CX & Customer Success resources

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 >

Announcing our latest research-driven whitepaper: The “Silver Bullet” to Customer Health Scoring B2B companies are looking for smart ways to accelerate profitable growth through improvements in customer retention and expansion….MORE >

A: They all articulate the challenge of Business-to-Business work. Let me explain… You keep using that word…  I do not think it means what you think it means. There is…MORE >

I’m proud to announce that Waypoint Group’s TopBox, the B2B-centric customer engagement and visualization engine, has won Temkin Group’s Vendor Excellence award. Evaluating industry providers and products based on customer…MORE >

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 >

If your company sells products and services to other businesses (B2B), are you confident that your customer engagement process is utilizing an effective B2B approach?  Many companies make the mistake…MORE >

Customer advocacy, listening, engagement, and experience (CX) are hot topics in 2018. These terms were surely overused last year but they highlight a heightened awareness of the Customer Voice. It’s clear that brand…MORE >