Success Management

"This book contains so much common sense that my neck was getting tired from nodding my head in agreement so often." Peter Armaly, Senior Director Customer Success, Oracle "...a comprehensive review of the Customer Success role and responsibilities..." Anne Marie Ponder, Senior Manager, IT Infrastructure, Astellas Pharma US "...a must read playbook for all business leaders and customer success-focused professionals." Jason Noble, Global Customer Success and SaaS Leader "I wish a book like this existed when I started in Customer Success!" Cyn Taylor, Enterprise Customer Success Manager, LogicMonitor "...provides all the ingredients to create the right customer success strategy." Baptiste Debever, Head of Growth & Co Founder, Alkalab "...an invaluable resource for anyone with an interest in Customer Success." Adam Joseph, CEO, CSM insight "A structured and logical approach that will help new and experienced CSMs to bridge the gap between Customer Success theory and practical application." James Scott, General Partner, Success Hacker Customer success management is "the practice of helping customers to generate value from using our products" and it is a relatively new and fast-growing profession with many new CSMs coming into it from other customer-facing professions. Due to the speed with which the profession is undergoing change as it matures and expands, both new and existing CSMs need to keep abreast of customer success best practice. However there are relatively few books that provide much in the way of practical guidance for customer success practitioners and even less options for resources such as tools, templates and checklists that enable a consistently high quality approach whilst increasing the CSM’s productivity. Practical Customer Success Management is a practical guide book and comprehensive training manual for CSMs that provides a simple to follow, best practice framework that lays out the core steps at every stage of the customer journey to business outcome success. It describes and explains which situations each step applies to and provides recommendations for activities or tasks that the CSM can perform to complete each step, together with detailed guidance for successfully completing those activities. The book also includes a suite of tools and templates that enable rapid completion of tasks whilst ensuring consistency of approach both across multiple customer engagements and by multiple CSMs within a team.

Even the most experienced project managers aren’t immune to the more common and destructive reasons for project collapses. Poor time and budget performance, failure to deal with complexity, uncontrolled changes in scope . . . they can catch anyone off guard. Performance-Based Project Management can help radically improve your project’s success rate, despite these and other obstacles that will try to take it down. Readers will discover how they can increase the probability of project success, detailing a step-by-step plan for avoiding surprises, forecasting performance, identifying risk, and taking corrective action to keep a project a success. Project leaders wishing to stand out among their peers who are continually hampered by these unexpected failures will learn how to:• Assess the business capabilities needed for a project• Plan and schedule the work• Determine the resources required to complete on time and on budget• Identify and manage risks to success• Measure performance in units meaningful to decision makersBy connecting mission strategy with project execution, this invaluable resource for project managers in every industry will help bring projects to successful, career-enhancing completion.

"In the beginning we knew them as scavengers. Then as garbagemen. Then solid waste haulers. Then the dispensers of sophisticated environmental services. The changing language charts the evolution of a huge industry. No company better represents this industry than Waste Management, today the largest and most successful provider of environmental management services in the world." "The range of capabilities that Waste Management's family of companies offers today represents a wish-list of services for the environmentally awakened end of the twentieth century. It includes collecting, disposing, and reusing solid waste in sanitary landfills, incinerators, and through recycling; managing all forms of hazardous wastes through treatment, incineration, and recovery processes; remedying chemical waste pollution; managing medical waste; transporting and securing disposal of low-level nuclear wastes; generating a scarce commodity, energy (chiefly electricity), from an abundant one, garbage, in waste-to-energy incinerators and through methane gas recovery from landfills; and programs to encourage waste-reduction and recycling-the greatest of all environmental crusades." "A list of the company's accomplishments abounds with superlatives which are important less as a boast than as an indicator of scale. Waste Management is the nations largest handler of solid and chemical waste; the largest asbestos-abatement company; the largest private waste-water treatment company; the largest low-level radioactive waste management company; the largest wastereduction consultancy; the third largest engineering firm; and one of the largest managers of medical waste. The company is the largest buyer of trucks and containers, whose burgundy color is recognized in cities and towns everywhere." "What we once viewed merely as a problem of sanitation of conservation, we embrace today under the banner of environmentalism. To some, who have appropriated the word "green" for their cause, environmentalism has become a fierce ideology. To others, like Dean Buntrock, founder and chairman of Waste Management, Inc., it has become an opportunity to provide a vital service and build one of the world's most successful companies in the process. As our cultural attitudes have shifted and as the regulations regarding waste have multiplied, markets have been created and sustained. For those with the right combination of foresight and know-how, the opportunities have been enormous." "Waste Management explains how Waste Management, Inc. shaped and was shaped by those opportunities. It describes how, in the last twenty years, one of America's great companies has embraced change and created wealth as it grew."--BOOK JACKET.Title Summary field provided by Blackwell North America, Inc. All Rights Reserved

