Customer Success

Customer Success
Автор книги: id книги: 818271     Оценка: 0.0     Голосов: 0     Отзывы, комментарии: 0 1691,23 руб.     (16,49$) Читать книгу Купить и читать книгу Купить бумажную книгу Электронная книга Жанр: Зарубежная образовательная литература Правообладатель и/или издательство: Автор Дата добавления в каталог КнигаЛит: ISBN: 9781119168300 Возрастное ограничение: 0+ Оглавление Отрывок из книги

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Описание книги

Dive into the history and application of the IBC Building Codes Illustrated: A Guide to the 2015 International Building Code, Fifth Edition is a bestselling complement to the International Building Code, or IBC. Designed to give you an insider's look at the origins of the IBC, how it can be interpreted, and how it applies to design and construction, this updated text offers new information regarding hazmat occupancies, hospitals, and nursing homes, major changes to how building heights and areas are presented, as well as means of egress, and the latest information on building materials, interior environments, and structural provisions. Francis D.K. Ching's distinctive illustrations and the code expertise of Steven Winkel, FAIA, give students and professionals in architecture, interior design, construction, and engineering industries a user-friendly, easy-to-use guide to fundamentally understanding the 2015 IBC. Building codes and standards serve to establish minimum regulations that emphasize performance while prioritizing public health and safety. Updated every three years, the IBC is the most important reference that you can leverage throughout your career in architecture, design, or engineering. The IBC is a national 'model building code' which is adopted in some form by most building permit jurisdictions across the nation and in several foreign countries. Access the updated regulations reflected in the 2015 IBC Explore how the IBC was developed, and why it is an important component of so many industries Identify the areas of the IBC that have undergone the most change, such as the presentation of building heights and areas, along with changes to means of egress provisions Easily navigate and digest the information with full illustrations Building Codes Illustrated: A Guide to the 2015 International Building Code, Fifth Edition is a practical, fully illustrated reference that guides you through the latest in building code regulations.

Оглавление

Mehta Nick. Customer Success

Gainsight Book Foreword

Part I. Customer Success: The History, Organization, and Imperative

Chapter 1. The Recurring Revenue Tsunami: Why Customer Success Is Suddenly Crucial

In the Beginning

Attitudinal versus Behavioral Loyalty

The Birth of Software as a Service

Chapter 2. The Customer Success Strategy: The New Organization versus the Traditional Business Model

Why Does Customer Success Matter?

What Customer Success Is Not

Customer Success Is NOT Customer Support

What Customer Success Is

Customer Success's Cross-Functional Impact

Chapter 3. Customer Success for Traditional Nonrecurring Revenue Businesses

Are Subscriptions Only for Software and Magazines?

Delivering Customer Success

Part II. The Ten Laws of Customer Success

Chapter 4. The Practice of Customer Success

Chapter 5. Law 1: Sell to the Right Customer

How Do You Define the Right Customer?

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 6. Law 2: The Natural Tendency for Customers and Vendors Is to Drift Apart

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 7. Law 3: Customers Expect You to Make Them Wildly Successful

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 8. Law 4: Relentlessly Monitor and Manage Customer Health

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 9. Law 5: You Can No Longer Build Loyalty through Personal Relationships

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 10. Law 6: Product Is Your Only Scalable Differentiator

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 11. Law 7: Obsessively Improve Time-to-Value

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 12. Law 8: Deeply Understand Your Customer Metrics

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 13. Law 9: Drive Customer Success through Hard Metrics

Additional Commentary

High Touch

Low Touch

Tech Touch

Chapter 14. Law 10: It's a Top-Down, Company-Wide Commitment

Additional Commentary

High Touch, Low Touch, and Tech Touch

Part III. Chief Customer Officer, Technology, and Future

Chapter 15. The Rise of the Chief Customer Officer

The Before Cloud Chief Customer Officer

The New Chief Customer Officer

Chapter 16. Customer Success Technology

A Plethora of Customer Information

Optimize Customer Success Management Time

Increase the Intelligence of Every Customer Touch

Drive Scalability

Improve Collaboration, Communication, and Visibility

Better Team Management

Chapter 17. Where Do We Go from Here?

The Customer Economy

Ideal Customer Success Today

Starbucks and Customer Success

Отрывок из книги

CUSTOMER SUCCESS

How Innovative Companies Are Reducing Churn and Growing Recurring Revenue

.....

1. How they purchase software

2. How their lifetime value (LTV) is realized

.....

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