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| customer success project management: Practical Customer Success Management Rick Adams, 2019-06-14 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. |
| customer success project 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 project 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 project management: Successful Project Management Trevor L Young, 2013-03-03 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. |
| customer success project management: Performance-Based Project Management Glen Alleman, 2014-02-13 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. |
| customer success project management: Say Yes to Project Success Karthik Ramamurthy, Sripriya Narayanasamy, 2017-10-09 Are you under pressure to deliver? Is your life made tough by shortened schedules, tight budgets, skills gap, incomplete scope, and demanding stakeholders? Do you need help in the form of proven practical tips and techniques to help you confidently deliver project success? This book will certainly help you. What’s inside? • Superb set of 52 proven project success keys • Unbeatable breadth of insights: 108 experts, 2000+ projects, 119 countries • Comprehensive solutions to the top 20 global project failure factors • Coverage of waterfall, hybrid and agile methodologies in 54 industries • Extensive discussions on soft skills, leadership and communication • Situation, impact, and resolution presentation technique • Storytelling approach for easy understanding Read on to get your project off to a flying start and deliver in style! |
| customer success project 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 project management: Project Management 101 Lew Sauder, 2015-02-11 An entertaining and informative story to help you develop project management expertiseHolly Hewitt is facing the biggest challenge of her career. Holly Hewitt has been assigned to manage the merger of two large food products companies. As she faces setbacks and challenges, she learns a few things about project management, and even mentors others on some of her own management and leadership knowledge. In Project Management 101 , Lew Sauder offers another business parable that charms as well as it informs. Project Management plays a critical role in nearly every organization. Knowing the right things to do, and the right times to do them are critical skills in today’s business world. Project Management 101 provides you with 101 useful tips to optimize your professional performance. Project Management 101 will help you:Develop leadership skills to build on for your entire careerLearn how to successfully develop relationships with your staff, stakeholders, and executivesEffectively motivate your team for higher productivityEstablish yourself as a mentor in your organization |
| customer success project management: Project Management Recipes for Success Guy L. De Furia, 2008-12-02 Grounded in practicality, this book explains the procedures for running a successful project and highlights the finer points of managing and controlling the project. Written specifically for those responsible for the hands-on managing of projects, it is also useful to program managers and senior executives. Project managers will gain the confidence that comes from following a good recipe for success. Program managers will gain a perspective on the myriad of activities their project managers must perform to achieve a well-disciplined project. |
| customer success project 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 project management: Situational Project Management Oliver F. Lehmann, 2016-08-19 Most project managers would agree that every project is unique. But not all project managers would agree that the best way to manage a unique project is unique. Many still cling to the old practice of having a methodology that is applied to all projects. One size fits all is still in common use, and this approach has proven to lead to project failure. Flexibility, situational intelligence, and creativity are essential to deliver project success. The need to recognize and master ever-changing requirements and environmental conditions is a tough challenge for professional project managers. The same practices that led to success yesterday may cause failure today. Selecting favorable responses to a given situation is often the most critical factor of the dynamics of success and failure. This book is designed to help project professionals assess a situation, predict the appropriate approach, methodology and achieving styles, and then apply them in a situational fashion. To guide project managers in selecting the appropriate responses, Situational Project Management (SitPM) shows how to assess a given project, determine its unique characteristics, and select the appropriate methods to complete the project. With this book, projects managers can use SitPM to develop profiles of their projects on the basis of the projects’ physical characteristics, the project teams’ behavioral characteristics, the enterprise environment, and the market environments receiving project deliverables. These profiles help project managers to determine the appropriate project life cycle approach and leadership style. The book also explores various ways to engage stakeholders on the basis of a project’s SitPM profile. The book’s author, Oliver F. Lehmann, has developed a set of templates to apply SitPM in practice. It can be downloaded from www.oliverlehmann.com/SitPM/Templates.zip. |
