Search Waypoint Resources
-
Read More
-- Article --Stop the Check-InSanity: How to Make Ongoing Customer Interactions a Win-Win
“I’m just checking in to see how things are going. Is there anything I can be doing to help?” Ever been confronted with a question like that one? If so,…MORE >
-
Read More
-- Article --If someone asked what is a good NPS score for companies in our space, what would you say?
What’s a good NPS score? How do we compare to other companies like us? I’ve been asked these questions too many times to count. I wish I could just say…MORE >
-
Read More
-- Article --Are you making this critical connection with your customers to strengthen relationships and drive loyalty?
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 >
-
-- Article --
Simple advice for how to win in your career
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 >
-
Read More
-- Article --The Importance of Collecting NPS and Gathering Feedback for the Product Team
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 >
-
Read More
-- Article --Aligning Customer Success With Customer Experience Company-Wide
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 >
-
Read More
-- Article --What to do when you spend all your time on Customer Success, yet you don’t have time for Customer Success
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 >
-
Read More
-- Article --You are responsible for Customer Success, but are you driving Customer Success?
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 >
-
Read More
-- Article --Medallia Experience 2018 Recap
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 >
-
Read More
-- Article --The Power of Leading Indicators in Customer Success: Here’s What To Measure
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 >
-
-- Tool/Template --
Joint Success Plan Template
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 >
-
Read More
-- Article --Is NPS Right For Your B2B Company?
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 >