As the subscription model has spread from the cloud and SaaS to more sectors of the economy, that pivotal role will only grow in importance. That’s because if you want to compete and thrive in this new environment, you need to put the customer at the center of your strategy. You need to recognize you’re no longer selling just a product. You’re selling an outcome. Customer Success Managers (CSM) are committed to capturing and delivering those outcomes by listening to their customers, understanding their needs, and adapting products and services to drive success. Although several existing resources address the customer success imperative, there is no authoritative instruction manual for the CSM profession—until now. The Customer Success Professional’s Handbook is the definitive reference book for CSMs and similar roles in the field. This practical, first-of-its-kind manual fills a significant gap in professional customer success literature, providing the knowledge every CSM needs to succeed—from the practitioner level all the way to senior leadership. The authors—acknowledged experts in building, training, and managing Customer Success teams—offer real-world guidance and practical advice for aspiring and experienced CSMs alike. The handbook is written by practioners for practioners. An indispensable resource for front-line Customer Success Managers, this much-needed book: Demonstrates how to build, implement, and manage a Customer Success team Helps new CSMs develop their skills and proficiency to be more employable and grow in their careers Provides clear guidance for managers on how to hire a stellar CSM Presents practical tactics needed to drive revenue growth during renewal, expansion, and customer advocacy opportunities Explains proven methods and strategies for mentoring CSMs throughout their careers Offers valuable insights from Gainsight, the Customer Success Company, and the broader customer success community with more than a dozen of the industry’s most respected leaders contributing their perspectives  Currently, with over 70,000 open positions, Customer Success Manager in one of the fastest-growing jobs in the world. The Customer Success Professional’s Handbook: How to Thrive in One of the World's Fastest Growing Careers—While Driving Growth For Your Company will prove to be your go-to manual throughout every stage of your CSM career.

    His night at the hotel begins with promise, but then his prospective one-night stand walks out on him. Leaving town, Denny is mistaken for look-a-like Homer Dumpling, a popular native son who mysteriously disappeared from town three years earlier. Instead of correcting the mistake, Denny dons his new identity as easily as a Vermonter's winter fleece, and a good thing too-the woman he had hoped to sleep with has turned up dead, and Denny is the chief suspect.As Denny tries to unravel the mystery, he struggles to hide his true identity from Homer's increasingly suspicious circle of family and friends, including Homer's prickly girlfriend. In Denny, Carkeet has crafted a fast- talking bumbler whose instinct for survival will face the ultimate challenge, with readers cheering him on all the way..

    Written with clarity and passion by a leader in the field, it covers all the popular techniques, the fundamentals of setting up a studio, and 14 fabulous projects. The various styles range from traditional cloisonné, champlevé, and plique-à-jour to experimental techniques such as firing enamel onto mesh forms. Even more creative possibilities await in the firing: use copper oxide to create cool color variations or try raku firing for unique effects. All the well-photographed projects, from a vibrantly toned flower ring to an elegant set of buttons with a delicate leaf pattern, encourage novices to use their skills and imagination.

    Then the love affair turned sour - strikes, bad food, delays, disasters...Parallel Lines tells the story of these two railways: the real railway and the railway of our dreams. Travelling all over Britain, Ian Marchant examines the history of the British railway and meets those who still hold the railways close to their hearts - the model railway enthusiasts, the train-spotters and bashers (a hybrid of train-spotting where the individual - usually male - has to travel behind a certain locomotive in order to catalogue it), the steam enthusiasts. He swaps stories with commuters at the far reaches of London suburbia, he travels to deserted railway museums, and smokes cigarettes on remote, windswept stations in the furthest corners of Scotland, turning his characteristic eye for character, humour and surprise to one of the great shared experiences of the British nation.

