About the Author

Steve Bernstein is a leading authority on Customer Success and Voice-of-Customer programs, with twenty-plus years spent developing leading strategies and delivering hands-on execution in the discipline.

Bernstein is currently with the Waypoint Group-a think tank and consultancy helping B2B firms create more profitable customer relationships-which he founded in 2009. Prior to this, he led Solutions Development at Satmetrix, the co-developer of Net Promoter(R), and he held leadership positions at firms such as Cisco and Blue Pumpkin.

You can catch his blog posts at Customer Insight = Revenue (http: //waypointgroup.ORG/blog), or hear him speak at industry events such as VoC Fusion and Total Customer Experience Summit. He also contributes best practices in the Customer Success Beat and other publications. Follow Waypoint Group @waypointgrpb2b on Twitter.

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