Reflecting on the Last Year


Customer Success Articles by DesiredPath

The new year brings with it the opportunity to reflect on the past year’s accomplishments and to set one’s sights on the goals for the year ahead.


It’s been almost a year now since I established my own company, K!A CX Consulting, and what an excited year it’s been! 


I have had the good fortune to work with truly awesome people, at great companies, doing amazing things.  This was sincerely the most rewarding part of the work for me!


And the content work?  If someone had told me last year that I would be writing and publishing content I would have thought they were crazy. 


I mean, one of the perks of studying Computer Engineering (aside from the fact that I love maths and sciences), was that I’d never have to study English and write again.  Or so I thought. Ha, the joke was on me!


The last year saw the start of my budding “writing” pursuits.


In total and over 9 months, I wrote and published 25 articles, 3 books and 3 webinars. Wow (my inside voice whoops)!


I won’t profess that it was always easy or even enjoyable, but it was definitely fulfilling.


Seeing what you all were interested in, responding to, commenting on, that was fun. 


The customer journey and how to compensate the Customer Success team is currently top of mind for most, leading me to observe that this industry is still in the building stages of its evolution.


Top 5 Most Popular Articles

1. Customer Success and Compensation

2. The Magic Behind a Single Customer Journey

3. Don’t be Friends with your Customers

4. Eloqua Story – Part I and II

5. Your Secret to Success


Equally as interesting is what was passed over or not read as much.


It appears that collectively we still do not recognize how critical understanding the customer and continuous feedback loops to acquire customer intel are for driving customer loyalty and retention, and ultimately revenue.


Top 5 Least Read Articles

1. Making Product Adoption Frictionless for the Customer

2. Introducing Customer Closed Loop Feedback, It’s good business

3. Have Customers Tell You How Great They Are

4. How Business Maturity Plays into your Expansion Strategy

5. Be a Strategic Partner to Win & Retain Revenue


A google search I performed on “what is the value of writing” yielded the following, fitting quote from Marquette University:


Writing is the primary basis upon which your work, your learning, and your intellect will be judged – in college, in the workplace, and the community.


My wish is that you have found the thoughts and insights that I’ve shared based on my years of experience in Customer Success to be valuable.


My content goal for this year is to continue to share worthwhile content that offers pragmatic advice as we all together collectively advance the Customer Success industry.


If you have ideas and thoughts for articles or content you would like me to write about, please feel free to send them to me at kia@thedesiredpath.com.  I would love to hear from you.


I wish you all a healthy, happy and prosperous year ahead.


Happy New Year!

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