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.

    It is widely recognised as an invaluable reference for professionals training or working in health, education and social care.Features of this completely revised edition include:Charts describing key stages in the development of motor, perception, communication, play, independence and social skills, updated in the light of recent research and supported by over 120 illustrationsInformation on what we know about how children develop.A new section on the development of attention and self-regulationGuidelines for the assessment of children through observation and interactionAdvice on when to refer to specialist servicesGuidance is offered on ages at which children typically achieve key stages, whilst recognising individual variation in the rate of development and the influence of the child's environment. Based on an ethos of health promotion and the need for a common assessment framework, the book will be welcomed by all those who work with infants and young children.Dr Ajay Sharma is a Consultant Community Paediatrician in Southwark, LondonHelen Cockerill is a Consultant Speech and Language Therapist, working at the Evelina Children's Hospital in London.

     We are living in a time of deep divisions. Americans are sorting themselves along racial, religious, and cultural lines, leading to a level of polarization that the country hasn't seen since the Civil War. Pundits and politicians are calling for us to come together, to find common purpose. But how, exactly, can this be done?In Palaces for the People, Eric Klinenberg suggests a way forward. He believes that the future of democratic societies rests not simply on shared values but on shared spaces: the libraries, childcare centers, bookstores, churches, synagogues, and parks where crucial, sometimes life-saving connections, are formed. These are places where people gather and linger, making friends across group lines and strengthening the entire community. Klinenberg calls this the "social infrastructure" When it is strong, neighborhoods flourish; when it is neglected, as it has been in recent years, families and individuals must fend for themselves.Klinenberg takes us around the globe--from a floating school in Bangladesh to an arts incubator in Chicago, from a soccer pitch in Queens to an evangelical church in Houston--to show how social infrastructure is helping to solve some of our most pressing challenges: isolation, crime, education, addiction, political polarization, and even climate change.Richly reported, elegantly written, and ultimately uplifting, Palaces for the People urges us to acknowledge the crucial role these spaces play in civic life. Our social infrastructure could be the key to bridging our seemingly unbridgeable divides--and safeguarding democracy.

    That’s because, autism spectrum disorders are complex and unique to each and every individual.Emma Kendall is diagnosed with an autism spectrum disorder and holds a first-class degree in Autism: Special Education. In addition to this, her qualifications include Counselling, Communication and Personal Skills.Whilst at university, Emma studied and researched the social behaviour which is commonly referred to as autism masking or camouflaging. This required her to interact with and question autistic people to gain a clear understanding of this diverse topic.Emma shares her unique insights and personal experiences describing what autism masking is. She also reveals the intriguing motives for the use of this behaviour. Explaining how autistic people do this and why, and to what extent the mask is relied upon, as well as, uncovering fascinating details concerning the after effects and the long-term impact of autism masking.Emma is the author of Perfectly Autistic and Autistic Christmas!

    This isn't just another ivory tower book on leadership. Employee Engagement 2.0 is the result of both massive research and real-world experience. The author, Kevin Kruse, is a former Best Place to Work winner, serial entrepreneur, and NY Times bestselling author. He has advised dozens of organizations, from Fortune 500 companies like SAP, to startups and non-profits, and even to the US Marines. This is your step-by-step guide that will teach you: - What employee engagement is (it does not mean happy or satisfied) - How engagement directly drives sales, profits, and even stock price - The secret recipe for making anyone feel engaged - How to quantify engagement, even if you have no budget - 7 questions to ask that will identify your engagement weakness - What to say to facilitate a team meeting on engagement - A communication system that ensures rapid, two-way flow of information - How to make your strategic vision memorable and "sticky" - How to implement a complete engagement plan in only 8 weeks! Being a great leader-one who drives massive passion, commitment and engagement-is within your reach. Follow the step-by-step plan in Employee Engagement 2.0 and prepare to be a great place to work.

    In this fun, illuminating parable, we follow Charlie the Seagull as he learns that the secret to being a successful boss lies in a deeper understanding of what management really is and how our actions are perceived by those around us.

