE >
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B2B Customer Engagement Program Accelerates Growth at SaaS Reciprocity, Powered by Waypoint’s TopBoxTM
Recognizing the need to create more customer advocates (“Promoters”) and improve retention, Reciprocity wanted to better utilize unbiased feedback from the customer contacts that matter most (that is, Buying Committee…MORE >