| customer success project management: Effective Project Management Paul Roberts, 2011-02-03 Whether organising an important event or heading up a large team, running a project can be a daunting process. Project management is fraught with perils; unfinished and unsuccessful projects are everywhere. In fact, it's more common than not for projects to fail. Effective Project Management reveals what the best project managers know, say and do. By condensing thirty years of hands on project management experience, it will show the reader what to do in simple, smart and practical steps. With essential advice that has been tried and tested in real businesses, it covers all the aspects of how to manage a successful project, including how to manage changing targets, how to plan quality, timescales and budgets, how to identify and manage risks and how to deliver your project. With practical, proven and effective measures to mitigate the risk of project failure, Effective Project Management will boost confidence and encourage the reader to develop an instinct to pursue the best solutions for any project. |
| customer success project 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 project management: Project Management 2.0 Harold Kerzner, 2015-01-27 Get connected and improve outcomes with a more modern approach to project management Project Management 2.0 tackles the new emerging approach and toolset for practicing project management in a virtual world. Author Harold Kerzner is recognized as the thought leader in project management, and in this book, he shows how PM 2.0 offers better outcomes with a focus on new tools, better governance, improved collaboration, and more meaningful reporting using KPIs, metrics, and dashboards. This full color guide explores the impact PM 2.0 changes are having on organizations around the world, and provides a detailed comparison with PM 1.0 to help practitioners adopt new techniques and tools to use within their existing project management approach. At its core, PM 2.0 recognizes that a new generation of workers grew up in a Web 2.0 world of web-based project management tools that allow virtual or distributed teams to work together much more closely than in the past. Advances in technology and information flow have shown that traditional project management techniques are ineffective for many of today's projects. This book offers an alternative with PM 2.0, an updated approach that aligns more closely with the modern workflow. Discover the new project management tools that are changing the workflow Learn how to improve collaboration with stakeholders Explore new ideas and processes for better project governance Achieve more meaningful information reporting with traditional tools Project management is an integral component of successful business operations. With today's technology, teams are no longer limited by distance or time zones – so why are they being managed with approaches that are? This book provides a framework more relevant to the way people work today. For the project manager looking to increase efficiency and improve outcomes, Project Management 2.0 provides the information and tools that can make it happen. |
| customer success project management: Inbound PR Iliyana Stareva, 2018-04-16 The digital era’s new consumer demands a new approach to PR Inbound PR is the handbook that can transform your agency’s business. Today’s customer is fundamentally different, and traditional PR strategies are falling by the wayside. Nobody wants to feel “marketed to;” we want to make our own choices based on our own research and experiences online. When problems arise, we demand answers on social media, directly engaging the company in front of a global audience. We are the most empowered, sophisticated customer base in the history of PR, and PR professionals must draw upon an enormous breadth of skills and techniques to serve their clients’ interests. Unfortunately, those efforts are becoming increasingly ephemeral and difficult to track using traditional metrics. This book merges content and measurement to give today’s PR agencies a new way to build brands, evaluate performance and track ROI. The ability to reach the new consumer, build the relationship, and quantify the ROI of PR services allows you to develop an inbound business and the internal capabilities to meet and exceed the needs of the most demanding client. In this digital age of constant contact and worldwide platforms, it’s the only way to sustainably grow your business and expand your reach while bolstering your effectiveness on any platform. This book shows you what you need to know, and gives you a clear framework for putting numbers to reputation. Build brand awareness without “marketing to” the audience Generate more, higher-quality customer or media leads Close the deal and nurture the customer or media relationship Track the ROI of each stage in the process Content is the name of the game now, and PR agencies must be able to prove their worth or risk being swept under with obsolete methods. Inbound PR provides critical guidance for PR growth in the digital era, complete with a practical framework for stimulating that growth. |
| customer success project management: Project Management Toolkit: The Basics for Project Success Trish Melton, 2011-04-08 This book provides you with the tools required to approach and manage projects. These effective skills will impact positively on the success of both the projects you are involved with and of your organization. Project Management Toolkit introduces the whole project life-cycle. It is the first of four project management titles that separately build skills in critical PM areas and together provide a powerful project management resource. - Focused on the needs of engineering and other technical project managers, this book recognises that most non-routine work completed by an organization is a project - A practical, hands-on guide to aid those tasked with real industry projects – not a lengthy theoretical textbook, it gets to the point and delivers REAL benefits - The book is suitable for both career project managers and those involved with projects intermittently |
