MARC Record from marc_columbia

LEADER: 06130cam a2200661Ii 4500
001 14327307
005 20210226101248.0
006 m o d
007 cr cnu---unuuu
008 190620s2020 enk ob 001 0 eng d
035 $a(OCoLC)on1105145201
035 $a(NNC)14327307
040 $aN$T$beng$erda$epn$cN$T$dN$T$dTYFRS$dOCLCF
020 $a9780429060458$q(electronic bk.)
020 $a0429060459$q(electronic bk.)
020 $a9780429595486$q(electronic bk. : PDF)
020 $a0429595484$q(electronic bk. : PDF)
020 $a9780429594199$q(electronic bk. : EPUB)
020 $a0429594194$q(electronic bk. : EPUB)
020 $a9780429592904$q(electronic bk. : Mobipocket)
020 $a0429592906$q(electronic bk. : Mobipocket)
020 $z9780367182762
035 $a(OCoLC)1105145201
037 $a9780429060458$bTaylor & Francis
050 4 $aHF5415.5$b.A343 2020
072 7 $aBUS$x082000$2bisacsh
072 7 $aBUS$x041000$2bisacsh
072 7 $aBUS$x042000$2bisacsh
072 7 $aBUS$x085000$2bisacsh
072 7 $aBUS$x018000$2bisacsh
072 7 $aBUS$x066000$2bisacsh
072 7 $aKJC$2bicssc
082 04 $a658.8/12$223
049 $aZCUA
100 1 $aAdams, Richard,$d1967-$eauthor.
245 10 $aPractical customer success management :$ba best practice framework for rapid generation of customer success /$cRichard Adams.
264 1 $aAbingdon, Oxon :$bRoutledge,$c2020.
300 $a1 online resource
336 $atext$btxt$2rdacontent
337 $acomputer$bc$2rdamedia
338 $aonline resource$bcr$2rdacarrier
588 0 $aOnline resource; title from PDF title page (EBSCO, viewed June 24, 2019)
504 $aIncludes bibliographical references and index.
520 $a"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.
545 0 $aRick Adams is an independent author, trainer and consultant, specializing in helping companies of all types and sizes deliver measurable business value for their customers. Adams has over 25 years' experience of helping companies to realize business success, including owning his own startup software-as-a-service business which he sold in 2012 to focus on writing, training and consulting. Over the years, Adams has delivered training and consultancy to many hundreds of businesses and thousands of sales, technical and customer success professionals in over 30 countries across four continents. His recent work includes the development and delivery of a global certification program on customer success management for Cisco Systems Inc. In addition to authoring many training manuals and presentations, he has written numerous technical articles forUS-based and UK-based publications with worldwide distribution. He is now based in the rural west coast of Ireland where he lives with his two dogs Zeus and Terri. His current focus is on helping individuals and companies develop best practices in customer success management and in business outcomes focused selling.
650 0 $aCustomer relations.
650 0 $aCustomer services.
650 7 $aBUSINESS & ECONOMICS / Industrial Management.$2bisacsh
650 7 $aBUSINESS & ECONOMICS / Management.$2bisacsh
650 7 $aBUSINESS & ECONOMICS / Management Science.$2bisacsh
650 7 $aBUSINESS & ECONOMICS / Organizational Behavior.$2bisacsh
650 7 $aBUSINESS & ECONOMICS / Customer Service$2bisacsh
650 7 $aBUSINESS & ECONOMICS / Training$2bisacsh
650 7 $aCustomer relations.$2fast$0(OCoLC)fst00885533
650 7 $aCustomer services.$2fast$0(OCoLC)fst00885545
655 4 $aElectronic books.
856 40 $uhttp://www.columbia.edu/cgi-bin/cul/resolve?clio14327307$zAll EBSCO eBooks
852 8 $blweb$hEBOOKS