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.

    "What They Did There: Profiles From the Battle of Gettysburg" offers a unique view of its subject, telling the story of the battle not through convention narrative but via 170 mini-bios of not only combatants blue and gray, but of civilians, doctors, nurses, artists, photographers, Samaritans; saints, sinners and the moral terrain in-between.

    The suggested strategies are supported by research and are grounded in enough theory to enable teachers to adapt them to their own situations. The author does not suggest a "set of recipes" to be followed mechanically, but gives teachers the tools they need to deal with the ever changing dynamics of teaching and learning.

    The predictable results: stress and conflict, frustration and exhaustion. Parents respond by reassuring themselves that at least the benefits outweigh the costs. But what if they don't? In The Homework Myth, nationally known educator and parenting expert Alfie Kohn systematically examines the usual defenses of homework--that it promotes higher achievement, "reinforces" learning, and teaches study skills and responsibility. None of these assumptions, he shows, actually passes the test of research, logic, or experience. So why do we continue to administer this modern cod liver oil -- or even demand a larger dose? Kohn's incisive analysis reveals how a mistrust of children, a set of misconceptions about learning, and a misguided focus on competitiveness have all left our kids with less free time and our families with more conflict. Pointing to parents who have fought back -- and schools that have proved educational excellence is possible without homework -- Kohn shows how we can rethink what happens during and after school in order to rescue our families and our children's love of learning.

    Now in it's tenth edition, this text makes chemistry exciting to students by showing them why important concepts are relevant to their lives and future careers.

    Written by award-winning professors Lynn Jacobs and Jeremy Hyman, it’s loaded with insider information that only professors know--but few are willing to reveal. The over 600 tips in this book will show you: *How to pick good courses and avoid bad professors *How to develop “college-level” skills and habits that’ll put you ahead of the pack *How to get through the freshman comp, math, language, and lab science requirements--in one try *How to figure out what’s going to be on the tests, and what professors are looking for in papers and presentations *How to pick a major you’ll really like--and be good at *How to get the edge for graduate school--or the inside track to a really good job *And much more.The tips are quick and easy-to-use, and the advice is friendly and supportive. It’s as if you had your own personal professor guiding you on the path to college success.

    To overcome the practical, social, and psychological obstacles along the way, you need a knowledgeable guide and the right tools. This comprehensive how-to guide to developing and writing a quality dissertation provides: Expanded and updated coverage of crucial topics such as conducting a literature review, dissertation support groups, and harnessing technology to conduct research Progress tracking tools, sample forms, resource lists, and other user-friendly elements Thoroughly updated and revised chapters with the most current need-to-know information

    When it came time to select high schools, he thought it worth doing some investigation to assess the level of advantage his kids would enjoy if he spent the required $1.3 million to send them all to private schools.Shockingly, the answer was: none whatsoever.Intrigued, David continued his research, only to discover he was wrong on most counts - as are most parents - when it comes to working out what factors deliver a great education. He discovered that class size doesn't matter, your kids aren't any better off in co-ed than single-sex schools (and vice versa), composite classes are fine, fancy buildings are a waste of money, the old-tie network won't cut it in the new industries and NAPLAN is misread by everyone so is largely meaningless as a measure of quality.Taking on an ingrained and historical system of vested interests - the unions, the government, our own sense of worth, privilege and entitlement - this book is controversial and absolutely necessary. It is well researched, authoritative and accessible. It is a must-read for parents, as well as teachers and policy-makers.

    Well-known scholars in the field explore the important qualities and functions of English studies' constituent disciplines--Ellen Barton on linguistics and discourse analysis, Janice Lauer on rhetoric and composition, Katharine Haake on creative writing, Richard Taylor on literature and literary criticism, Amy Elias on critical theory and cultural studies, and Robert Yagelski on English education--and the productive differences and similarities among them that define English studies' continuing importance.Faculty and students in both undergraduate and graduate courses will find the volume an invaluable overview of an increasingly fragmented field, as will department administrators who are responsible for evaluating the contributions of diverse faculty members but whose academic training may be specific to one discipline.Each chapter of English Studies is an argument for the value--the right to equal status--of each individual discipline among all English studies disciplines, yet the book is also an argument for disciplinary integration.

