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.

    Here is a big, wise, and diverse book, shot through with simple truths of life as it's really lived. Illustrations.

    It broadcast its final song, Pink Floyd’s “Shine On You Crazy Diamond,” in August 2009. In between, WBCN became the musical, cultural, and political voice of the young people of Boston and New England, sustaining a vibrant local music scene that launched such artists as the J. Geils Band, Aerosmith, James Taylor, Boston, the Cars, and the Dropkick Murphys, as well as paving the way for Bruce Springsteen, Tom Petty, U2, and many others. Along the way, WBCN both pioneered and defined progressive rock radio, the dominant format for a generation of listeners. Brilliantly told by Carter Alan—and featuring the voices of station insiders and the artists they loved—Radio Free Boston is the story of a city; of artistic freedom, of music and politics and identity; and of the cultural, technological, and financial forces that killed rock radio.

    Suddenly the youth of the richest, most powerful nation on earth was trying to emulate the music, manners and the modes of a rainy island that had recently fallen on hard times.The resulting fusion of American can-do and British fuck-you didn’t just lead to rock and roll’s most resonant music. It ushered in a golden era when a generation of kids born in ration card Britain, who had grown up with their nose pressed against the window of America’s plenty, were invited to wallow in their big neighbour’s largesse.It deals with a time when everything that was being done - from the Beatles playing Shea Stadium to the Rolling Stones at Altamont, from the Who performing their rock opera at the Metropolitan Opera House to David Bowie touching down in the USA for the first time with a couple of gowns in his luggage - was being done for the very first time.Rock and roll would never be quite so exciting again.

    Memorable stories about stories, practical, hard-won insights about how people change and why. Short and powerful." SETH GODIN What makes some bad ideas successful, and why do many good ideas fail? It turns out that there’s no such thing as a bad idea or a good idea. There is only the wrong story or the right story. The right story is one that is trusted. It is believed because it is told by the right person, for the right reasons, in the right way, at the right time, to the right people. The success or failure of our ideas depends on us telling the right story. We can only do that by being clear about the change we want to create, and why—and then bringing enough of the right people with us on the journey. It’s up to us, the changemakers of today and tomorrow, to galvanise those people we hope to bring on the journey with us. That’s what this book is about. It’s not just about helping you to change someone’s mind. It’s about how you can get better at articulating the change you want to create and understanding the people you want to influence, inspire or impact—so you can build upon what they already believe and ultimately shape the future you and they want to see.

    A fascinating look at the Stones in the late 70s - inspired by a year just spent in the disco/punk cauldron of New York City.

    With inspiring wit and wisdom he will not only teach you how to be a better writer, but a more observant person and a better student in any field. You'll find yourself uncontrollably thinking deep thoughts about writing, film or anything else you are passionate about in life. Foreword by Glen Keane. "Listen to Brian, he has the unique ability to articulate what makes good writing." - Al Higgins, Writer "News Radio," "Malcolm in the Middle" and "Mike & Molly" "If you don't already have a mentor, here's one you'll love, in portable form." -- Steve Englehart novelist and writer of classic versions of dozen of comics series such as Batman and The Avengers "Brian's book is filled with insightful and useful gems for writers of any experience level. The only reason you'll want to put it down is to go start writing yourself." -- J. Elvis Weinstein writer/producer "Freaks and Geeks," "Mystery Science Theater 3000," "Cinematic Titanic" "Brian writes in clear, readily usable ways to improve your screenwriting. Like time-release story capsules they ignite and helped me over many movies and countless story bends. Give him a read, take a couple and repeat as needed." -- Ronnie del Carmen, story supervisor on UP and Finding Nemo, director and writer at Pixar Animation Studios. "I use Brian McDonald's books in my classes because I'm a student of his work. All teachers are students all the time. Brian hasn't forgotten that he occupies both a seat in the classroom and the spot in front of the classroom." -- Shawn Wong Professor, Department of English University of Washington

    The guitarist and de facto leader of the Grateful Dead was a gregarious talker, keenly engaged with the new world exploding around him. In 1972, Garcia was visited by Charles Reich, a Yale law professor, and Jann Wenner, the founder of Rolling Stone. Garcia was just thirty-one years old but already viewed--to his lasting dismay--as a social avatar for the new sensibility sweeping the land, an anarchist streak with a populist undercurrent that had roots in Ken Kesey's pranksters, the writers of the Beat Generation, and the libertine tradition of the American transcendentalists. In this interview, Garcia reveals how he is a combination of these and other influences, a high-school dropout and autodidact blessed with a gift for eloquent turns of phrase and a refreshing directness. He speaks of the saga of the Grateful Dead and his hoodlum youth growing up in San Francisco's Mission district. He delves into fascinating discourses on the music that shaped his own playing and writing, and freely discusses his use of drugs and explains why he felt it was important to stay high. Like the Grateful Dead's best music, Garcia: A Signpost to New Space is familiar, friendly, and inviting.

