| customer success risk management: The Seven Pillars of Customer Success Wayne McCulloch, 2021-04-27 As a customer success leader, whose insight do you rely on for success? Your field is still maturing, yet your profession is one of the fastest growing in the world. There are tons of books and blogs written by success professionals sharing their experiences and strategies, but how do you know what will work for your specific situation? Whose advice is the expertise you can trust? Wayne McCulloch has more than 25 years of experience in the software industry-years spent in training, adoption, and customer experience, the building blocks for customer success. Now he's sharing what he knows as a chief customer officer leading global success functions. In The Seven Pillars of Customer Success, Wayne provides an adaptable framework for building a strong customer success organization. From customer journey actions to the development of transformation advisors, you'll read detailed examples of how companies have put these seven pillars to the test. To create a culture of customer success and stand out in the marketplace, you need a proven framework and knowledgeable perspective-this book provides both, and more. |
| customer success risk management: Customer Success Nick Mehta, Dan Steinman, Lincoln Murphy, 2016-02-29 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. |
| customer success risk management: The Customer Success Professional's Handbook Ashvin Vaidyanathan, Ruben Rabago, 2020-01-15 The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. 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. |
| customer success risk management: Risk Management for Project Driven Organizations Andy Jordan, 2013-05-13 Organizations invest a lot of time, money, and energy into developing and utilizing risk management practices as part of their project management disciplines. Yet, when you move beyond the project to the program, portfolio, PMO and even organizational level, that same level of risk command and control rarely exists. With this in mind, well-known subject matter expert and author Andy Jordan starts where most leave off. He explores risk management in detail at the portfolio, program, and PMO levels. Using an engaging and easy-to-read writing style, Mr. Jordan takes readers from concepts to a process model, and then to the application of that customizable model in the user’s unique environment, helping dramatically improve their risk command and control at the organizational level. He also provides a detailed discussion of some of the challenges involved in this process. Risk Management for Project Driven Organizations is designed to aid strategic C-level decision makers and those involved in the project, program, portfolio, and PMO levels of an organization. J. Ross Publishing offers an add-on for a nominal fee -- Downloadable tools and templates for easy customization and implementation. |
| customer success risk management: The Customer Success Professional's Handbook Ashvin Vaidyanathan, Ruben Rabago, 2020-01-14 The definitive “Customer Success Manager How-To-Guide” for the CSM profession from Gainsight, who brought you the market-leading Customer Success The Customer Success Manager has become a critical asset to organizations across the business landscape. 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. |
| customer success risk management: Risk Management for Success Norman Marks, 2020-10-15 Traditional risk management programs focus on managing and mitigating harms - in other words, on avoiding failure. But survey after survey tell us this approach is not convincing executives and boards that risk management is helping them achieve their objectives. They see it as a compliance exercise: something they have to do rather than want to do. Norman Marks draws on his personal experience as an executive and builds on the thinking in his previous books, including World-Class Risk Management, Risk Management in Plain English, and Making Business Sense of Technology Risk, to explain how risk management should instead focus on achieving success. This book discusses how a consideration of what might happen can enable informed and intelligent decisions from the setting of objectives and corporate strategies through the daily execution of the business. Those decisions enable the appropriate taking of risk so that the organization has an acceptable likelihood of achieving its objectives. An assessment of risk management is recommended by a majority of corporate governance codes around the globe and required by the Standards of the Institute of Internal Auditors. The book includes a comprehensive maturity model that details the attributes of the highest level of maturity envisaged in this book, as well as management surveys that can be tailored for your organization. They can be used as the basis for an assessment by management, the risk officer, or the internal audit team. |
| customer success risk management: Risk Management Paul Hopkin, 2013-05-03 Risk management is not just a topic for risk professionals. Managers and directors at all levels must be equipped with an understanding of risk and the tools and processes required to assess and manage it successfully. Risk Management offers a practical and structured approach while avoiding jargon, theory and many of the complex issues that preoccupy risk management practitioners but have little relevance for non-specialists. Supported by online templates and with real-life examples throughout, this is a straightforward and engaging guide to the practice and the benefits of good risk management. Coverage includes: the nature of risk; the relevance of risk management to the business model; essential elements of the risk management process; different approaches to risk assessment; strategy, tactics, operations and compliance requirements; how to build a risk-aware culture; and the importance of risk governance. Online supporting resources for this book include downloadable templates including risk agenda, risk response and risk communication. |
