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Welcome to Scale Your Sales weekly Monday 12 midnight GMT podcast, No 8. of 42 Best Podcast For Every Sales Professional 2020. Dedicated to learning from amazing experts and influencers to help you on your journey to Scale Your Sales. A show created for B2B executives, sales leaders, key account managers and customer serving professionals, to engage with lively conversations on customer experiences, strategic revenue growth and modern sales know-how.

I am Janice B Gordon, the Customer Growth Expert. Sales is not a function of the business; sales are the primary outcome of the business and marketing is a part of this sales process rather than the other way around. What is critical to a productive business is how the customer experiences the sales process and what outcomes the customer requires from the sale. The more focused you are on the customer outcome the more productive your sales process. More on Scale Your Sales website.

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Mar 13, 2021

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.

23:14 End.