CX & Customer Success resources

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 >

I am often asked, “What’s a good response rate for my B2B NPS/Customer survey?”  Since we know that response rates can be a potent indicator of renewal and expansion, improving…MORE >

We know that true/organic “customer loyalty” is a longer-term play.  As one example, a company can invest in short-term promotions and shell-games to pull in deals “this quarter,” or they…MORE >

I recently ranted about how to best accelerate profitable growth (Accelerating profitable growth: How to tip the scales in your favor), “…we know that good Merger & Acquisition activity can…MORE >