Confirmit

JUNE 15, 2017

Last week customer experience practitioners and executive-level VoC program sponsors from leading organizations convened in New York City for Confirmit’s Second Annual B2B Summit. This is one of our key events of the year and it’s getting bigger and better every time.

B2B 40

B2B Net Promoter Score VOC NPS 40

Waypoint Group

JANUARY 23, 2015

When logging into a SaaS vendor, B2B employees need to get right to the point. But with so many options for what is “deemed important” in customer success, a B2B voice-of-customer (VoC) dashboard has a unique set of requirements. High response rates generally equate to highly engaged customers. %

VOC 61

VOC NPS B2B Non-Profits 61

Waypoint Group

OCTOBER 17, 2019

Concrete customer input removed the guesswork from internal communications. Deeper insights helping marketing create excellent customer-company interactions . Reciprocity strengthens customer relationships while increasing CSM team productivity by 50%+. Seeking trustworthy feedback. Reciprocity, Inc.

B2B 40

B2B Actionable Insights NPS Compliance 40

CX Journey

DECEMBER 11, 2014

Don’t be weathered by the prep at first, Customer feedback can navigate the worst. Chances are, you already have the data just by simply running a voice-of-customer initiative! These metrics will clue you in to the full picture of your customer relationship and whether your feedback can hold back the thunderstorms.

B2B 62

B2B VOC Start-ups Sports 62

Waypoint Group

JANUARY 14, 2015

In the customer feedback world we’re often tempted to use average scores to present our feedback (survey) results. but for product usability it’s 5.89, so clearly ease-of-use is something we need to focus on in order to drive customer retention.” to 8.31 — we are improving!”

Net Promoter Score 45

Net Promoter Score B2B NPS Customer Feedback 45

Waypoint Group

OCTOBER 26, 2017

Research has shown that 70% of B2B companies collect NPS®-like data but only 30% actually use customer feedback. By participating in our no-risk trial you can gain immediate insights, help your company grow, and stop being part of the 70% that actually erode customer relationships by asking for feedback but do nothing with it.

NPS 40

NPS B2B Customer Feedback Customer Relationship 40

Waypoint Group

JUNE 7, 2018

I recently wrote about the importance of leading indicators to improve customer retention and expansion rates in B2B environments. Waiting for financial results is too late; it behooves every company to embed a simple and repeatable set of steps that strengthen customer relationships over time. Here’s why and how.

B2B 40

B2B VOC B2C Start-ups 40

Waypoint Group

JUNE 19, 2019

We have just published a new whitepaper for folks driving Customer Success in B2B firms and seeking to proactively engage the right customer-contacts in the right way at the right time to obtain the right insights. Accelerated expansion revenue from existing customers. Reduced churn.

B2B 40

B2B Customer Retention Sales Customer Relationship 40

Waypoint Group

MAY 23, 2018

A good CS leader needs to know how well team members are strengthening customer relationships. So what metrics are good indicators of strengthened customer relationships? Consider using a B2B-centric customer feedback tool such as TopBox to be able to collect and visualize the health of the account in a scalable way.

Non-Profits 40

Non-Profits B2B Sales Voice of the Customer 40

Waypoint Group

SEPTEMBER 4, 2019

Dennis Dube, VP Revenue Operations for Advance Local (LinkedIn here ) sat down recently with Steve Bernstein, CEO and creator of the B2B-centric customer engagement solution, TopBox , to talk about Dennis’s experiences with active listening as a means to strengthening customer relationships. missed customer expectations).

Net Promoter Score 40

Net Promoter Score Construction B2B Start-ups 40

SurveySensum

JULY 14, 2020

A leader in customer experience, he has spent years in leading successful CX, Voice of the Customer (VoC), and marketing teams. Chad Horenfeldt – Director of Customer Success at Kustomer. Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League.

Customer Experience 132

Customer Experience CX E-commerce Social Media 132

Waypoint Group

JUNE 13, 2018

When I work with Customer Success teams to embed proactive processes to strengthen customer relationships, concerns raised are typically centered on, “I don’t have time for that.” Following up on customer support requests. Helping customer contacts with training. Responding to email. Closing renewals.

CX 40

CX NPS Legal Customer Feedback 40

Waypoint Group

APRIL 13, 2022

You’ve invited a supplier to demo what is supposed to be the latest and greatest Customer Feedback or NPS software… What questions should you ask? And/Or, is the vendor talking about business outcomes such as retention rate, engagement rate, and customer relationships? Is there an additional cost?

NPS 40

NPS Net Promoter Score Key Driver Analysis Education 40

Waypoint Group

MAY 18, 2016

The 6 Key Mistakes Companies Make with their Customers. Customers keep the B2B world moving, and as companies grow and markets change, the response to them must also change. Techniques for customer success have been streamlined but not always in a positive way. Thinking of feedback only with regard to a survey.

Customer Experience 40

Customer Experience B2B Start-ups Sales 40