    Even today remembered primarily as the mentor and lover of Robert Mapplethorpe, the once infamous photographer, Wagstaff, in fact, had an incalculable—and largely overlooked—influence on the world of contemporary art and photography, and on the evolution of gay identity in the latter part of the twentieth century.  Born in New York City in 1921 into a notable family, Wagstaff followed an arc that was typical of a young man of his class. He attended both Hotchkiss and Yale, served in the navy, and would follow in step with his Ivy League classmates to the "gentleman's profession," as an ad executive on Madison Avenue. With his unmistakably good looks, he projected an aura of glamour and was cited by newspapers as one of the most eligible bachelors of the late 1940s. Such accounts proved deceiving, for Wagstaff was forced to live in the closet, his homosexuality only revealed to a small circle of friends. Increasingly uncomfortable with his career and this double life, he abandoned advertising, turned to the formal study of art history, and embarked on a radical personal transformation that was in perfect harmony with the tumultuous social, cultural, and sexual upheavals of the 1960s.Accordingly, Wagstaff became a curator, in 1961, at Hartford's Wadsworth Atheneum, where he mounted both "Black, White, and Gray"—the first museum show of minimal art—and the sculptor Tony Smith's first museum show, while lending his early support to artists Andy Warhol, Ray Johnson, and Richard Tuttle, among many others. Later, as a curator at the Detroit Institute of Arts, he brought the avant-garde to a regional museum, offending its more staid trustees in the process.After returning to New York City in 1972, the fifty-year-old Wagstaff met the twenty-five-year-old Queens-born Robert Mapplethorpe, then living with Patti Smith. What at first appeared to be a sexual dalliance became their now historic lifelong romance, in which Mapplethorpe would foster Wagstaff's own burgeoning interest in contemporary photography and Wagstaff would help secure Mapplethorpe's reputation in the art world. In spite of their profound class differences, the artistic union between the philanthropically inclined Wagstaff and the prodigiously talented Mapplethorpe would rival that of Stieglitz and O’Keefe, or Rivera and Kahlo, in their ability to help reshape contemporary art history.Positioning Wagstaff's personal life against the rise of photography as a major art form and the simultaneous formation of the gay rights movement, Philip Gefter's absorbing biography provides a searing portrait of New York just before and during the age of AIDS. The result is a definitive and memorable portrait of a man and an era.

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    There Robbie leads and idyllic life of rabbiting, backyard science experiments, and hooligan scrapes with his friend Billy. Penola is oblivious even to its minor celebrity as the birthplace of the poet John Shaw Neilson, but poetry means the world to Robbie's new teacher from the city, the stylish Miss Peach, a sixties sophisticate with stirrup pants, Kool cigarettes and Vespa scooter.Miss Peach's artistic yearnings and modern ways prove too much for the good people of Penola, but they fire Robbie's precocious imagination and burgeoning sexuality, until what begins as a schoolboy fantasy has terrible, real consequences.Everything I Knew challenges our determination to believe in the innocence of childhood and adolescence. Yet again it shows Peter Goldsworthy to be a master of shifting tone, from the comic to the tragic, and 'one of the few Australian writers to command superb technique' (Sydney Morning Herald)

    Barbara S. Peterson has been reporting on JetBlue since the “Jet who?” days when few outsiders believed in the company. Drawing on exclusive interviews with more than seventy-five insiders, from mechanics on the tarmac to the CEO, she weaves together a dynamic story of how JetBlue has blended outstanding customer service, inspirational leadership, savvy marketing, and disciplined financial management to come out on top. “It’s fun to read about simple ideas that change the way we do things . . . and it’s always fun to watch the whoosh of good ideas hit the brick walls of habit and bureaucracy. . . .The smart, fast, little guy wins!” —Los Angeles Times “A quick, breezy read studded with mini-profiles, snippets of aviation history and amusing anecdotes.” —The Wall Street Journal “An engaging peek into the open cockpits of the airline industry, its foibles and pitfalls, written by someone who knows the industry, yet still loves to fly. This book is the chronicle of one little airline that could.” —Book Page “Peterson moves beyond personalities to detail how Neeleman crafted more of a branded travel experience than an airline.” —BusinessWeek “[Peterson] gets the inside scoop on JetBlue’s quirky corporate culture and Neeleman’s fresh approach to an antiquated business model.” —Advertising Age

    High Dynamic Range photography is the process of taking several pictures of a scene at various exposures, then merging them into one file. So the entire photo can look crisp and detailed, from highlights to midtones to shadows—and photographers needn’t sacrifice any part of their image. And the best way to master this exciting technology is with this thorough, easy-to-follow, and visually spectacular guide. No other title does justice to these cutting-edge techniques, which actually take the viewer into worlds far beyond normal photography—sometimes even beyond normal human perception. Ferrell McCollough, a widely respected photographer, pushes the boundaries and inspires others to pursue their artistic vision, too. The amazing results simply can’t be achieved any other way.

