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.

    Fueled by the authors' conviction that skills inform principles; principles inform skills, Interpersonal Communication: Relating to Others maintains a careful balance between theoretical and skills-oriented material. This book integrates a key emphasis on diversity with examples drawn from a variety of age and ethnic groups and special boxes that focus on gender and diversity issues. A chapter on intercultural communication supplements this integral material by relating it to the other-oriented approach

    It examines general patterns of human behavior in age-graded periods, sources of diversity in life course trajectories, and unique life stories. It is multidimensional in scope and current in theory and research. This completely revised second edition maintains the use of case studies to help students appreciate the diversity of life course trajectories, and all chapters have been updated to reflect social trends and new developments in theory and research. To reflect the trend toward finer gradations in life phases, this edition addresses nine age-graded periods instead of the six presented in the first edition: Conception, Pregnancy, and Birth; Infancy and Toddlerhood; Early Childhood; Middle Childhood; Adolescence; Young Adulthood; Middle Adulthood; Late Adulthood; and Very Late Adulthood. The Changing Life Course is the companion volume to Person and Environment (ISBN 0-7619-8765-7). The two volumes are also available as a Two-Volume Kit (ISBN 0-7619-8803-3). An Instructor′s Manual containing chapter summaries, suggested classroom activities and discussions, and essay and multiple choice questions is also available (ISBN: 0-7619-8804-1).

    Scholarly and empirically based, this market-leading text gives students what they need to understand using the principles and practices of applied behavioral management in the classroom. The content is presented clearly, in a friendly, accessible--even fun--manner. This edition has been shortened and streamlined and chapters flow step-by-step through an actual behavior analysis, using classroom-based examples and practices firmly grounded in research. Content is presented in the order of decision-making by: 1) a teacher who has a student exhibiting challenging behavior in class; or, 2) a student who needs to execute a behavior-change project. The text covers: identifying target behavior, collecting and graphing data, functional assessment, experimental design, arranging antecedents and consequences, generalizing behavior change and discusses the importance of ethical considerations in using applied behavior analysis in the classroom. considerations, a stronger emphasis on technology, a discussion on the Board Certified Behavior Analysis (BCBA), more enhanced pedagogy, and a robust Companion Website.

    

    Once they knew why she couldn’t speak, they needed to determine how to help her learn. They didn’t know that Schuyler was going to teach them a thing or two about fearlessness, tenacity, and joy.Schuyler’s Monster is more than the memoir of a parent dealing with a child’s disability. It is the story of the relationship between a unique and ethereal little girl floating through the world without words, and her earthbound father who struggles with whether or not he is the right dad for the job. It is the story of a family seeking answers to a child’s dilemma, but it is also a chronicle of their unique relationships, formed without traditional language against the expectations of a doubting world. It is a story that has equal measure of laughter and tears. Ultimately, it is the tale of a little girl who silently teaches a man filled with self-doubt how to be the father she needs. Schuyler can now communicate through assistive technology, and continues to be the source of her father's inspiration, literary and otherwise.

    The changing nature of consumer expectations means that marketers must learn how to build communities in addition to brand loyalty. With its interactive design and in-depth, real-world examples and cases, the South Asian edition of Principles of Marketing helps students learn how to create customer value, target the correct market, and build customer relationships.

    If the problem is physical, she takes the child to a doctor. But if the problem is a misunderstanding of her child's mind, where does she turn for help? This is Ben's story. He was a happy, healthy boy -- a mother's dream come true. Yet by the age of three, Ben's development was significantly delayed: He couldn't make sense of the simplest phrases, and he still hadn't started talking. When Karen Foli finally took her son, Ben, to a speech and hearing clinic, she was told that he was "probably retarded and perhaps autistic." But Karen knew that Ben was highly perceptive, even frustrated by his inability to communicate. Trusting her "mother's intuition," Karen set out on a journey to learn the truth about her son's condition....and what she found was APD. A person with auditory processing disorder receives jumbled and distorted sounds. But the ability to hear is usually normal. Even though it affects millions of Americans, APD can be difficult to diagnose and challenging to treat. Through years of research, and personal interviews, Karen Foli learned everything she needed to know about APD in order to help her son achieve the greatest gift of all: communication. Like Sound Through Water is her story -- winning, inspiring, and true.

    It is a book for everybody who wants to learn how to write or who needs to do some writing to get through the day, as almost everybody does in the age of e-mail and the Internet. Whether you want to write about people or places, science and technology, business, sports, the arts or about yourself in the increasingly popular memoir genre, On Writing Well offers you fundamental priciples as well as the insights of a distinguished writer and teacher. With more than a million copies sold, this volume has stood the test of time and remains a valuable resource for writers and would-be writers.

    The red beast doesn't hear the teacher asking if he's okay. It doesn't see that John is sorry - how can Rufus tame the red beast?This vibrant fully illustrated children's storybook is written for children aged 5+, and is an accessible, fun way to talk about anger, with useful tips about how to 'tame the red beast' and guidance for parents on how anger affects children with Asperger's Syndrome.

    To learn how others had moved beyond labels, he bought his own short bus and set out cross-country, looking for kids who had dreamed up magical, beautiful ways to overcome the obstacles that separated them from the so-called normal world.The Short Bus is his irreverent and poignant record of that odyssey, meeting thirteen people in thirteen states who taught Mooney that there’s no such thing as normal—and that to really live, every person must find their own special way of keeping on.  The Short Bus is a unique gem, propelled by Mooney’s heart, humor, and outrageous rebellions.

    This comprehensive text, appropriate for courses in basic principles, applications, and behavioral research methods, helps students, educators, and practitioners appreciate and begin to acquire the conceptual and technical skills necessary to foster socially adaptive behavior in diverse individuals.

    In addition to explaining the basic moves, this book provides writing templates that show students explicitly how to make these moves in their own writing.

    Throughout, the emphasis is on promoting a plain English style. This little book can help you communicate more effectively by showing you how to enliven your sentences.

    Beginning with his family’s odyssey, In a Different Key tells the extraordinary story of this often misunderstood condition, and of the civil rights battles waged by the families of those who have it. Unfolding over decades, it is a beautifully rendered history of ordinary people determined to secure a place in the world for those with autism—by liberating children from dank institutions, campaigning for their right to go to school, challenging expert opinion on what it means to have autism, and persuading society to accept those who are different.  It is the story of women like Ruth Sullivan, who rebelled against a medical establishment that blamed cold and rejecting “refrigerator mothers” for causing autism; and of fathers who pushed scientists to dig harder for treatments. Many others played starring roles too: doctors like Leo Kanner, who pioneered our understanding of autism; lawyers like Tom Gilhool, who took the families’ battle for education to the courtroom; scientists who sparred over how to treat autism; and those with autism, like Temple Grandin, Alex Plank, and Ari Ne’eman, who explained their inner worlds and championed the philosophy of neurodiversity. This is also a story of fierce controversies—from the question of whether there is truly an autism “epidemic,” and whether vaccines played a part in it; to scandals involving “facilitated communication,” one of many treatments that have proved to be blind alleys; to stark disagreements about whether scientists should pursue a cure for autism. There are dark turns too: we learn about experimenters feeding LSD to children with autism, or shocking them with electricity to change their behavior; and the authors reveal compelling evidence that Hans Asperger, discoverer of the syndrome named after him, participated in the Nazi program that consigned disabled children to death.<