| customer success project management: Leadership Principles for Project Success Thomas Juli, 2010-08-25 This book is about project success and the secret to achieving this success, effective project leadership. Filled with samples, templates, and guidelines, it covers the five principles of effective project leadership: building vision, nurturing collaboration, promoting performance, cultivating learning, and ensuring results. Using nontechnical language, this practical guide explains how to integrate these principles into daily work to help you effectively set up, manage, and align your projects for success. |
| customer success project management: The Art of Support Francoise Tourniaire, 2016-02-02 Are you a customer success or support executive curious about adapting industry best practices to your organization? Are you a newly-promoted customer success or support manager with plenty of ideas, but not much management experience? Or are you an executive with no hands-on experience with customer success, but wanting to learn more about how to decrease churn and improve revenue expansion from existing customers? The Art of Support is a practical guide for managers and executives that answers your questions. In it, you will find: - Best practices for customer success and support, from designing customer lifecycle journeys, to managing day-to-day activities, to measuring results. - Nuanced recommendations to build or improve your organization. - Dozens of practical tools you can use right away such as customer scorecards, sample support portfolios, hiring checklists, decision trees for selecting support models, job ladders, and budget templates. |
| customer success project management: Procurement Project Management Success Diana Lindstrom, 2014-01-14 “For the first time, the basic steps and skill set required for successful project management is specifically adapted to the procurement process. Procurement Project Management Success is a practical guide that will help purchasing professionals manage their procurements in a cost-effective, systematic, and timely manner.” —Sherry R. Gordon, President, Value Chain Group LLC Based on the author’s real world experience during the course of her career in supply management, engineering, and as a project management professional, this unique guide demonstrates a practical and proven approach to using project management strategies, tools, and techniques to consistently create successful procurement practices that go beyond mere cost savings. Procurement Project Management Success integrates supply management best practices and processes with those applicable from the field of project management. It explains how to initiate, plan, manage, and complete both simple and complex procurement projects successfully. Through the use of scheduling, communication plans, risk management and other project management processes, these procurements satisfy stakeholders by setting expectations, continuously communicating status, and getting the best value for the dollar. This book shows project managers all the steps and processes used in procurement, and details for procurement professionals how adding and applying a few project management processes and techniques to their skill set can substantially improve both their company’s results and their career opportunities. |
| customer success project management: Project Success Emanuel Camilleri, 2016-04-08 The issue of what defines project success (or failure) is complex and often elusive, and dependent on the perceptions of different stakeholders. In this enlightening book Emanuel Camilleri examines the key factors bearing on perceived success or failure. This book is not just about project management, it goes much deeper into the topic of project success by prescribing a project success framework. In chapters dedicated to factors such as leadership, teams, communication, information management and risk management, the author shines a light on the key behaviours in which project managers and others engage and how those behaviours predict success or failure. Practising project managers, project board members and sponsors, struggling to manage conflicting stakeholder expectations, complexity and ambiguity, will learn which factors are vital to determining successful outcomes. Finally, having highlighted the particular skills, abilities and attributes identified by the research, Dr Camilleri offers a diagnostic model for assessing an organization's preparedness for undertaking and successfully managing major projects. Project Success provides a valuable contribution to the literature on this subject, and its application delivers practical guidance that will be welcomed by project professionals at all levels. |
| customer success project management: Project Management: A Practitioner's Guide Steven M. Bragg, 2016-07-07 |
| customer success project management: PROJECT MANAGEMENT NARAYAN CHANGDER, 2024-03-04 THE PROJECT MANAGEMENT MCQ (MULTIPLE CHOICE QUESTIONS) SERVES AS A VALUABLE RESOURCE FOR INDIVIDUALS AIMING TO DEEPEN THEIR UNDERSTANDING OF VARIOUS COMPETITIVE EXAMS, CLASS TESTS, QUIZ COMPETITIONS, AND SIMILAR ASSESSMENTS. WITH ITS EXTENSIVE COLLECTION OF MCQS, THIS BOOK EMPOWERS YOU TO ASSESS YOUR GRASP OF THE SUBJECT MATTER AND YOUR PROFICIENCY LEVEL. BY ENGAGING WITH THESE MULTIPLE-CHOICE QUESTIONS, YOU CAN IMPROVE YOUR KNOWLEDGE OF THE SUBJECT, IDENTIFY AREAS FOR IMPROVEMENT, AND LAY A SOLID FOUNDATION. DIVE INTO THE PROJECT MANAGEMENT MCQ TO EXPAND YOUR PROJECT MANAGEMENT KNOWLEDGE AND EXCEL IN QUIZ COMPETITIONS, ACADEMIC STUDIES, OR PROFESSIONAL ENDEAVORS. THE ANSWERS TO THE QUESTIONS ARE PROVIDED AT THE END OF EACH PAGE, MAKING IT EASY FOR PARTICIPANTS TO VERIFY THEIR ANSWERS AND PREPARE EFFECTIVELY. |
