CX & Customer Success resources

Customer Success is typically defined as, “ensuring customers achieve their desired outcomes while using your product or service.”  If you’re relying on this explicit definition to drive retention and expansion then you’re…MORE >

Back in 2003 a mentor told me, “Steve, you get 1 point for highlighting a problem/concern. You get 5 points for highlighting a solution to a problem. You get 10…MORE >

Written by Mark Pecoraro   Product teams have many different ways to get input on product direction: strategic direction set by the Board/CEO, sales requirements (that next BIG deal), market…MORE >

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 >

From May 14th – 17th, Medallia set up shop in Long Beach, California to put on their annual conference, Experience. For four days, the biggest brands, the brightest minds, and…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 >

You need customer feedback to be sure you are working on the right things that will strengthen customer relationships and drive expansion opportunities. This template provides the basis for engaging…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 >

The best Customer Success strategies impact every department. Practically everyone with your company needs customer feedback data to understand whether goals are being met and why. The following roles benefit from these account & contact-level…MORE >

How much revenue is at stake? Customer Success & Financial Linkage FTW. View your customer sentiment in terms of revenue. The top bar graph shows the average amount of money spent by…MORE >