| customer success risk management: Proactive Risk Management Guy M. Merritt, 2020-10-28 Listed as one of the 30 Best Business Books of 2002 by Executive Book Summaries. Proactive Risk Management's unique approach provides a model of risk that is scalable to any size project or program and easily deployable into any product development or project management life cycle. It offers methods for identifying drivers (causes) of risks so you can manage root causes rather than the symptoms of risks. Providing you with an appropriate quantification of the key factors of a risk allows you to prioritize those risks without introducing errors that render the numbers meaningless. This book stands apart from much of the literature on project risk management in its practical, easy-to-use, fact-based approach to managing all of the risks associated with a project. The depth of actual how-to information and techniques provided here is not available anywhere else. |
| customer success risk management: Onboarding Matters Donna Weber, 2021-06 If you don't have a customer onboarding plan set up for your business, you're losing customers and burning future revenues. It's as simple as that. Onboarding is the most important part of the customer journey, yet many B2B companies fail to act proactively at the start of the relationship. Instead, Customer Success teams are stuck making heroic efforts to save accounts and fighting fires when customers inevitably run into problems or get stuck. The reactive approach is a problem for your Customer Success teams, your revenues, and your customers. Customer onboarding matters. More than you may think. A successful customer onboarding program results in more satisfied customer and employees, higher solution adoption, and increased customer lifetime value. In Onboarding Matters, Donna Weber shares the Orchestrated Onboarding(TM) framework that she implements with leading B2B companies to turn onboarding from a missed opportunity into a competitive advantage. Onboarding Matters provides an impactful framework as well as practical tips and valuable resources to perfect the art and science of a superior onboarding process. It's a must read for anyone who cares about Customer Success. Ashvin Vaidyanathan, Chief Customer Officer, Gainsight Onboarding Matters, by Donna Weber, is the leading guide for anyone seeking to create a high-impact onboarding program. The book is a step-by-step blueprint for orchestrating Customer Success from day one. I always say that customer onboarding is the beginning of churn or success, and Donna's book takes you through the why and the how. A must-read with clear examples and resources to apply to your organization. Emilia D'Anzica, Founder, Growth Molecules Buy this book today and use its practical guidance and detailed templates to start building your own customer onboarding practice. |
| customer success risk management: Winning With Risk Management Russell Walker, 2013-04-04 This book develops the notion that companies can succeed on the basis of risk management, much as companies compete on efficiency, costs, labor, location, and other dimensions. The reality of risk and how it impacts companies is that it is much more definite, often catastrophic and looks more like a shock. This is striking, as a difference between firms on risk different than a marginal difference in operating efficiencies, for example. Competing on Risk Management requires a discipline, a commitment to using information and recognizing shocks and then acting upon those to redistribute assets. This book will examine how leading firms that compete on risk have done this and showcase best practices and impacts to the capital structure of firms and their organizational formation. |
| customer success risk management: Risk Management in Student Affairs Thomas E. Miller, Roger W. Sorochty, 2014-09-22 A comprehensive, accessible guide to the policies and practices of risk management in higher education Student affairs staff at all types of colleges and universities need to be equipped to help manage risk and protect their institutions, the people they serve, and their resources from unintended consequences. Risk Management in Student Affairs: Foundations for Safety and Success helps practitioners understand the sources of risk in their work, and the practices and strategies they can employ to help mitigate that risk. Written for those without legal training, the book is accessible to new and mid-level professionals as well as students preparing to enter the profession. It teaches how to limit, control, and respond to risk in order to protect oneself and one's institution. The book covers all aspects of risk management in higher education, including: Tort liability (such as damage due to negligence, accidents on campus, injuries resulting from alcohol use, and incidents during study-abroad trips) Contracts (such as off-campus incidents, contracts for events and activities, and employment and disciplinary issues) State and federal violations (including the freedoms of speech, religion, and the press, search and seizure, due process, OSHA, Title IX, FERPA, and ADA) Resource protection (including information and data security, facilities, financial resources, and physical environments) Managing risk is an integral part of the work of student affairs, and the ability to manage risk well can save time, money, and personnel at a time when resources can be scarce. Whether you work in a public or private institution, and whether you manage personal or institutional risk, no other book addresses risk management within higher education in such a focused, comprehensive manner. |
| customer success risk management: Practical Customer Success Management Rick Adams, 2019-06-14 Practical Customer Success Management is a complete handbook for CSMs, written by a customer success expert who has coached and trained many hundreds of customer success managers across the globe. The book is aimed at increasing both productivity and consistency of quality of output for customer success managers of all levels, from relative newcomers through to seasoned professionals. The book is highly practical in nature and is packed full of good humored but very direct advice and assistance for dealing with exactly the types of real world situations CSMs face every day. Practical Customer Success Management provides a simple-to-follow, best practice framework that explains what the core customer success management steps are at each stage of the customer journey to business outcome success and in what circumstances to apply those steps. 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 explanations and step-by-step guidance for successfully completing each activity or task. Included in this book is an entire suite of tools and templates that enable rapid completion of each task and ensure consistency of approach both across multiple customer engagements and by multiple CSMs within a team. Each tool’s use is clearly explained within the book, and CSMs are able to adapt and customize the tools to suit their own specific needs as they see fit. |