| customer success project management: #noprojects: A Culture of Continuous Value Evan Leybourn, Shane Hastie, 2018-07-18 Today success comes from building products people love, creating loyal customers and serving the broader stakeholder community. In this thoughtful exploration on the future of work, the authors explore the past, present and future of the project. And why, in today's fast changing & hyper-competitive world, running a temporary endeavour is the wrong approach to building sustainable products and how #noprojects is fundamentally changing the way companies work. The metrics by which we have historically defined success are no longer applicable and we need to re-examine the way value is delivered in the new economy. This book starts from the premise that our goal is to create value, for the customer, for the organisation and for society as a whole and shows how to empower and optimise our teams to achieve this. The authors draw on modern management approaches to provide proven techniques and tools for producing, and sustaining, creative products that go beyond meeting requirements. |
| customer success project management: Customer Experience 3.0 John A. Goodman, 2014-08-12 Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphones, social media, mobile connectivity, and a plethora of other technological innovations changing the way we do almost everything these days, your customers are expecting you to be taking advantage of it all to enhance their customer service experience far beyond the meeting-the-minimum experiences of days past. Unfortunately, many companies are failing to take advantage of and properly manage these service-enhancing tools that now exist, and in return they deliver a series of frustrating, disjointed transactions that end up driving people away and into the pockets of businesses getting it right. Having managed more than 1,000 separate customer service studies, author John A. Goodman has created an innovative customer-experience framework and step-by-step roadmap that shows you how to: Design and deliver flawless services and products while setting honest customer expectations Create and implement an effective customer access strategy Capture and leverage the voice of the customer to set priorities and improve products, services and marketing Use CRM systems, cutting-edge metrics, and other tools to deliver customer satisfaction Companies who get customer service right can regularly provide seamless experiences, seeming to know what customers want even before they know it themselves…while others end up staying generic, take stabs in the dark to try and fix the problem, and end up dropping the ball. Customer Experience 3.0 reveals how to delight customers using all the technological tools at their disposal. |
| customer success project management: The Business Savvy Project Manager Gary R. Heerkens, 2005-12-14 Valuable business skills from a leading project management expert To make the leap from average to superior, you must develop the skills to manage each project like a small business. The Business-Savvy Project Manager thoroughly explains key concepts, principles, and tools for project managers to provide organizations with superior return-oninvestment and top performance. From portfolio management and strategic alignment to calculation of economic metrics and effective use of both financial and nonfinancial criteria in project proposals, it gives you the business savvy for top-level performance and certain career success. |
| customer success project management: Project Management for Mining, 2nd Edition Robin J. Hickson, Terry L. Owen, 2022-02-01 Before You Put the First Shovel in the Ground—This Book Could Be the Difference Between a Successful Mining Operation and a Money Pit Opening a successful new mine is a vastly complex undertaking, entailing several years and millions to billions of dollars. In today’s world, when environmental and labor policies, regulatory compliance, and the impact of the community must be factored in, you cannot afford to make a mistake. The Society for Mining, Metallurgy & Exploration has created this road map for you. Written by two hands-on, in-the-trenches mining project managers with decades of experience bringing some of the world’s most successful, profitable mines into operation on time, within budget, and ethically, Project Management for Mining gives you step-by-step instructions in every process you are likely to encounter. It is in use as course material in universities in Australia, Canada, Colombia, Ghana, Iran, Kazakhstan, Peru, Russia, Saudi Arabia, South Africa, the United Kingdom, as well as the United States. In addition, more than 100 different mining companies have sent employees to attend seminars conducted by authors Robin Hickson and Terry Owen, sessions all based around the material within this book. In the years following the first edition, the authors gratefully received a bevy of excellent suggestions from some 2,000 readers in over 50 countries. This helpful reader feedback, coupled with written evaluations from the more than 400 seminar attendees, has been an unparalleled source of improvement for this new book. This second edition is a significant accomplishment that includes 5 new chapters, substantial updates to the original 34 chapters, and 56 new or updated figures, flowcharts, and checklists that every project manager can use. |
