Search Waypoint Resources
Understanding Strategic Accounts Webinar
Strategic accounts are integral to your business.
So we dedicated 30 minutes to showing you how TopBox uses customer feedback to distinguish success with segments — like Strategic Accounts — using the right account-based metrics.
Included in this webinar:
Managing different accounts to ensure customer success can be an overwhelming task if given little direction on where to focus account outreach. The best customer success initiatives are genuine in helping people achieve their goals in a proactive manner, not just around renewal time.
Use an account based approach when analyzing customer feedback to understand how specific customers view your company, comparing their sentiment with similar customers in a segment. For this product showcase, CEO Steve Bernstein walks viewers through a Strategic Account view of understanding which customers are successful and how to act on the feedback.
Analyze the dynamics of different segments, like Strategic Accounts, to answer questions like…
- Which people within your Strategic Accounts are your biggest advocates?
- How much revenue is at risk of churn?
- Where should Account Managers focus their account outreach?
- Are there any upsell or cross-sell opportunities within Strategic Accounts?
Use these insights to fuel:
Collecting feedback is not just an exercise in surveys. When the data is used properly, voice of customer input can fuel revenue for many different parts of the business.
- Customer success in QBR’s for Account Teams
- Product innovation for Engineering
- Referrals for Marketing
- Upsell/cross-sell opportunities for Sales
- ROI for the C-Suite
About the presenter
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!)