    When Christie Blatchford wandered into a Toronto courtroom in 1978 for the start of the first criminal trial she would cover as a newspaper reporter, little did she know she was also at the start of a self-imposed life sentence. In this book, Christie Blatchford revisits trials from throughout her career and asks the hard questions--about judges playing with the truth--through editing of criminal records, whitewashing of criminal records, pre-trial rulings that kick out evidence the jury can't hear. She discusses bad or troubled judges--how and why they get picked, and what can be done about them. And shows how judges are handmaidens to the state, as in the Bernardo trial when a small-town lawyer and an intellectual writer were pursued with more vigor than Karla Homolka. For anyone interested in the political and judicial fabric of this country, Life Sentence is a remarkable, argumentative, insightful and hugely important book.

    A predicament arises, and the children's response--simple and immediate--offers Paley the purest evidence of kindness she has ever seen.In subsequent encounters, "the Teddy story" draws forth other tales of impulsive goodness from Paley's listeners. Just so, it resonates through this book as one story leads to another--taking surprising turns, intersecting with the narrative unfolding before us, and illuminating the moral meanings that children may be learning to create among themselves.Paley's journey takes us into the different worlds of urban London, Chicago, Oakland, and New York City, and to a close-knit small town in Michigan's Upper Peninsula. Her own story connects those of children from nursery school to high school, and circles back to her elderly mother, whose experiences as a frightened immigrant girl, helped through a strange school and a new language by another child, reappear in the story of a young Mexican American girl. Thus the book quietly brings together the moral life of the very young and the very old. With her characteristic unpretentious charm, Paley lets her listeners and storytellers take us down unexpected paths, where the meeting of story and real life make us wonder: Are children wiser about the nature of kindness than we think they are?

    Thus was born the website Rock's Backpages (www.rocksbackpages.com), home to thousands of brilliant reviews and rants, interviews and overviews, that helped define music journalism over the last four decades. The Sound and the Fury is the best of this remarkable collection. With contemporary and retrospective articles on the Beatles, Otis Redding, David Bowie, Bruce Springsteen, Joni Mitchell, ABBA, Madonna, Ice Cube, Nirvana, Morrissey, and many, many more.

    This blow-by-blow account charts how five of America’s six largest publishers, afraid that bookselling powerhouse Amazon's $9.99 price for Kindle e-books would undermine the industry, spent a few frantic weeks in early 2010 deep in negotiations with Apple to introduce a new business model for e-books, just in time for the launch of the iPad and the iBookstore. The catch is, it all may have been illegal.From Publishers Weekly senior writer Andrew Richard Albanese comes the story of how the e-book business changed in a heartbeat. Based on voluminous evidence gathered for Apple's trial, it is the story of how corporate titans fought it out behind the scenes and why the case matters to anyone who has ever bought an e-book.

    Harris, the national politics editor of The Washington Post, tell the story of how two families–the Bushes and the Clintons–have held the White House for nearly a generation and examine Hillary Clinton’s prospects for extending this record in 2008. Based on years of research, including private campaign memos and White House communications, The Way to Win reveals the surprising details of how the Bushes and Clintons have closely studied each the other’s successes and failures and used these lessons to shape their own strategies for winning elections and wielding power.In the case of George W. Bush, the strategic genius is Karl C. Rove, arguably the most influential White House aide in history. For the first time, Halperin and Harris cut through the myths and controversies surrounding Rove to illuminate in brilliant, behind-the-scenes detail what he actually does–his Trade Secrets for winning elections.In the case of the Clintons, the chief strategist is Bill Clinton himself. Drawing on their fifteen years reporting on and interviewing him, Halperin and Harris deconstruct and decipher the Clinton style, identifying the methods that all candidates can use in their pursuit of the White House.The Way to Win takes a lively and irreverent approach, but Halperin and Harris also show the disturbing ways that American politics has become a Freak Show–their name for a political culture that provides incentives for candidates, activists, interest groups, and the news media to emphasize ideological extremism and personal attack. For the first time, Halperin and Harris describe how Freak Show campaigns orchestrated by the likes of Internet pioneer Matt Drudge forced Al Gore and John Kerry to lose control of their public images (with considerable help from the candidates’ own ineptitude) and lose the White House.On the brink of what will be one of the most intense, most exciting presidential elections in American history, The Way to Win is the book that armchair political junkies have been waiting for. Filled with peerless analysis and eye-opening revelations from the trenches, it is a must read for everyone who follows American politics.From the Hardcover edition.

    The 60 cyclists who left Paris to ride through the night to Lyons that first July had little idea they were pioneers of the most famous of all bike races, which would reach its centenary as one of the greatest sporting events on earth. Geoffrey Wheatcroft's masterly history of the Tour de France's first hundred years is not just a hugely entertaining canter through some great Tour stories; nor is it merely a homage to the riders whose names—Coppi, Simpson, Mercx, Armstrong—are synonymous with the event's folly and glory. Focusing too on the race's role in French cultural life, it provides a unique and fascinating insight into Europe's 20th century.

    Draper's history is an intelligent and witty behind-the-scenes look at this cultural icon and its course from its hippie beginnings to a high-profile magazine. 16 pages of photographs.