CX & Customer Success resources

Benchmarking for Customer Success: Keep Your Eyes on Your Own Customers   Every company wants to be one step ahead of the competition. And increasingly, customer experience and customer success…MORE >

Are you doing it wrong? The last couple of weeks, my posts on LinkedIn have focused on renewals, NPS and feedback in a business-to-business setting. This week I want to…MORE >

Asking your customers for feedback, whether it’s NPS® or another methodology, is 1 tiny step in understanding the voice of customer. The steps that come next are the crucial components to achieving customer…MORE >

As we have coached B2B clients in measuring customer experience over the years, we naturally get lots of questions about which questions to ask on a questionnaire and how to…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 >

How can your Customer Success team get more ROI from customer feedback?  Ask these essential questions & get the KPI’s you’re missing from the data you already have. Improve customer…MORE >

Customer Success Managers have the difficult task of being an expert on understanding customer needs, advocating for the customer internally, and communicating back to accounts to build trust. Download the…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 >

Gone are the days when a Welcome page is purely cosmetic. You need information fast and B2B voice-of-customer (VoC) dashboards have a unique set of requirements. Download this whitepaper for a look…MORE >

In just a few weeks, San Francisco will be flooded with customer success professionals as Gainsight’s Pulse conference kicks off May 12. This year will be even grander and doubled…MORE >

Just as Goldilocks had a hard time finding things that were Just Right, B2B companies continually struggle to find software that meets their needs and falls within their budget. In…MORE >

Focusing on Holistic Customer Success San Francisco welcomed another stellar group of Customer Success (CS) pros last week, thanks to Totango’s CS Summit. While listening to the impressive list of…MORE >