Your business success is now forever linked to the success of your customers Customer Success is the groundbreaking guide to the exciting new model of customer management. Business relationships are fundamentally changing. In the world B.C. (Before Cloud), companies could focus totally on sales and marketing because customers were often 'stuck' after purchasing. Therefore, all of the 'post-sale' experience was a cost center in most companies. In the world A.B. (After Benioff), with granular per-year, per-month or per-use pricing models, cloud deployments and many competitive options, customers now have the power. As such, B2B vendors must deliver success for their clients to achieve success for their own businesses. Customer success teams are being created in companies to quarterback the customer lifecycle and drive adoption, renewals, up-sell and advocacy. The Customer Success philosophy is invading the boardroom and impacting the way CEOs think about their business. Today, Customer Success is the hottest B2B movement since the advent of the subscription business model, and this book is the one-of-a-kind guide that shows you how to make it work in your company. From the initial planning stages through execution, you'll have expert guidance to help you: Understand the context that led to the start of the Customer Success movement Build a Customer Success strategy proven by the most competitive companies in the world Implement an action plan for structuring the Customer Success organization, tiering your customers, and developing the right cross-functional playbooks Customers want products that help them achieve their own business outcomes. By enabling your customers to realize value in your products, you're protecting recurring revenue and creating a customer for life. Customer Success shows you how to kick start your customer-centric revolution, and make it stick for the long term.

Are you tired of feeling overwhelmed and scattered? Do you wish you could maximize your productivity and achieve success effortlessly? In Attention Management, productivity expert Maura Thomas unveils the ultimate guide to increasing your focus and harnessing your attention for peak performance. In this game-changing book, Thomas shares her practical mindfulness techniques to help you regain control over your attention and optimize your productivity. With a clear and systematic approach, she empowers you to effectively prioritize tasks, eliminate distractions, and enhance your ability to concentrate on what truly matters. Whether you're a student, professional, or entrepreneur, this book will equip you with the tools and knowledge to: Conquer information overload and regain mental clarity Cultivate laser-like focus amidst digital distractions Overcome procrastination and stay motivated Reduce stress and increase overall well-being Cultivate a healthy work-life balance Boost creativity and unlock your full potential A must-read business book for anyone seeking to transform their productivity and achieve lasting success!

Successful Project Management, 4th edition, is an essential guide for anyone who wants to improve the success rate of their projects. It will help managers to maintain a balance between the demands of the customer, the project, the team and the organization. Covering the more technical aspects of a project from start to completion it contains practised and tested techniques, covering project conception and start-up, how to manage stake holders, effective risk management, project planning and launch and execution. Also including a brand new glossary of key terms, it provides help with evaluating your project as well as practical checklists and templates to ensure success for any ambitious project manager.

MYOU TOO CAN BECOME A SUCCESSFUL MANAGER"Practical Advice on the Most Important Components of Your Job as Manager or Supervisor" This, concise, 150-page guide is for open-minded people anxious to learn what they really should be doing (and how) as a managers of people and departments. It includes the best ideas I have discovered and applied throughout my 42-year career working for 15 companies of all sizes. Most of us never receive the training we need to be a good manager; but this book fills that void and covers a manager's most important duties and responsibilities, Included are chapters on how to manage your department, individual employees and even your boss. Take a look at the table of contents inside the book to get a better idea of all that is covered including how to hire, motivate, enrich jobs, set goals, delegate, coach, make decisions, conduct performance reviews, hold staff meetings, build trust, and much more. Like you, I was not trained to be a manager either. But I learned how through a lot of reading, studying, trial and error. It would have been much easier if I had a book like this early in my management career. But, YOU do have it. For a small price you can benefit from my experience, knowledge and advice. If you study and apply the practical advice in this guide, you too can jump-start your successful career as a manager or supervisor. Don't wait. Buy it now

It’s a simple equation: the better you use your time, the more you will accomplish and the greater you will succeed. Imagine what you could accomplish with two more productive hours every single day. In this indispensable, pocket-sized guide, business author and success expert Brian Tracy reveals 21 proven time management techniques you can use immediately to gain two or more productive hours every day. Tracy also identifies and shares the strategies he’s learned himself has identified as the most effective for readers having trouble fitting everything the day brings them inside a 24-hour window. In Time Management, you will learn how to: Handle endless interruptions, meetings, emails, and phone calls Identify your key result areas Allocate enough time for top priority responsibilities Batch similar tasks to preserve focus and make the most of each minute Overcome procrastination Determine what to delegate and what to eliminate Utilize Program Evaluation and Review Techniques to work backward from the future, and more! Filled with Tracy's trademark wisdom, Time Management is an invaluable, time-creating resource that will help you get more done in less time and with much less stress.