    Holl reveals his working methods in this book, part treatise, part manifesto, and part, as Holl writes, "liner notes" to fifteen of his projects. Parallax traces Holl's ideas on topics as diverse as the "chemistry of matter" and the "pressure of light," and shows how they emerge in his architectural work: "criss-crossing" at the Kiasma Museum of Contemporary Art in Helsinki, "duration" in the Palazzo del Cinema in Venice, "correlational programming" in the Makuhari housing in Japan. The result is a book that provides a personal tour of the work of one of the world's most esteemed architects. Parallax is designed by Michael Rock of the award-winning design firm 2x4.

    A meditation on life, a philosophical enquiry into human nature and a profoundly funny dissection of urban madness.Christopher Ross, philosopher and traveller, decided to cease his journeyings and go underground, working for a year as a station assistant on Platform 6 (northbound Victoria Line) at Oxford Circus. After training school, where he is taught how not to electrocute himself and always to look a member of the public in the eye as they are assaulting you, he faces up to his new duties with a mixture of curiosity and foreboding.‘Tunnel Visions’ is a delightful mixture of lived experience in the sureal world of London’s Underground and the more elevated ideas, thoughts and imaginings that experience provokes. Oxford Circus station, complete with its weeping wall, its streakers, buskers, onanists and cupboard containing one employee whose ideal working day was to sleep soundly 100 feet below ground, is a Plato’s Cave of reflection and human comedy. Christopher Ross, a still point in the whirling stream of the bizarre and otherworldly life below ground, has written a profoundly funny book.

    A talented violinist as well as a painter, Klee drew much of the inspiration for his abstract art from musical rhythms and structure. Like a composer, he developed and harmonized pictorial themes, weaving a complex series of signs and symbols into his painting. Art historian Hajo Duchting focuses his study primarily on Klee's decade-long tenure at the Bauhaus, where the artist's theories and practice first merged, and where he was to develop his Color Spectrum, Square and Polyphone painting series. Illustrated throughout with full-color reproductions of Klee's paintings and etchings, as well as entries from his diaries, this unique study sheds light on an important aspect of Klee's work while providing insights into his development as an abstract artist.

    And as any good manager of a hotel, a store, a restaurant, or an attraction knows, the key to getting guests to come back is not actually the rooms or the product or the food itself; it's how guests feel when they're there. It's about hospitality. No matter how much effort and time we spend on excellence--stirring worship time, inspiring sermons, a good coffee blend in the foyer--what our guests really want when they come to our churches is to feel welcome, comfortable, and understood.Written by a church consultant and a hospitality expert, The Come Back Effect shows church, ministry, and even business leaders the secret to helping a first-time guest return again and again. Through an engaging, story-driven approach, they explain how service and hospitality are two different things, show how Jesus practiced hospitality, and invite leaders to develop and implement changes that lead to repeat visits and, eventually, to sustained growth.

     Deep underground, something waits. It’s hostile and immune to every known weapon. Its arrival threatens much more than this single planet. What begins as a standard in-out mission leads to warfare on a galactic scale and a confrontation between two well-armed fleets. Keller is the best spaceship pilot in the Corps and Nation has his own unique skills. They’re going to have a hard time turning this situation into a positive. Augmented is a high-action science fiction adventure involving massive space battles, overwhelming odds and new technologies. It is the first book in the Transcended series. Book 2: Fleet Vanguard is available now.

    A trip across Siberia on the longest continuous railway track in the world is undoubtedly the journey of a lifetime. It's also a convenient way to reach China, Mongolia, or Japan. Tickets are not expensive or difficult to arrange. Readers can now travel almost anywhere they want in Siberia: we tell them how to organize a trip, where to get tickets, and where to go.>Kilometer-by-kilometer route guide -- covering the entire routes of the Trans-Siberian, Trans-Manchurian, and Trans-Mongolian railways with thirty-eight strip maps in English, Russian, and Chinese: readers can see where they are as they travel>Siberia and the railway -- the detailed history of Siberia, the construction of the railway and the running of the Trans-Siberian today are of great interest not only to visitors but also to armchair travelers>City guides with maps -- the best sights, places to stay, and restaurants for all budgets: Moscow, St Petersburg, Ulan Bator, Beijing, and twenty-three towns in Siberia>Nutshell information on Minsk, Berlin, Baltic Republics, Helsinki, Hong Kong, and Tokyo>Rail fares and timetables>Seventh edition includes seventy maps>Plus Russian and Chinese phrases