| customer success risk management: The Complete Guide to Business Risk Management Kit Sadgrove, 2020-07-26 Risk management and contingency planning has really come to the fore since the first edition of this book was originally published. Computer failure, fire, fraud, robbery, accident, environmental damage, new regulations - business is constantly under threat. But how do you determine which are the most important dangers for your business? What can you do to lessen the chances of their happening - and minimize the impact if they do happen? In this comprehensive volume Kit Sadgrove shows how you can identify - and control - the relevant threats and ensure that your company will survive. He begins by asking 'What is risk?', 'How do we assess it?' and 'How can it be managed?' He goes on to examine in detail the key danger areas including finance, product quality, health and safety, security and the environment. With case studies, self-assessment exercises and checklists, each chapter looks systematically at what is involved and enables you to draw up action plans that could, for example, provide a defence in law or reduce your insurance premium. The new edition reflects the changes in the global environment, the new risks that have emerged and the effect of macroeconomic factors on business profitability and success. The author has also included a set of case studies to illustrate his ideas in practice. |
| customer success risk management: Risk Management: Fast Track to Success Keith Baxter, 2012-09-26 EVERYTHING YOU NEED TO ACCELERATE YOUR CAREER A complete resource to show you get ahead as a manager faster by gaining a clearer understanding of risk management. Fast Track to Success brings together the latest business thinking, practical techniques and cutting edge online material. Risk management has become a hot topic since the economic downturn. By the end of 2009 half of all companies employed a dedicated risk manager, compared with only12% in 2008. Fast Track to Success: Risk Management shows you how to quickly assess your current state of risk management effectiveness using a simple framework. It goes on to show you how to develop your own approach to risk management. FAST TRACK books all feature the following: - A combination of skills development and career development that includes a framework to help you develop your career as well as produce terrific results. - A clear structure which makes it easy to navigate information quickly. Summaries, quick tips, FAQs and Expert Voices help you find information quickly. - Fresh, contemporary full colour design. - Real life stories to give examples of what works and critically what doesn’t. - Custom-designed, highly interactive companion website www.fast-track-me.com |
| customer success risk management: The Complete Idiot's Guide to Risk Management Annetta Cortez, 2010-02-02 Manage the risk and maximize the reward! Risk. It's what business is all about. The key to success is to anticipating and managing the risks that can impact business. The Complete Idiot's Guide® to Risk Management provides the key information necessary to manage business risk successfully. • The basic categories of business risk • How to indentify the specific factors that affect any particular business • How to create practical risk models to plan ahead • How to lessen the impact of risk events should they happen • How to profit from strategic risk taking |
| customer success risk management: Governance, Risk Management, and Compliance Richard M. Steinberg, 2011-08-02 An expert's insider secrets to how successful CEOs and directors shape, lead, and oversee their organizations to achieve corporate goals Governance, Risk Management, and Compliance shows senior executives and board members how to ensure that their companies incorporate the necessary processes, organization, and technology to accomplish strategic goals. Examining how and why some major companies failed while others continue to grow and prosper, author and internationally recognized expert Richard Steinberg reveals how to cultivate a culture, leadership process and infrastructure toward achieving business objectives and related growth, profit, and return goals. Explains critical factors that make compliance and ethics programs and risk management processes really work Explores the board's role in overseeing corporate strategy, risk management, CEO compensation, succession planning, crisis planning, performance measures, board composition, and shareholder communications Highlights for CEOs, senior management teams, and board members the pitfalls to avoid and what must go right for success Outlines the future of corporate governance and what's needed for continued effectiveness Written by well-known corporate governance and risk management expert Richard Steinberg Governance, Risk Management, and Compliance lays a sound foundation and provides critical insights for understanding the role of governance, risk management, and compliance and its successful implementation in today's business environment. |
| customer success risk management: Summary of Wayne McCulloch's The Seven Pillars of Customer Success Everest Media,, 2022-10-10T22:59:00Z Please note: This is a companion version & not the original book. Sample Book Insights: #1 When you’re a single mother, your grandparents are your guardians. In customer success, we want our customer success team to be self-sufficient. We want them to be able to navigate to a better place when things go wrong, and they should be prepared to find their way home. In this chapter, we’re going to start talking about the customer success tools and language you can use to help you get yourself out of whatever situation you find yourself in. You’re going to learn how customer success is different from other roles in the company, and you’re going to find out what it takes to become a customer success rockstar. -> In customer success, we want our customer success team to be self-sufficient. #2 Customer success is about getting yourself out of whatever situation you find yourself in, and it involves both logo and revenue churn. #3 Customer lifetime value is a metric that measures customer profitability. The breakeven point for a customer to start generating a profit is typically around the 18-month mark. #4 Customer lifetime value is a metric that measures customer profitability. It takes into account both logo and revenue churn. |
