Waypoint Group LLC

Waypoint Group’s primary offering TopBox is an account-centric customer feedback engine specially designed for B2B firms. TopBox helps NPS and quantifiable Voice of the Customer feedback address issues in three main areas: 1) Response rates to surveys. We often achieve 80% or more. 2) Customer churn and expansion potential. 3) Relationship Strength and Depth. A single point of contact often turns into a single point of failure. Key TopBox features include: ⎷ Enabling account teams to automatically view feedback that is linked to financial goals in order to prioritize actions ⎷ Role-based reporting that directs teams to close the loop with the appropriate contact at all levels ⎷ Intuitive use, with results shown immediately and powerfully, via Salesforce or app ⎷ Using the insight for robust internal conversations and customer meetings, insights for the Customer Success, Product, and Marketing departments, and creation of a powerful pipeline of Promoters ⎷ Balancing the use of automation with support for tasks requiring a personal touch ⎷ Additional insights such as Ideal Customer Profile (ICP) analysis, customer journey mapping, and front-line education for strengthening customer relationships. We work for many B2B SaaS (Software as a Service) companies and other technology providers. In 2013, our Co-founder and Principal Consultant Steve Bernstein wrote Failure Sucks! (More for Your Customers, Than for You.): A B2B Guide to Customer Success. Steve has become known as a pioneer in NPS for B2B. Delighting clients has been our goal all these years, and we are pleased that in 2021 G2 Crowd awarded Waypoint’s TopBox with Best in “Ease of Doing Business.” based on practicing what we preach to accelerate our clients’ results with a B2B-specific VoC program. ► Are you looking to increase customer engagement and create customers for life? Contact steveb@waypointgroup.org.