In our Resources section you’ll find:
A variety of worksheets, webinars, white papers and more, all designed to help you understand your clients and prospects better and find the tools to improve your ability to help them succeed.
Featured Whitepaper
The Silver Bullet to Customer Health Scoring
Improving Account Footprint and Engagement for Stronger Customer Relationships B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion. Customer Health Scoring…MORE >
Search Waypoint Resources
-
Read More
-- Article --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 >
-
Read More
-- Article --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 >
-
Read More
-- Article --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 >
-
Read More
-- Article --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 >
-
Read More
-- Article --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 >
-
-- Article --
Stop Treating your B2B Customer Surveys or NPS program like a B2C effort
“How hard could it be… it’s just a survey, right?” I often hear this sentiment. Although getting feedback in a B2B doesn’t need to be difficult, it DOES need to…MORE >
-
Read More
-- Article --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 >
-
Read More
-- Article --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 >
-
Read More
-- Article --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 >
-
Read More
-- Article --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 >
-
Read More
-- Article --Nailing the Handoff: Part One – Onboarding
[This week’s post provided with our thanks by Paul Piazza, head of global Customer Success and Support for Reciprocity Labs, providers of ZenGRC. Thank you Paul, for documenting this excellent…MORE >
-
Read More
-- Article --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 >