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.

    In his new book, Well Spoken, veteran teacher and education consultant Erik Palmer shares the art of teaching speaking in any classroom. Teachers will find thoughtful and engaging strategies for integrating speaking skills throughout the curriculum. Palmer stresses the essential elements of all effective oral communication, including: • Building a Speech: Audience, Content, Organization, Visual Aids, and Appearance • Performing a Speech: Poise, Voice, Life, Eye Contact, Gestures, and Speed • Evaluating a Speech: Creating Effective Rubrics,  Guiding Students to ExcellenceWell Spoken contains a framework for understanding the skills involved in all effective oral communication, offers practical steps and lesson ideas that any teacher needs to successfully teach speaking in a variety of situations—from classroom discussions to  formal presentations—and includes a set of tools for students—from how to grab the audience’s attention to how to use emphatic hand gestures and adjust speed for effect.Discover why, year after year, students returned to Palmer’s classroom to thank him for teaching them how to be well spoken. You may find, after reading this book, that you have become a better speaker, too.

    But the tag that really fits is Hitter. “A riveting retrospective” (Baseball americanca). Index; career statistics; photographs.

    Author Barrett adds to the fun of finding them by turning the search into six scavenger hunts, complete with clues, hints, and points to be scored. You'll find more than 200 new Mickey sightings in this edition over 1,000 hidden Mickeys in all. Fun for all ages!

    When Arsene Wenger said he wanted his team to go through a season undefeated, he was roundly mocked, yet just over 12 months later the Arsenal manager guided his team to footballing immortality.The Gunners’ 2003-2004 campaign was extraordinary, and not just because of their remarkable league achievement.From the highs and lows of Europe, to disciplinary charges, pitched battles, the frantic scramble to finance a new stadium, a club record transfer in January, and winning the title at the ground of the old enemy, this special collector’s edition book looks back on everything that happened during an unforgettable campaign.Match reports, behind the scenes stories, exclusive interviews and illustrations, stats, tactics, pictures; all the things you know, and lots of stuff you’ve forgotten: Together tells the story of Arsenal’s ‘unbeaten’ season.

    Perfect for fans of Pedigree Mum and The Mummyfesto.It was just a squashed grape on the kitchen floor. Hardly a reason to get upset, right? But six years of motherhood has left Lisa Stratton feeling like a skivvy. Every morning before she’s opened her eyes, she starts her mental inventory of jobs to do. And just like yesterday, the day before and every day since she became a mum, she’s woken up knackered. So when her husband deliberately steps over the grape because it’s ‘her responsibility’ to run the house, it tips her over the edge. He wasn’t always like this – they used to share everything. Then the kids came along and he saw it as an excuse to sit back. But this time things are going to change. Lisa has made a decision. She’s going on strike…

    Hoping to escape her predictable American life in the States, she runs away in search of adventure and self-discovery.The story reveals daily life in France, and the encounters with wonderful and not so wonderful characters along the way.It is perfect reading for anyone tempted to run away and ideal for a book club.

