CX & Customer Success resources

Given Waypoint Group’s focus on B2B businesses, I’m extremely excited by new research on B2B enterprises published by McKinsey & Co.  We’ve always known 3 things: Running an effective “Voice…MORE >

When it comes to budgeting for 2014, many CEOs are trying to decide what new initiatives will move the needle next year. We thought it pertinent to illustrate why budgeting…MORE >

We had the recent pleasure of listening to Jen Maldonado during a webinar discussing Cornerstone OnDemand’s (CSOD) best practices for Voice of Customer initiatives.  We could tell there was more to the…MORE >

As a semi-recent San Franciscan transplant, I felt it was my duty to dine at a local, legendary steak house, of which I won’t name names. It was my boyfriend’s…MORE >

There have been some great conversations in LinkedIn groups that merit some attention.  I don’t think I’m allowed to replicate the full thread here, so I’ve included my own responses…MORE >

I was recently asked to comment on “Customer Success.”  What’s it mean and how should B2B firms facilitate it?  Here’s how I responded… “Customer Success” is growing.  And not only…MORE >

I’ve been able to learn quite a lot over my 20+ years working with B2B companies to design and implement successful Customer Experience programs.  Lessons-learned (so far!) have resulted in…MORE >

I was extremely excited – and quite proud! – that our friends at SAP (the $20B global enterprise software company) published intimate details of their Customer Success program in their…MORE >

  Bruce Temkin of the Customer Experience Professionals Association (CXPA) – the global, non-profit association dedicated to the advancement of customer experience management practices – announced today the winners of the…MORE >

I had the opportunity to participate in a webinar with JBara and Marketo in which we discussed how “Customer Success Managers” (who are typically focused on customer retention and cross-sell/up-sell…MORE >

We’re participating in an informative webinar, “Best Practices in Surveys for World-Class Customer Success Management.”  We’ll be joined by folks from Marketo and JBara, to share real-world experiences that have…MORE >

Waypoint Group hosted a local networking group we have endearingly entitled BICEP, Bay Area Innovative Customer Experience Professionals.  It was a fabulous opportunity for local customer experience folks to gather over lunch…MORE >