| customer success risk management: Digital Customer Success Nick Mehta, Kellie Capote, 2024-04-30 Automate your Customer Success efforts to reduce churn and increase profits In Digital Customer Success: The Next Frontier, a team of trailblazing Customer Success professionals and digital entrepreneurs delivers an insightful discussion of the next stage in Customer Success management. In the book, you'll discover how to design and deploy touchless and automated digital interventions that help your software users learn and grow as they use your product and unlock the value trapped within it — without ever needing to reach out to a live Customer Success Manager. The authors provide a detailed “How-To” guide to Digital Customer Success that explains how you can meet the needs of your customers, investors, and team members. You'll explore the basics of the authors' original Digital Customer Success Maturity Model and the core tenets of how to get started. After that, you'll find: Explanations of the ideal organizational structures to enable Digital Customer Success management Case studies and examples from real companies blazing new trails in Customer Success Critical success measurements and metrics you can use to determine if your company is on the right track or if it needs to reorient Perfect for managers, executives, directors, founders, entrepreneurs, and other business leaders involved in the sale of digital and software products, Digital Customer Success is also a can't-miss resource for Customer Success professionals, sales leaders, marketers, product development professionals, and anyone else with a stake in reducing customer churn and increasing revenues. |
| customer success risk management: Risk Management in Organizations Margaret Woods, 2011 Risk Management in Organizations sets the world of risk management in the context of the broader corporate governance agenda, as well as explaining the core elements of a risk management system. With a detailed array of risk management cases, lecturers and managers will find this a uniquely well researched resource. |
| customer success risk management: Customer Success with Microsoft Dynamics Sure Step Chandru Shankar, Vincent Bellefroid, Nilesh Thakkar, 2014-01-24 Customer Success with Microsoft Dynamics Sure Step is a focused tutorial of Microsoft Dynamics solution envisioning and delivery, rather than a step-by-step guide into project management. It will equip you with the tactics required to plan, align, and orchestrate your solution selling activities, as well as help you to be efficient, proactive, goal driven, and flexible in your Microsoft Dynamics engagements. If you are involved in one or more of the roles stated below, then this book is for you: If you are a Project Manager, Engagement Manager, Solution Architect, or Consultant involved in delivering Microsoft Dynamics solutions, this book will teach you how you can improve the quality of your implementation with a consistent, repeatable process. If you are a Customer Project Manager, Subject Matter Expert, Key User, or End User involved in selecting the right business solution for your organization and delivering the Microsoft Dynamics solution, this book will help you determine how the method facilitates the delivery of a solution that is aligned to your vision. If you are a Sales Executive, Services Sales Executive, Technical Sales Specialist, Pre-Sales Consultant, or Engagement Manager involved in the sales of Microsoft Dynamics solutions, this book will help you to understand how you can accelerate your sales cycle and bring it to a close. If you are the Customer Decision Maker, CxO, Buyer, or Project Manager who participates in the selection process for your business solution needs, this book will show you how to determine how this process can help your due diligence exercise and set the stage for a quality implementation of the solution. If you are a Change Management expert, this book will enable you to learn how you can help the customer manage organizational change during the business solution delivery process, and/or help solution providers adopt a process for selling and delivering solutions. |
| customer success risk management: Data Analytics for Business Ira J. Haimowitz, 2022-12-20 Interest in applying analytics, machine learning, and artificial intelligence to sales and marketing has grown dramatically, with no signs of slowing down. This book provides essential guidance to apply advanced analytics and data mining techniques to real-world business applications. The foundation of this text is the author’s 20-plus years of developing and delivering big data and artificial intelligence solutions across multiple industries: financial services, pharmaceuticals, consumer packaged goods, media, and retail. He provides guidelines and summarized cases for those studying or working in the fields of data science, data engineering, and business analytics. The book also offers a distinctive style: a series of essays, each of which summarizes a critical lesson or provides a step-by-step business process, with specific examples of successes and failures. Sales and marketing executives, project managers, business and engineering professionals, and graduate students will find this clear and comprehensive book the ideal companion when navigating the complex world of big data analytics. |
| customer success risk management: Optimization of Supply Chain Management in Contemporary Organizations Sabri, Ehap, 2015-03-31 In order to experience significant improvement in business processes, successful organizations must launch, implement, and maintain effective transformation programs. Such programs enable companies to fully maximize benefits and avoid potential failures. Optimization of Supply Chain Management in Contemporary Organizations discusses best practices and methods in transformation initiatives that improve the overall functionality and success of supply chain processes. Focusing on performance measurement, change management, and strategy development, this book is an essential reference source for executives, managers, advanced-level students, and professionals working in the field of business transformations and supply chain development. |
