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Best Practices Webinar with Intacct
Customer Success + Active Listening = Customers for Life
Hear from the team at Intacct on how they use best practices and analytics from TopBox to improve the customer experience & success.
In this webinar, learn how one team has been able to act on feedback and increase customer success
In this 45-minute fireside-style Q&A discussion, you’ll hear from VP of Client Services, Derek Taylor and Program Manager, Kimberly Graham, alongside Waypoint Group CEO, Steve Bernstein.
They’ll share how they’ve created an efficient workflow that helps close the loop with ALL respondents using different tools like TopBox, Gainsight and Salesforce. The team will also discuss how they view different segments of customers with account-based strategies, including those Silent Accounts who are known to churn faster. All these efforts have been useful in improving systematic change to strengthen relationships with customers and build Customers for Life.
Included topics & where to find them in the recording:
- Evolution of the program: 2:30′
- Best practices in Program Design (Contact recruitment, Role-Based Reporting): 6:00′
- Closing the Loop with Individuals (Tools used, process for the team): 17:26′
- Closing the Loop with Accounts (1:Many, Using the feedback in Account Reviews): 24:30′
- Analytics to understand themes & Driving Engagement: 27′
- Sharing the insights across the company: 31:18′
- Customer response & Sharing the Feedback with Customers (Active Listening): 33′
- Root Cause & Communications: 35:15′
- Comment Analysis: 40′
- Advice to fellow practitioners: 41:05′
Use these insights to fuel:
- A focused closed loop follow-up process
- Strong customer relationships
- Product enhancements
- Quarterly Business Reviews
About the Presenters
Derek Taylor, VP of Client Services, Intacct
Derek Taylor has more than 20 years of experience helping companies both large and small develop standards, metrics, packaged services, and on-boarding processes. As VP of Client Services, Derek oversees Intacct’s professional and technical service teams, implementation partners, and customer support organization. Previously, he has held leadership positions in Customer Success at Responsys, Digital Fuel and Extensity.
Kimberly Graham, Customer Success Program Manager, Intacct
Kimberly has been working with Intacct since late 2012 and is focused entirely on customer success. In her role as Program Manager, Customer Success at Intacct, she has the exciting opportunity to create and implement customer-facing programs and initiatives as part of the comprehensive Customer for Life Program. Intacct is 100% invested in meeting the needs of financial professionals, 100% focused on customer success, and 100% committed to the cloud and as a result she couldn’t be happier and more proud to be part of the Intacct team.
Steve Bernstein, CEO, Waypoint Group
Steve is a B2B customer experience expert with 20+ years of experience in developing leading strategies with hands-on execution. He is the Founder of Waypoint Group and mastermind behind TopBox. His goal is to transform the way B2B companies measure and improve customer success with strategic metrics and tangible ROI.
Prior to founding Waypoint Group, Steve was responsible for Solutions Development at Satmetrix, the co-developer of Net Promoter®, where he assisted clients with implementing customer loyalty programs, while also running Satmetrix’ own program as a showcase of best practices and real results. Before joining Satmetrix, Steve held Vice President positions at Enkata and Blue Pumpkin, where he led the charge to develop winning customer-focused strategies that led to sustainable growth, profitability, and #1 market share position. Steve has also held senior leadership positions with Cipient, Cisco Systems, and other global organizations.
Steve is Net Promoter Certified and was awarded his BA in Economics from University of California at Berkeley (Go Bears!)