Kia Puhm

Kia Puhm is an entrepreneurial executive with 21 years of experience leading strategic corporate initiatives. She has held executive positions in account management, customer success, services, and support at companies such as: Oracle, Eloqua, Adobe (Day Software), Intelex Technologies, and Blueprint Software Systems. Kia has pioneered the art of Customer Experience by leading businesses through the transition to customer-centric organizations. Her methodology provides clients with a disciplined and sustainable approach to increasing customer lifetime value & loyalty.

  • Accelerating Customer Expansion by Managing the Customer Journey Webinar Slides

    Accelerating Customer Expansion by Managing the Customer Journey Webinar Slides

    The predictable ability to grow existing accounts accelerates both revenue growth and profitability for SaaS businesses. Often the customer success team is responsible for this type of expansion.

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  • Driving Revenue Through Customer Segmentation

    Driving Revenue Through Customer Segmentation

    When customers reach their goals using your product, they are being successful and, as important, they are seeing such a good return on investment they want to to do more with it.

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  • How Business Maturity Plays Into Your Expansion Strategy

    How Business Maturity Plays Into Your Expansion Strategy

    This concept of continual development is described as “business model maturity” because the customer evolves or matures as they use your product.

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  • How To Keep Customers Motivated and Focused

    How To Keep Customers Motivated and Focused

    The customer journey is a “roadmap” that takes the customer from point A to point B - from where they are today to where they will be in the future with the use of your product.

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  • Improving Customer Retention by Managing the Customer Journey Webinar Slides

    Improving Customer Retention by Managing the Customer Journey Webinar Slides

    By focusing on helping make customers successful each step along the way, you will keep your customers happy, loyal and buying more.

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  • Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

    Use Benchmarking to Demonstrate Value and Slim Down That Churn Rate

    To show customers how well your product is performing, it is important to provide them the metrics. We are talking about benchmarks on how they are currently doing and where they should ideally be.

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  • Be a Strategic Partner to Win & Retain Revenue

    Be a Strategic Partner to Win & Retain Revenue

    It is the customer experience that determines revenue. You need to listen to what the customer wants to achieve, and then help them achieve it.

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  • Top Renewal Challenges: The Numbers Tell the Story

    Top Renewal Challenges: The Numbers Tell the Story

    In a world in which churn is a reality, SaaS companies need to be aware about why customers leave so they can develop well-defined strategies and tactics to retain them.

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  • Measuring Customer Health: A Guidance and Feedback System

    Measuring Customer Health: A Guidance and Feedback System

    For SaaS companies, it is difficult, if not impossible, to assist every customer at every point in their journey when the business is continually growing faster than resources.

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  • Establishing Roles and Responsibilities to Drive Customer Success

    Establishing Roles and Responsibilities to Drive Customer Success

    The best way to make this happen is through an account coverage model, which provides clarity about roles and responsibilities to support and drive the customer journey.

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  • Defining and Managing Your Customer Lifecycle Webinar Slides

    Defining and Managing Your Customer Lifecycle Webinar Slides

    Understanding your entire customer lifecycle is the foundation of an effective customer success process. Defining both your internal process and your customer's journey are essential.

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  • Your Secret to Success - Lies Within Your Customer’s Journey

    Your Secret to Success - Lies Within Your Customer’s Journey

    What’s the key to success for SaaS companies? It’s happy customers who receive a lot of value from your service. And the best way to make that happen is developing a customer journey.

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