| customer success risk management: Operations and Service Management: Concepts, Methodologies, Tools, and Applications Management Association, Information Resources, 2017-11-30 Organizations of all types are consistently working on new initiatives, product lines, and workflows as a way to remain competitive in the modern business environment. No matter the type of project at hand, employing the best methods for effective execution and timely completion of the task is essential to business success. Operations and Service Management: Concepts, Methodologies, Tools, and Applications is a comprehensive reference source for the latest research on business operations and production processes. It examines the need for a customer focus and highlights a range of pertinent topics such as financial performance measures, human resource development, and business analytics, this multi-volume book is ideally designed for managers, professionals, students, researchers, and academics interested in operations and service management. |
| customer success risk management: Project Risk Management Guidelines Dale Cooper, Stephen Grey, Geoffrey Raymond, Phil Walker, 2004-11-30 This book describes philosophies, principles, practices and techniques for managing risk in projects and procurements, with a particular focus on complex or large-scale activities. The authors cover the basics of risk management in the context of project management, and outline a step-by-step approach. They then extend this approach into specialised areas of procurement (including tender evaluation, outsourcing and Public-Private Partnerships), introducing technical risk assessment tools and processes for environmental risk management. Finally they consider quantitative methods and the way they can be used in large projects. International case studies are included throughout. |
| customer success risk management: Enterprise Risk Management James Lam, 2014-01-06 A fully revised second edition focused on the best practices of enterprise risk management Since the first edition of Enterprise Risk Management: From Incentives to Controls was published a decade ago, much has changed in the worlds of business and finance. That's why James Lam has returned with a new edition of this essential guide. Written to reflect today's dynamic market conditions, the Second Edition of Enterprise Risk Management: From Incentives to Controls clearly puts this discipline in perspective. Engaging and informative, it skillfully examines both the art as well as the science of effective enterprise risk management practices. Along the way, it addresses the key concepts, processes, and tools underlying risk management, and lays out clear strategies to manage what is often a highly complex issue. Offers in-depth insights, practical advice, and real-world case studies that explore the various aspects of ERM Based on risk management expert James Lam's thirty years of experience in this field Discusses how a company should strive for balance between risk and return Failure to properly manage risk continues to plague corporations around the world. Don't let it hurt your organization. Pick up the Second Edition of Enterprise Risk Management: From Incentives to Controls and learn how to meet the enterprise-wide risk management challenge head on, and succeed. |
| customer success risk management: Risk and Exposure in Software and It Projects Farouq Alhefnawi, 2015-02-12 IT industry is facing intricate dilemma represented by the high rate of failure of IT projects. The phenomenon is proven by authenticated statistics and, indeed, by personal professional experience. Surprisingly, the average rate of failure ranges around 60 percent. This book is a punch of deep insights on how to use the contract to deal with perils and caveats embedded in software and IT projects. The underlying approach of the book to overcome such dilemma is based on the premise of the coherent and fair contract being the general framework and appropriate venue that should contain and accurately record elements for project success. The contract is where the scope of works are specified, the deliverables are detailed, the realistic timeframe for implementation are set out, the methodology for sound project management is put forth, the testing criteria is identified, the mechanism for changes and modifications are determined, the dispute resolution procedures are stated, etc. It is the contract that grants the parties ample opportunity and time to contemplateas long as everything will be recorded and documentedthe effectiveness of success elements and factors. As a specimen, the ME legal system has been used to apply the underlying concept of the book. |
| customer success risk management: Farm Don't Hunt Guy Nirpaz, Fernando Pizarro, 2016-02-21 Across entire verticals of the economy the new normal is the recurring revenue business. Charging customers on a monthly basis, firms with this model have to play by an entirely new set of rules, rules which generally favor the customer over the seller. But this new model also opens up fantastic opportunities to provide and extract more value from the relationship as well. To create that value business needs to move away from a hunting mindset to a farming mindset. That change is the new paradigm of Customer Success. Many business leaders have heard of Customer Success but few understand what it really means to run their business from the Customer Success standpoint. Even fewer have the experience to build the Customer Success function and optimize its performance. As a pioneer in the field of Customer Success, Guy Nirpaz is acknowledged as one of the earliest proponents of this business realignment. In |
| customer success risk management: Entrepreneurial Spirit: From Startup to Success Story Yashpalsinh Jadeja, 2023-11-20 Cultivate your entrepreneurial spirit with insights from startup to success. This book offers practical advice and inspiration for aspiring entrepreneurs, covering the journey from initial idea to thriving business. |