    It is designed to ensure a flexible, coordinated and integrated system for the effective governance and management of IT-enabled services."ITIL Foundation" is the first ITIL 4 publication and the latest evolution of the most widely-adopted guidance for ITSM. Its audience ranges from IT and business students taking their first steps in service management to seasoned professionals familiar with earlier versions of ITIL and other sources of industry best practice.The guidance provided in this publication can be adopted and adapted for all types of organizations and services. To show how the concepts of ITIL can be practically applied to an organization's activities, ITIL Foundation follows the exploits of a fictional company on its ITIL journey.

    Here you'll meet, among many others, the 20s film idols snorting cocaine from an illuminated glass dance floor on the bank of the Thames, the model who escaped Soho's gangsters to become the queen of the nudie flicks and the genteel Scottish comedienne who, at the age of fifty-five, reinvented herself as a star of exploitation cinema, and fondly remembers 'the one where I drilled in people's heads and ate their brains'. Welcome to the lost worlds of British cinema.

    We worry that our students will be "behind," that they won't score well on the SAT, get into a good college, or read enough of the Great Books. Our souls are restless, anxiously wondering if something else out there might be just a little bit better—if maybe there is another way or another curriculum that might prove to be superior to what we are doing now. God doesn't call us to this work and then turn away to tend to other, more important matters. He promises to stay with us. He assures us that if we rely on Him alone, then He will provide all that we need. What that means on a practical level is that we have to stop fretting over every little detail. We need to stop comparing. We've got to drop the self-inflated view that we are the be-all-end-all of whether the education we are offering our students is going to be as successful as we hope it is. After all, our job is not to be successful—success itself is entirely beside the point. It's faithfulness that He wants. Teaching from Rest offers inspiration, insight, and practical help for the homeschooling mom. Take a deep breath homeschooling mama; He's got this.

    But re-establishing the Reds as the most successful club in the land was an enormous task. Famously, he knew he had to knock Liverpool of their perch. At the dawn of the Premier League era, in 1992-93, United had gone twenty-six years without being champions, but that season Ferguson finally led the club to title success and in 2010-11 he finally achieved the record-breaking nineteenth title. On top of that, Sir Alex has led Manchester United to two Champions League victories and many other trophies. This fascinating book not only celebrates what Sir Alex has achieved at United, but also seeks to explain just how he has gone about creating this remarkable dynasty, constantly rebuilding the team and driving them forward to yet more glory. In an era when most managers are lucky if they last two years, Sir Alex's achievement of lasting twenty-five years at the very top is truly astonishing. This book is the club's fitting tribute to his career.

    For the next six weeks, Hunt executed dozens of bombing missions into Kuwait and Iraq, including all-weather low-level attacks, A-6 Intruder missions so hazardous that they would never be flown in combat again. Whether Hunt was dropping laser-guided bombs on precision targets, supporting the Marines on the ground, or conducting attacks along the infamous “highway of death,” America’s mission was clear – to force the invading Iraqi army out of Kuwait.Operation Desert Storm - America’s first full-scale conflict since Vietnam - proved to the world that the U.S. military was still battle-ready after decades of Cold War and set the stage for military interventions for years to come. Hunt’s gripping depiction of A-6 Intruders in combat is a thought provoking account of what America asks of her military every day.This…Gulf War memoir is excellent; it really does put the reader in the cockpit...Peter Hunt’s enthusiastic account is one of the best of the type this reviewer has read in recent years. Peter Mersky, The Hook – Journal of Carrier Aviation Book Review, February 2003.

    Paying for College Without Going Broke 2009 is thoroughly revised and updated to take the stress, confusion, and guess-work out of applying for financial aid.The only book to include the latest financial aid forms and lists of annual changes in tax laws, it also shows students and their parents how to calculate their aid eligibility before applying to college and plan ahead to improve their chances of receiving aid. The book also includes advice on how to negotiate with financial aid offices, handle special circumstances (for single parents or independent students), and receive educational tax breaks. It is a must have for anyone concerned about the soaring costs of college tuition.