A 3-part Customer Success Metrics interview series, where we asked some of the brightest minds in Customer Success to weigh in about the metrics that matter to them most. Check out the round-up of this month’s content to learn the most important Customer Success metrics.
UserIQ compiled this list of the top customer success blogs and the experts who run them that are constantly sharing their best new ideas on customer success concepts, strategies, and tactics. DesiredPath's Kia Puhm was featured on the list.
There are certain undeniable truths in life: death, taxes and software that does not always work as intended (and more often than CS would like).
What is Customer Success to do when releases go wonky, the product is lacking features customers are asking for, the roadmap shows no indication of when they will be added, or users don't "use the product as intended" (i.e. it's the customer's "fault")?
Join Kia Puhm, Founder & CEO of DesiredPath, as she explores how to navigate this Product-Customer Support-Customer Tug of War to turn a potentially toxic situation into a healthy, natural tension that keeps the product innovative and meeting the evolving needs of the customer and keeps Customer Success sane!
Fintech and Open Banking: Valuable Lessons from the EU.
Founder Kia Puhm was invited to speak on a panel discussing changes occurring in the banking industry due to the advances in FinTech. Kia shares how banks can use Customer Experience as a key competitive differentiator in open banking.
Customer Success is a Mindset, Not Just a Department
October 3, 2019
Collaboration is key for customer success. Customer success is not just one department's responsibility, it is a mindset that needs to be embraced by everyone - vendors, their employees and customers alike - to ensure that customers realize value. Check out the round-up of this month’s content below to help drive collaboration around making customer's successful.
Most organizations are unable to measure the value of their customer-focused efforts leading to ineffective spend against retention and inhibiting their ability to focus on growing customer revenue. Check out the round-up of this month’s content below to help you develop an intelligent framework to revenue growth.
How To Keep the Revenue Your Company Worked So Hard to Earn
June 19, 2019
Companies work hard to attract and win their customers but that effort is for naught if the revenue is going out the door just as quickly as it came in. Kia Puhm shares a better way to manage revenue and reviewed the industry's first metrics - developed by DesiredPath - to measure the full customer funnel.
As competition continues to pop up, it’s increasingly important to consider a growth approach across each funnel stage (not just lead gen), but also in onboarding, customer success, outbound, conversion, and more. GrowthTO meet-up event saw lighting talks from Coca-Cola, DesiredPath, Google and TopHat to discuss sales' impact to company growth.
It's Time We Understood Our Customer's Desired Path
May 31, 2019
Use a customer-centric approach to create an Intelligent Framework™ that drives product adoption, loyalty and expansion. Check out the round-up of this month’s content below to help you best understand your customers’ desire path.
The theme for this year's CSA SuccessCon conference series is The Profitability Blueprint which looks at the role Customer Success plays in generating profitability for a company. DesiredPath CEO Kia Puhm spoke about How to Turn Customers into Bigger Customers.
UserIQ's 2018 SaaS User Adoption and Onboarding Benchmarking Report showed that companies are still struggling with user adoption and onboarding. They recently interviewed Kia Puhm for tips on creating a user adoption strategy.
UserIQ Webinar: Top User Adoption and Onboarding Trends for 2018
August 5, 2018
As customer success has become a critical strategy for SaaS businesses in the Age of the Customer, proper onboarding and strong user adoption initiatives are key to long-term success. This webinar sets out to understand how SaaS businesses today are handling these efforts. How big of a role does user adoption play in the customer journey, where are teams finding success, and where are they struggling?
Funnel Cake: The Impact of Customer Success Before the Sale
June 3, 2018
Funnel Cake recently sat down with Kia Puhm to discuss the impact of Customer Success before the sale. They talk about how Customer Success can have an impact on sales and marketing and what value the role can bring in the earlier stages of the buyer's journey.
Pulse 2018: Journey Orchestration, This ain't your grandparent's old journey map!
April 11, 2018
Companies either do not have a customer journey map, or when they do, it's really the process map they would like customers to follow in adopting the product. This workshop presented at Pulse 2018 reviews how to design a journey map that actually maps to your customer's journey and how that insight significantly helps companies align to it and accelerate their growth.
Churn Zero Webinar with Kia Puhm: Accelerate Account Expansion
March 4, 2018
ChurnZero invited Kia Puhm to speak on their webinar about accelerating account expansion. Listen to learn more about how to use your customer journey and segmentation to drive up-sell and cross-sell opportunities.
CSA: The Now and Future of Customer Success, A Success Plan for Customer Success
October 22, 2017
The Customer Success Association held its quarterly SuccessCon event this past week. CEO, Kia Puhm, was invited to speak about the future of Customer Success sharing her thoughts on "A Success Plan for Customer Success".
The CXPA, or Customer Experience Professionals Association, dedicated to cultivating the Customer Experience profession and through their local networks, regularly host events to advance the knowledge amongst the industry’s professionals. Run by a dedicated group of CX professionals, the Toronto local chapter headed up by Derek Bildfell, focused on Human Design Thinking for this month’s event.
Totango Summit 2017: Journey Towards a Customer Centric Organization
February 28, 2017
The objective of every company is to drive revenue, and business operations should be aligned to support that goal. View this slideshow to understand what it means to be a customer centric organization and know the three tenets to becoming so.
In this white paper, we will look at how SaaS companies should leverage customer knowledge to develop strong and long lasting relationships that deliver benefits to both parties. We'll also look at the 3 biggest renewal challenges and how to navigate around them.