    We read every chapter and summarize it in one or two paragraphs so you can get the information contained in the book at a much faster rate. This is an InstaRead Summary of Wild: From Lost to Found on the Pacific Crest Trail by Cheryl Strayed. Below is a preview of the earlier sections of the summary: Prologue The year is 1995. Cheryl, the narrator and author of the story, explains that she was 26 years old when at the lowest point of her life she began her solo trek on the Pacific Crest Trail. She describes the trail as being 2,663 miles long and two feet wide, stretching from Mexico to Canada and including nine mountain ranges. She has embarked on her journey just 38 days before in an effort to find herself. As she stops to rest at the peak of a mountain, one of her hiking boots tumbles away down the mountain and into some trees far below. Realizing the other is of no use to her anymore, she tosses it out into the trees as well. She reflects on her situation and decides that though she is alone, battered and bruised, shoeless, and at least days from the next supply stop, she must walk on. Part One: The Ten Thousand Things Chapter One: The Ten Thousand Things Cheryl reflects on when her journey actually began and decides that it truly began a over four years ago, on the day that she had learned her forty-five year-old mother was going to die of advanced stage lung cancer. She recalls being at the Mayo clinic with her mother and stepfather on the day of the diagnosis and cursing the smaller town doctors that had given the same diagnosis in the weeks leading up to the visit to Mayo.  She had wanted them to be wrong. Angry at her absent older sister and younger brother, and refusing to believe that her extremely health-conscious, non-smoking mother could possibly have cancer, she argues with the doctor, then crumbles at the news that her mother has a year, at most, to live. She describes the deep love and devotion of her mother to her and her two siblings. Pregnant at nineteen, her mother had married her father only to find out within three short days that he was brutal and abusive. Her mother left him several times, but not permanently until she was twenty-eight years old. A single mother of three, her mother worked all the time, but never seemed to get ahead. She sugar-coated poverty for her children, making games out of their plight and dating an interesting slew of men. Her mother finally met Eddie, a man eight years her junior, and he married her and took on the roles of husband and father with ease. After a disabling accident and settlement, the couple bought forty acres of land an hour and half from Duluth, Minnesota...

    Perloff traces the poet's development through his early years at Harvard and his interest in French Dadaism and Surrealism to his later poems that fuse literary influence with elements from Abstract Expressionist painting, atonal music, and contemporary film. This edition contains a new Introduction addressing O'Hara's homosexuality, his attitudes toward racism, and changes in poetic climate cover the past few decades. "A groundbreaking study. [This book] is a genuine work of criticism. . . . Through Marjorie Perloff's book we see an O'Hara perhaps only his closer associates saw before: a poet fully aware of the traditions and techniques of his craft who, in a life tragically foreshortened, produced an adventurous if somewhat erratic body of American verse."—David Lenson, Chronicle of Higher Education"Perloff is a reliable, well-informed, discreet, sensitive . . . guide. . . . She is impressive in the way she deals with O'Hara's relationship to painters and paintings, and she does give first-rate readings of four major poems."—Jonathan Cott, New York Times Book Review

    

    

    While concepts like Sanskritization and Westernization have helped the understanding of complex, often seemingly contradictory trends in society, Prof. Srinivas' essay on the study of one's own society continue to engage scholars, opening the way to an understanding of sociological writing itself as a text. This revised edition of the 1966 original includes these classic essays, as also an appendix where Prof. Srinivas deals with the problem of changing values in Indian society today.

    You are the achiever and status seeker of the zodiac. The signs of the zodiac can give us great insight into our day-to-day living as well as the many talents and qualities we possess. But in an increasingly unpredictable world, how can we make sense of them? And what do they mean? This insightful and introductory guide delves deep into your star sign, revealing unique traits and meanings which you didn't know. Along the way, you will discover how your sign defies your compatibility, how to improve your health and what your gifts are. ***The Pocket Astrology series will teach you how to live well and enhance every aspect of your life. From friendship to compatibility, careers to finance, you will discover new elements to your sign and learn about the ancient art of astrology. Other books in the series include: Aries, Taurus, Gemini, Cancer, Leo, Virgo, Libra, Scorpio, Sagittarius,Capricorn, Aquarius, Pisces

    By the time she was 21, she was a single mum with two very young children, David and Emily, and it was a real struggle to make ends meet.But Kym had always dreamt of performing and even though the odds were stacked against her, she was determined to make her dream a reality. One day she auditioned for a new TV show called Popstars and her life changed forever.Kym now stars in the nation's favourite soap, Coronation Street. But her life off-screen hasn't been easy. She reflects on her marriage to Jack Ryder and how hard she tried to make it work. Kym found new love with Hollyoaks star Jamie Lomas and after tragically losing their first baby Archie in 2009, the couple were over the moon to welcome little Polly Lomas into the world earlier this year.Entertaining, funny and incredibly honest, From the Heart is a fantastic read all about how sometimes the best things happen in life when you refuse to give up hope.

    A month later the second Palestinian Intifada erupted. For the next three years she worked with Palestinians in Ramallah by day and spent her time with Israelis in Tel Aviv. This is her story.