| customer success risk management: Balanced Scorecard Success: The Kaplan-Norton Collection (4 Books) Robert S. Kaplan, David P. Norton, 2015-12-22 This collection highlights the most important ideas and concepts from Robert S. Kaplan and David P. Norton, authors of The Balanced Scorecard, a revolutionary performance measurement system that allows organizations to quantify intangible assets such as people, information, and customer relationships. Also included are Strategy Maps, which enables companies to describe the links between intangible assets and value creation with a clarity and precision never before possible; The Execution Premium, which describes a multistage system to help companies to gain measurable benefits from carefully formulated business strategy; and The Strategy-Focused Organization, which introduces a new approach to make strategy a continuous process owned not just by top management, but by everyone. |
| customer success risk management: Preparing for Success in Healthcare Information Management Systems: The CPHIMS Review Guide HIMSS Books, 2013 Whether you're taking the CPHIMS exam, or simply want the most current and comprehensive overview in healthcare information and management systems today?this updated publication has it all. But for those preparing for the CPHIMS exam, this text book is an ideal study partner. |
| customer success risk management: Risk Management Exam Review , Welcome to the forefront of knowledge with Cybellium, your trusted partner in mastering the cutting-edge fields of IT, Artificial Intelligence, Cyber Security, Business, Economics and Science. Designed for professionals, students, and enthusiasts alike, our comprehensive books empower you to stay ahead in a rapidly evolving digital world. * Expert Insights: Our books provide deep, actionable insights that bridge the gap between theory and practical application. * Up-to-Date Content: Stay current with the latest advancements, trends, and best practices in IT, Al, Cybersecurity, Business, Economics and Science. Each guide is regularly updated to reflect the newest developments and challenges. * Comprehensive Coverage: Whether you're a beginner or an advanced learner, Cybellium books cover a wide range of topics, from foundational principles to specialized knowledge, tailored to your level of expertise. Become part of a global network of learners and professionals who trust Cybellium to guide their educational journey. www.cybellium.com |
| customer success risk management: Customer Relationship Management Francis Buttle, 2008-10-23 This definitive textbook explains what CRM is, the benefits it delivers, the contexts in which it is used, how it can be implemented and how CRM technologies can be deployed to support customer management strategies and objectives. It also looks comprehensively at how CRM can be used throughout the customer life-cycle stages of customer acquisition, retention and development and how the management disciplines- marketing, sales, IT, change management, human resource, customer service, accounting, and strategic management are implicated in this. This completely revised edition also includes: · A Tutor Resource pack available to instructors who adopt this text · Case examples illustrating CRM in practice · Screenshots of CRM software applications and reviews of technology applications deployed in marketing, sales and customer service Student readers will enjoy the logical structure, easy accessibility and case illustrations. Managers will appreciate the book's freedom from CRM vendor and consultant bias and the independent guidance it provides to those involved in CRM programs and system implementations. This second edition has been completely revised and updated with eight new chapters. |
| customer success risk management: Risk Management for Meetings and Events Julia Rutherford Silvers, 2009-11-04 Events of all types are produced every day for all manner of purposes, attracting all sorts of people. Creating and managing the environment in which these people will gather carries with it awesome responsibilities — legal, ethical, and financial. To provide a safe and secure setting and to operate in a manner that ensures the hosting organizations or individuals achieve their objectives in a proper and profitable way, event risk management must be fully integrated into all event plans and throughout the event management process. Risk Management for Meetings and Events examines the practices, procedures, and safeguards associated with the identification, analysis, response planning, and control of the risks surrounding events of all types. Written by an experienced author it: * Provides a solid, easy-to-read conceptual foundation based on proven risk management techniques * Includes ready-to-use templates designed specifically as learning exercises for students and professionals * Comprehensively discusses effective strategies for managing the risks associated with design, planning and production of public and private events Risk Management for Meetings and Events is a comprehensive and practical guide which supports academic and professional development programs that prepare individuals for entering or advancement in the meeting and event management industry. |
| customer success risk management: Artificial Intelligence for Business Transforming Strategies for Success Sam Morgan, 2024-11-12 Discover how to leverage technology with Artificial Intelligence for Business Transforming Strategies for Success. This comprehensive guide explores the impact of artificial intelligence in business environments, providing actionable insights on implementing AI strategies to enhance operational efficiency and drive business transformation. Learn about the power of machine learning, automation, and data-driven decisions that can reshape your organization's future. This book is your essential resource for navigating the evolving landscape of AI in business. |
| customer success risk management: Practical Project Risk Management David Hillson, 2012-08-01 This second edition of the book reflects the authors' work to continually improve upon the model and to apply the methodology to a broader range of issues. The book includes: • An entirely new chapter on managing risk in programs, which is an important dimension in today's world of ever more complex initiatives • Updated material and methodology more closely aligned with relevant international standards • Emphasis on minimizing the threats and maximizing the opportunities to optimize achievement of your project goals Based on sound principles and best practices, this book guides any member of the project management team in conducting risk management in a real-world environment. |
