My next guest is Kia Puhm, a trailblazer in the field of Customer Success with 26 years of experience in the tech industry, is the founder and CEO of DesiredPath. Obsessively passionate about aligning the interests of customers, vendors and employees, Kia created the Intelligent Framework™ to help companies be customer-centric to achieve smarter, faster revenue growth.
00:00 Why You Must Be Agile to Support Your Clients’ Path and Desires?
02:36 Companies that organize their business around customers drive revenue more effectively.
05:07 How Kia helps companies create analogous metrics in the post-sales funnel to measure customer progress.
08:14 Why it is important to observe the paths of desire that your customers take repeatedly.
11:26 Why Kia starts with a customer-centric approach and only then look at the activities.
14:26 Consider the whole customer company with all the different stakeholders and personalities.
19:23 Why focus on individual customers’ needs.