    The goal of this book is to expose you to the wisdom and knowledge from a group of the world's leading product management experts. Among the contributors, there are leading authors, professors, CEOs and vice presidents, bloggers, consultants, trainers, and even a few salespeople and engineers. In total, there are over five centuries of collected wisdom represented here.The contributors each share one rule they think is critical to succeed in product management based on their hands-on product management and product marketing experience with companies such as Apple, eBay, Intuit, SAP, and Yahoo!.Packed with pearls of product management wisdom, this book has something for everyone. You will learn: How to focus on market needs, not just individual requests How to clarify your product positioning before your next big decision How to align your product strategy with company strategy and then sell it Why agility is the key to product management success Why great execution trumps a great product ideaBest of all, it was written with the busy product manager in mind. Each rule is kept to two pages and designed to stand-on its own. The rules can be read in any order. In less than five minutes a day, you can learn from forty of the best product managers in the world. Whether you are a seasoned and experienced product manager or are just starting out, the "42 Rules of Product Management" will help you lead with greater effectiveness and influence.

    today. An essential reference for all teachers, educational leaders, and policymakers at all levels, the book is organized and written in a style that is accessible to all, even those with little or no knowledge of the legal issues in education.

    Now a paramedic field chief, Bomben looks back on thirty years of service in It's Not the Trauma, It's the Drama.The twenty true stories Bomben relates are unique—all told from the point of view of a woman rising through traditionally male ranks. Bomben's tales range from funny to gory, from the dangers paramedics face to the history of a venerable old firehouse. Some, of course, are about saving lives. Others are about simply staying alive.From Bomben's first trauma call—the result of a drag race along city streets gone horribly wrong—to her eventual rise through the ranks, her tales shift seamlessly from humorous encounters to descriptions of injuries human beings shouldn't be able to endure. Through it all, It's Not the Trauma, It's the Drama offers a glimpse of the strain and risk experienced by Chicago Fire Department paramedics every day.

    But ambition quickly took wing. The house swelled to 225 rooms and became - until 2012 when it was topped by the home of a billionaire in Mumbai, India – the world’s largest residence ever built for a private citizen. Here’s the story of the house that Vanderbilt built - from the gardens by Frederick Law Olmsted to the John Singer Sargent portraits that adorn its walls.

    Larry Haun is as much a historian and philosopher as he is a 60-year veteran carpenter. Larry's memoir would be equally at home on the bookshelves of home building and architecture enthusiasts as anyone on a spiritual journey."- Brian Pontolilo, Editor, Fine Homebuilding Magazine The unforgettable memoir of a legendary builder. You don't have to be a carpenter to appreciate this fascinating book that Publishers Weekly calls, "a first person timeline of 20th century American residential architecture... combining ...two literary styles: the memoir and the how-to book." A moving story of that place we call home. An early advocate for building lean and green and an avid blogger, Larry Haun tells his unique story in terms of twelve homes - built over the last 100 years. These are homes he knows intimately, drawing the reader in with detailed descriptions and thoughtful observations. "Just like any good carpenter, Haun brings his own artistic flourishes to the job of storytelling.... But where Haun's true personality comes across is when he describes the construction process for the many houses he has lived in and built--from his parent's 1,000-sq. ft. wood-frame house and the adobe and cob structures of the Southwest to the mid-century pre-fabricated and tract houses, and the more recent Habitat for Humanity homes he has donated his time to help erect." Publishers Weekly, 6/13/2011A delight to read. A great gift. This engaging memoir will appeal to anyone who appreciates a well-told story. A Carpenter's Life As Told in Houses explores our love of home - feelings so deeply rooted that they go far beyond wood and plaster and shingles. Share the author's deep connection to the natural world, his yearning for simplicity, and respect for humanity - and see why he believes that less is more.

    Dillon.

    Inspired by insights gained from more than 450 programs conducted with all types of organizations, the authors of SACRED COWS MAKE THE BEST BURGERS show how corporations can kill off the sacred cows that are crippling them.

    The book provides practical suggestions gleaned from the experiences of the authors, together with those of other women who have successfully combined parenting with professorships. Professor Mommy addresses key questions--when to have children and how many to have; what kinds of academic institutions are the most family friendly; how true or not true are the beliefs that many people hold about academic life, and so on--for women throughout all stages of their academic careers, from graduate school through full professor. The authors follow the demands of motherhood all the way from infancy to the teenage years. At each stage, the authors offer invaluable advice and tested strategies for juggling the demands and achieving the rewards of an academic career and motherhood. Written in clear, jargon-free prose, the book is accessible to women in all disciplines, with concise chapters for the time-constrained academic. The book's conversational tone is supplemented with a review of the most current scholarship on work/family balance and a survey of emerging family-friendly practices at U.S. colleges and universities. Professor Mommy asserts that the faculty mother has become and will remain a permanent fixture on the landscape of the American academy. The paperback edition features a new preface that brings the book into conversation with Sheryl Sandberg's Lean In and Anne-Marie Slaughter's "Why Women Still Can't Have It All," as well as a new afterword providing specific suggestions for institutional change.