| customer success risk management: Computer Supported Risk Management Giampiero Beroggi, W.A. Wallace, 2012-12-06 Advances in information technology provide opportunities for the development of computer systems that support risk managers in complex tasks. Leading experts report on the potentials and limitations concerning the use of computer systems in risk management. Their reports are based on many years of experience in their fields which include: risk analysis, systems engineering, geographic information systems, decision support systems, human--machine systems, and psychology. The book addresses four major issues in computer supported risk management: Conceptual aspects: the role, design, and use of computers in risk management Planning and policy analysis: transportation, equity analysis, emergency management, group decision making Operational decision making: nuclear power monitoring, emergency response, public safety warning, satellite tracking Commercial applications: GIS from IIASA, InterClair from IAEA, EPA software, cleanup decision support software survey. This book is meant for researchers, who will find the emerging issues in risk management that are motivated by the encounter of new tasks and novel technology; practitioners who will have descriptions and references of the state-of-the-art models and software; and students who will learn the basic concepts needed to develop advanced information and decision support systems in risk management. |
| customer success risk management: Real-World Solutions for Diversity, Strategic Change, and Organizational Development: Perspectives in Healthcare, Education, Business, and Technology Burrell, Darrell Norman, 2023-09-11 The great resignation, quiet quitting, #MeToo workplace cultures, bro culture at work, the absence of more minorities in cybersecurity, cybercrime, police brutality, the Black Lives Matter protests, racial health disparities, misinformation about COVID-19, and the emergence of new technologies that can be leveraged to help others or misused to harm others have created a level of complexity about inclusion, equity, and organizational efficiency in organizations in the areas of healthcare, education, business, and technology. Real-World Solutions for Diversity, Strategic Change, and Organizational Development: Perspectives in Healthcare, Education, Business, and Technology takes an interdisciplinary academic approach to understand the real-world impact and practical solutions-oriented approach to the chaotic convergence and emergence of organizational challenges and complex issues in healthcare, education, business, and technology through a lens of ideas and strategies that are different and innovative. Covering topics such as behavioral variables, corporate sustainability, and strategic change, this premier reference source is a vital resource for corporate leaders, human resource managers, DEI practitioners, policymakers, administrators, sociologists, students and educators of higher education, researchers, and academicians. |
| customer success risk management: Management Control Systems and Tools for Internationalization Success Teixeira, Nuno Miguel, Ribeiro, Joaquim Silva, Teixeira, Ana Bela, Godinho, Teresa, 2019-11-22 In the competitive environment of corporate business, companies are constantly looking for a competitive edge. With the development of information and communication technologies, professionals are altering their process of conducting business. A vital tool that is contributing to this competitive shift is the management control system, which provides updated information on markets, contributing to smarter decisions. Management Control Systems and Tools for Internationalization Success is an essential reference source that discusses the fundamentals, benefits, and risks of implementing internationalization strategies within a business, along with other organizational performance instruments. Featuring research on topics such as financial performance, international markets, and evaluation systems, this book is ideally designed for entrepreneurs, managers, executives, IT consultants, business professionals, marketers, researchers, students, and academicians seeking coverage on internationalization strategies within management control systems. |
| customer success risk management: The Future of Risk Management Howard Kunreuther, Robert J. Meyer, Erwann O. Michel-Kerjan, 2019-07-26 Whether man-made or naturally occurring, large-scale disasters can cause fatalities and injuries, devastate property and communities, savage the environment, impose significant financial burdens on individuals and firms, and test political leadership. Moreover, global challenges such as climate change and terrorism reveal the interdependent and interconnected nature of our current moment: what occurs in one nation or geographical region is likely to have effects across the globe. Our information age creates new and more integrated forms of communication that incur risks that are difficult to evaluate, let alone anticipate. All of this makes clear that innovative approaches to assessing and managing risk are urgently required. When catastrophic risk management was in its inception thirty years ago, scientists and engineers would provide estimates of the probability of specific types of accidents and their potential consequences. Economists would then propose risk management policies based on those experts' estimates with little thought as to how this data would be used by interested parties. Today, however, the disciplines of finance, geography, history, insurance, marketing, political science, sociology, and the decision sciences combine scientific knowledge on risk assessment with a better appreciation for the importance of improving individual and collective decision-making processes. The essays in this volume highlight past research, recent discoveries, and open questions written by leading thinkers in risk management and behavioral sciences. The Future of Risk Management provides scholars, businesses, civil servants, and the concerned public tools for making more informed decisions and developing long-term strategies for reducing future losses from potentially catastrophic events. Contributors: Mona Ahmadiani, Joshua D. Baker, W. J. Wouter Botzen, Cary Coglianese, Gregory Colson, Jeffrey Czajkowski, Nate Dieckmann, Robin Dillon, Baruch Fischhoff, Jeffrey A. Friedman, Robin Gregory, Robert W. Klein, Carolyn Kousky, Howard Kunreuther, Craig E. Landry, Barbara Mellers, Robert J. Meyer, Erwann Michel-Kerjan, Robert Muir-Wood, Mark Pauly, Lisa Robinson, Adam Rose, Paul J. H. Schoemaker, Paul Slovic, Phil Tetlock, Daniel Västfjäll, W. Kip Viscusi, Elke U. Weber, Richard Zeckhauser. |