Improving Customer Retention by Managing the Customer Journey
April 4, 2016
Customer retention means knowing why your customers bought and delivering on your commitment to provide what you sold. By managing the customer journey, customer retention can be a proactive and enjoyable process. Listen to the webinar for best practices on customer retention.
Understanding your entire customer lifecycle is the foundation of an effective Customer Experience (CX) framework that drives revenue, retention and scale. This webinar recording contains the 3 fundamental elements critical for establishing a disciplined and sustainable CX framework that increases product adoption, customer lifetime value, and loyalty.
From the get go, Customer Success has essentially been about how to make customers successful. The focus of goal attainment however has been on reaching project milestones, not value. Check out the round-up of this month’s content to help you measure and demonstrate value realized to customers.
How do you practically apply Customer Experience to achieve revenue growth? In this session, Melissa Madian will be joined by the Founder of DesiredPath, Kia Puhm, to provide some real talk on common mistakes made in your customer’s journey, how to combat them, and how to enable your employees to create a fabulous customer experience.
Customer-Centric Success! Value Realization! Revenue Growth!
Melissa Madian and Kia Puhm held an interactive experience at the Arts Court Theatre which had participants learning how to align around the customer to optimize how revenue-focused functions create a meaningful experience for customers that results in acquisition, retention and growth.
Customer-Centric Success! Value Realization! Revenue Growth!
Many trendy terms are thrown about, commanding businesses to do these things or fall behind. But how does a company align around the customer and optimize revenue-focused functions so they create a meaningful experience that results in acquisition, retention and growth of customers. Check out the round-up of this month's content to help drive the ultimate customer journey experience.
The User Adoption Podcast is a series of audio interviews from all over the world with professionals talking about how to improve user adoption for product/service businesses of any size, internally or externally, tech-focused or not. Henrik de Gyor sat down with Kia Puhm of DesiredPath to get her take on adoption.
When companies embark on their journey to becoming customer centric it can seem overwhelming. Change requires time and people intrinsically like to avoid it. Check out the round-up of this month’s content below to help you reinforce customer centric thinking at your organization.
Revenue protection is expensive, time-consuming and never goes away. Yet companies demonstrate a distorted understanding of what this means. Check out the round-up of this month’s content below to help you optimize the value of customer-focused efforts.
Owning revenue is critical to scaling Customer Success yet the debate about whether they should do so is still hotly discussed. DesiredPath moderated a live webinar panel discussion hosted by Nudge to get to the heart of the matter.
Profitability and whether Customer Success should own revenue continues to be a topic of great debate within the industry. What is not disputed is that companies continue to look for ways to drive smarter, faster revenue growth. Check out the round-up of this month’s content below to help you navigate this challenge.
On Valentine's Day Wootric waxed poetic about the CX professionals that "make our lives better, share their expertise, uplift our spirits, and show profound generosity" to help contribute to the widespread adoption of CX. Kia is a CX expert they love.
Strategy Institute Insights eBook: Customer Retention and Future Trends
April 17, 2018
In part two of Strategy Institute's eBook series, they asked industry leading speakers for their input on how to retain customers looking to cancel and where they see the future of customer success heading. The ebook contains insights from five of the 2018 Customer Success Top Strategists and continues where part 1 of the eBook left off.
Strategy Institute Insights eBook: Determine Value & Measure Insights
March 21, 2018
In part one of Strategy Institute's eBook series, they asked industry leading speakers for their input on how to determine the value of customer success and measure customer satisfaction. The eBook contains insights from five of the 2018 Customer Success Top Strategists.
Join Customer Success executives Nate Rosenthal, Square, Gillian Heltai, Talkdesk, and Travis Bryant, Front, as they discuss with moderator Kia Puhm, K!A CX Consulting, the journey their respective organizations took in accelerating the impact of Customer Success with measurable results.
Kapta: How the Best Deliver Ongoing Customer Success
February 4, 2018
Kia had the pleasure of sitting down with Kapta CEO, Alex Raymond, to discuss how the best Customer Success teams out there are delivering ongoing Customer Success. They talk about prescriptive Customer Success Plans, proactive CSPs, how to master QBRs and how to grow into your Customer Success role.
NGDATA helps brands redefine the customer relationship with data. In July, they posted the list of the Top 50 Must-Listen to Customer Experience Podcasts along with the three key episodes from each. ServiceRocket's Episode 41 with CEO, Kia Puhm, made the top of the key episodes list.
Vision Critical invited Kia Puhm to speak on a panel of Customer Experience (CX) experts together with Paul Teshima (CEO of Nudge.ai) and Tammy Chiasson (Director CX, Strategy and Innovation at Tangerine).
Pulse 2017: Using Adoption Parameters to Develop an Account Segmentation and Coverage Model
May 10, 2017
Companies often segment accounts based on criteria irrelevant to how those customers adopt technology leading to the development of incorrect account coverage models. Listen to the presentation to discover how to effectively segment and resource accounts.
Accelerating Customer Expansion by Managing the Customer Journey
May 1, 2016
Customer expansion means understanding your customer's business and using that knowledge to make your product a critical element to their growth. Listen to the webinar to understand how to make customer expansion a deliberate practice.
In this white paper, we will explore three key parts of the customer adoption lifecycle; the customer journey, account coverage model and measuring customer health. By focusing on these three components, SaaS companies can drive customer adoption into long-term customer loyalty.