| customer success project management: Project Management - Best Practices Harold Kerzner, International Institute for Learning, 2010-11-04 From senior executives across the globe, insights for successful project management implementation The bestselling first edition of Project Management Best Practices: Achieving Global Excellence set the course for project managers navigating the increasingly challenging task of working within global corporations and with distant and diverse work teams. This new edition carries that tradition to the next step, presenting a new set of firsthand accounts of how corporations around the world incorporate project management into their strategic business operations. In this Second Edition, senior managers of more than fifty global companies—both large (Fortune 500) and small, and in all sectors of the market—share their best practices in project management. These industry leaders offer insight into best practices for: Project risk management Project management for multinational cultures and cultural failures Focusing on value as well as cost and schedule Integrated and virtual project teams With new and updated information on the latest developments in the field, Project Management Best Practices: Achieving Global Excellence, Second Edition offers a must-have window onto the issues—and their real-world solutions—facing corporate managers, project and team managers, engineers, project team members, and business consultants in today's global market. |
| customer success project management: Building a Winning Sales Force Andris A. ZOLTNERS, Prabhakant SINHA, Sally E. LORIMER, 2009-02-11 Sales force effectiveness drives every company's success, but keeping a sales organization at the top of its game is a constant challenge. As experts in the field, Andy Zoltners and Prabha Sinha have helped sales leaders around the world perfect their sales strategy, operations, and execution. Combining strategic insight with pragmatic advice, Building a Winning Sales Force provides current and aspiring sales leaders with innovative yet practical solutions to many of the most common issues faced by today’s sales organizations. The book shows readers how to: assess how good their sales force really is • identify sales force improvement opportunities • implement tools and processes that have immediate impact on sales effectiveness • attract and retain the best salespeople • design incentive compensation plans • set goals • manage sales performance • motivate the sales force With practical advice and case studies of companies that have conquered even the most challenging obstacles, Building a Winning Sales Force will enable every company to drive sales and stay competitive. |
| customer success project management: Shortcuts to Success Elizabeth Harrin, 2013-05-06 This highly accessible book gives advice to project managers who need to get up to speed quickly. It includes hints and tips on managing budget, time, scope and people. This updated edition reflects changes to working practices such as the use of social media and collaboration tools. SHORTLISTED FOR THE 2014 CMI MANAGEMENT BOOK OF THE YEAR. |
| customer success project management: Customer Success Management Michael Kleinaltenkamp, Katharina Prohl-Schwenke, Laura Elgeti, 2023-03-11 End of 2022, nearly 200,000 people indicated holding a position as a customer success manager on LinkedIn. Customer success management (CSM) is thus the fastest growing business function. It was first implemented in selected service businesses, but currently CSM applications are spreading globally across industries. This book provides a clear understanding of CSM for practitioners based on comprehensibly prepared knowledge from practical and scientific resources. The book can be used as a practical guide to learn about CSM process and the roles, necessary capabilities, and expectations toward customer success managers. Furthermore, it also shows how CSM differs from and, at the same time, relates to existing customer-related management concepts such as value-based selling, key account management and customer relationship management. The presented insights are not only relevant for customer success managers, but also for those aiming at such a position in the future. The book is also useful for supplier and customer representatives who are connected with customer success management activities in their daily business. |
| customer success project management: The Complete Project Manager Randall Englund, Randall Englund MBA, BSEE, NPDP, CBM, Alfonso Bucero, Alfonso Bucero CSE, MSc, PMP, 2012-04 The Complete Project Manager: Integrating People, Organizational, and Technical Skills is the practical guide that addresses the “soft” project management skills that are so essential to successful project, program, and portfolio management. Through a storytelling approach, the authors explain the necessary skills—and how to use them—to create an environment that supports project success. They demonstrate both the “why” and the “how” of creatively applying soft project management skills in the areas of leadership, conflict resolution, negotiations, change management, and more. This guide has an accompanying workbook, The Complete Project Manager's Toolkit , sold separately. |