| customer success risk management: Strategic Risk Management Campbell R. Harvey, Sandy Rattray, Otto Van Hemert, 2021-05-04 STRATEGIC RISK MANAGEMENT Having just experienced a global pandemic that sent equity markets into a tailspin in March 2020, risk management is a more relevant topic than ever. It remains, however, an often poorly understood afterthought. Many portfolios are designed without any thought given to risk management before they are handed off to a dedicated—but separate—risk management team. In Strategic Risk Management: Designing Portfolios and Managing Risk, Campbell R. Harvey, Sandy Rattray, and Otto Van Hemert deliver a reimagining of the risk management process. The book envisions a marriage between the investment and risk processes, an approach that has proven successful at the world’s largest publicly listed hedge fund, Man Group. The authors provide readers with a new framework for portfolio design that includes defensive strategies, drawdown risk controls, volatility targeting, and actively timing rebalancing trades. You will learn about how the book’s new approach to risk management fared during the recent market drawdown at the height of the COVID-19 pandemic. You will also discover why the traditional risk weighting approach only works on certain classes of assets. The book shows you how to accurately evaluate the costs of defensive strategies and which ones offer the best and most cost-effective protection against market downturns. Finally, you will learn how to obtain a more balanced return stream by targeting volatility rather than a constant notional exposure and gain a deeper understanding of concepts like portfolio rebalancing. Perfect for people working in the asset management industry and financial policy makers, Strategic Risk Management: Designing Portfolios and Managing Risk will also earn a place in the libraries of economics and finance scholars, as well as casual readers who take an active approach to investing in their savings or pension assets. PRAISE FOR STRATEGIC RISK MANAGEMENT “Strategic Risk Management shows how to fully embed risk management into the portfolio management process as an equal partner to alpha. This should clearly be best practice for all asset managers.” —Jase Auby, Chief Investment Officer, the Teacher Retirement System of Texas “This book shows the power of integrating risk and investment management, rather than applying risk management as an afterthought to satisfy set limits. I was pleased to shepherd some of the key ideas in this book through the publication process at The Journal of Portfolio Management.” —Frank J. Fabozzi, Editor, The Journal of Portfolio Management “Financial markets today are quite different from those of the last century. Understanding leverage, correlations, tails, and other risk parameters of a portfolio is at least as important as work on signals and alpha. In that sense, bringing risk management from ‘control’ to ‘front office’ should be a priority for asset managers. This book explains how to do it.” —Marko Kolanovic, Chief Global Market Strategist, J.P. Morgan A powerful new approach to risk management in volatile and uncertain markets While the COVID-19 pandemic threw the importance of effective risk management into sharp relief, many investment firms hang on to a traditional and outdated model of risk management. Using siloed and independent portfolio management and risk monitoring teams, these firms miss out on the opportunities presented by integrated risk management. Strategic Risk Management: Designing Portfolios and Managing Risk delivers a fresh approach to risk management in difficult market conditions. The accomplished author team advocates for the amalgamation of portfolio design and risk monitoring teams, incorporating risk management into every aspect of portfolio design. The book provides a roadmap for the crucial aspects of portfolio design, including defensive strategies, drawdown risk controls, volatility targeting, and actively timing rebalancing trades. You will discover how these techniques helped the authors achieve remarkable results during the market drawdown in the midst of the COVID-19 pandemic and how they can help you protect your assets against unpredictable—but inevitable—future bear markets. Ideal for professionals in the asset management industry, Strategic Risk Management: Designing Portfolios and Managing Risk is a valuable resource for financial policy makers, economics and finance scholars, and anyone with even a passing interest in taking an active role in investing for their future. |
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
consumer、customer、client 有何区别？ - 知乎
对于customer和consumer，我上marketing的课的时候区分过这两个定义。 customer behavior：a broad term that covers individual consumers who buy goods and services for their own use …
Consumer与customer有区别吗？具体作什么区别？ - 知乎
Mar 18, 2014 · 一般把 customer 翻译做 “客户“ 比如你是杜蕾斯的生产商，那么中国总代，上海曼伦商贸有限公司，就是你的customer，然后从曼伦进货的全家就是曼伦的customer，然后隔 …
Windows 10 business 和 consumer 中的专业版有什么不同？ - 知乎
Mar 14, 2020 · Windows10 有business editions 和 consumer editions 版。其中每个都有 专业工作站版，可这2个专业工作…
想问一下大家web of science文献检索点不动 只能用作者检索怎么 …
手机电脑打开都是这样 我想用文献检索 不想用作者检索啊啊啊啊啊
什么是CRM系统？它的作用是什么？ - 知乎
CRM（Customer Relationship Management），即客户关系管理系统.。 是指利用软件、硬件和网络技术，为企业建立一个客户信息收集、管理、分析和利用的信息系统。通俗地讲， CRM就 …
请问金融系统中提到的KYC是做什么用的？ - 知乎
KYC看着高端，其实我们每个人都经历过。例如，当你去银行开户的时候，都必须要提交身份证件，甚至有时候还要提交家庭住址证明。这便是一个最简单的KYC。(也叫做CIP - Customer …
什么是SCRM？为什么企业要做SCRM？ - 知乎
SCRM翻译后的全程是：Social Customer Relationship Management ，可以看到这里的“S”原来是“Social”，也就是“社交”的意思。 尽管只是多了一个S，却将原先CRM呈现的客户管理行为转 …
什么是跨境电商，你们了解多少？ - 知乎
跨境电子商务是指不同国度或地域的买卖双方经过互联网以邮件或者快递等方式通关，将传统贸易中的展现、洽谈和成交环节数字化，完成产品进口的的新型贸易方式，当前主流的跨境电商形 …
有大神公布一下Nature Communications从投出去到Online的审稿 …
知乎，中文互联网高质量的问答社区和创作者聚集的原创内容平台，于 2011 年 1 月正式上线，以「让人们更好的分享知识、经验和见解，找到自己的解答」为品牌使命。知乎凭借认真、专业 …
新媒体的KOL、KOC是什么? - 知乎
KOC有双重身份，即Customer和Creator，KOC是消费者的同时也是创作者，是对消费者的消费决策起到关键作用的群体。 KOL与KOC在本质上截然不同，是两个群体。前者是推，而KOC是 …
