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To NPS, or Not to NPS?
A prospective client recently posed this question: My CEO continues to focus on NPS, but it’s so volatile and so we’re looking for ways to smooth it out so we…MORE >
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The 5th Way B2B Companies Can Accelerate Growth
Part 5 of 5: Optimize your company’s resources to make the bets that will deliver the biggest bang for the buck Welcome to the 5th and final installment on Accelerating Growth…MORE >
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Customer Experience: Fake It At Your Peril
Dear IBM, HPE, Software AG, and the other 31-B2B Technology Companies on the Top Half of Temkin’s latest research, You might have seen Temkin Group’s just-released annual benchmark of IT Companies. Congratulations on your…MORE >
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5 Ways B2B Companies Can Accelerate Growth (Part 2)
Utilization ≠ Adoption Welcome to the second installment of this series about accelerating growth in B2B. I started this series by illustrating how retention is the cornerstone of growth and…MORE >
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5 Ways B2B Companies Can Accelerate Growth
As the leader of a B2B company, you want to see your growth indicators going off the charts. You’re always looking for a way to do more, better, with less. The question…MORE >
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Is Your NPS Cheating You? (Part 3)
“Survey” is a 4 letter word. Welcome to the final installment of this 3-part series about improving client relationships. In this installment we’ll discuss how to improve the rates of response…MORE >
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CS: Called for the Very First Time
There was a great discussion this week on the Customer Success Forum group page on LinkedIn that got me thinking about how companies approach speaking with customers about customer success…MORE >
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What does Governance Mean in B2B Net Promoter Programs?
In last week’s post, Net Promoter in B2B is Lying to You, I showed how Net Promoter Scores can lead to incorrect conclusions and actions for B2B firms. In that video,…MORE >
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Must-read Research: B2B Marketers Must Heed the Voice of the Customer
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 >
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2 FAQs on Customer Experience
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 >
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Leveraging Net Promoter with 3 Steps to Acquiring New Sales Ready Leads
We just completed a short webinar with our friends at TrueInfluence that was not only well-attended but also had excellent “Question & Answer” participation toward the end. It’s titled, “3…MORE >
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Estimating the ROI of Customer Centricity
Note: This presentation by Kunal Gupta of Burke at NACCM 2010 echoes the sentiment you’ll often read here on the Waypoint blog. Followers of this blog know that everything we…MORE >