Steve Bernstein Email & Phone Number

Are you a B2B technology company looking to understand how to expand relationships with existing clients? Or do you need key information and insights on the root cause of occasional customer churn? As the Co-Founder and Principal Consultant for Waypoint Group, I help B2B companies accelerate revenue growth and positive word-of-mouth from their existing customers. Our primary offering, Waypoint’s TopBox™, is a cost-efficient solution that combines SaaS and Salesforce integration with Voice-of-Customer (VoC) expertise, administration, and consulting, developed specifically for B2B firms seeking to grow an army of promoters that advocate on your behalf. TopBox empowers our clients to effectively amplify and act on customer insights to fuel stronger relationships and accelerate profitable growth.Why should there be NPS specifically designed for B2B? B2B has a significantly longer and more complex buying cycle, often involving numerous stakeholders to make buying decisions and not just working with end-users alone. As the graphic below shows, trustworthy and representative, feedback can become a powerful tool for B2B firms. More specifically, 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. I have worked in the Customer Experience field for over 20 years and earlier in my career as a software developer, business intelligence expert, and product developer. I developed new solutions for Satmetrix, creator of the Net Promoter System and collaborator with Bain Consulting. As NPS was initially a consumer-focused method, we founded Waypoint in 2009 to tilt NPS to the complexities of B2B. In 2013, I authored Failure Sucks! (More for Your Customers, Than for You.): A B2B Guide to Customer Success. The book contains examples, checklists, and tips for your Customer Success and Experience efforts. As a result of this practical guide, I am pleased to be known as a pioneer in NPS for B2B.At Waypoint Group, 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.

Listed skills include Customer Experience, Strategy, Analytics, Crm, and 36 others.

• 

  University Of California, Berkeley

  Economics