| customer success project management: The Keys to Our Success David Barrett, Derek Vigar, 2013-07-01 Project managers are keen to learn from the best. So we asked the top experts in the field a straightforward question: What is your best piece of advice for success in project management? The result is this book a collection of their best stories, lessons, and takeaways. 25 different industry leaders make compelling cases for why their key will help influence your project success: The seven bullets of highly effective project managers Why leadership must be taken, not given The importance of becoming project business-savvy Ways to generate meaningful client ownership How great project managers make it fun And 20 other differentiators that have helped these industry leaders stand out If you are interested in differentiating yourself and boosting your career, then this book is a fantastic opportunity to connect with trusted mentors, read their honest advice, and leverage these keys to success in your own practice. |
| customer success project management: Project Success and Quality Andrew Wright, Therese Lawlor-Wright, 2018-09-03 Projects are inherently risky, since they involve some level of uncertainty, doing something new in the target environment, but the percentage of projects seen as a success is still disappointingly low, especially for IT projects. The ‘Iron Triangle’ of time/cost/quality suggests that all three aspects are equal, but with quantitative methods for monitoring project performance, the focus is primarily on managing cost and time. This book seeks to redress the balance, explaining the rationale and benefits of focusing more on quality (fitness for purpose and conformance to requirements) before detailing a range of tools and techniques to support rebalancing the management of projects, programmes and portfolios. It shows how managing project quality actively can reduce costs through minimising wastage, and reduce delays through avoiding rework, leading to improved project success rates and customer satisfaction. |
| customer success project management: Ask a Manager Alison Green, 2018-05-01 From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together |
| customer success project management: The Startup's Guide to Customer Success Jennifer Chiang, 2019-02-22 Are you looking to start or grow a customer success team? Customer success is no longer just for companies with large teams and resources. It's a company mindset that can unlock the biggest opportunities in business. Customer success can help streamline experiences, grow product engagement and loyalty, and more importantly - retain business.In The Startup's Guide to Customer Success, Jennifer Chiang presents a guide on how to plan, execute, and grow your own customer success team and the actionable steps that you can take to champion the customer at your company.Learn insights such as: * The four attributes Shreesha Ramdas, CEO and Co-Founder of Strikedeck, says are must-haves when hiring your first customer success team* How Jamey Jeff, Managing Director of Customer Success Solutions at Coastal Cloud, reevaluated QBRs to derive more value for his customers with less work* How Maranda Dziekonski, VP of Customer Success at Pared, manages her time wisely to not only get everything done, but fight fires and plan aheadThis book is for everyone from new customer success leaders, CEOs and VPs who want their company to be more customer-centric, to start-ups who are starting their own customer success teams |
| customer success project management: Mapping Experiences Jim Kalbach, 2016-04-25 Customers who have inconsistent, broken experiences with products and services are understandably frustrated. But it’s worse when people inside these companies can’t pinpoint the problem because they’re too focused on business processes. This practical book shows your company how to use alignment diagrams to turn valuable customer observations into actionable insight. With this unique tool, you can visually map your existing customer experience and envision future solutions. Product and brand managers, marketing specialists, and business owners will learn how experience diagramming can help determine where business goals and customer perspectives intersect. Once you’re armed with this data, you can provide users with real value. Mapping Experiences is divided into three parts: Understand the underlying principles of diagramming, and discover how these diagrams can inform strategy Learn how to create diagrams with the four iterative modes in the mapping process: setting up a mapping initiative, investigating the evidence, visualizing the process, and using diagrams in workshops and experiments See key diagrams in action, including service blueprints, customer journey maps, experience maps, mental models, and spatial maps and ecosystem models |
| customer success project management: Project Management Essentials, Second Edition Kathryn N. Wells, Timothy J. Kloppenborg, 2018-10-22 Project management is a critical skill across a broad range of disciplines. Yet most people, regardless of educational background, have never received training in how to plan, manage, and execute projects. Project Management Essentials, Second Edition, is the go-to book for tried and true project management skills combined with the most current ideas from Agile in a concise, up-to-date, user-friendly format. It follows the project life cycle and provides several ready-to-use templates. Readers can use this book to plan and manage a project from start to finish or as a reference for help with one particular component of project management. Alongside each template is a brief description of what each template is and why it is useful, with an example to illustrate it. |
| customer success project management: Project Management Success with CMMI James Persse, 2007-06-25 Use CMMI to Improve Project Management Efficiency, Effectiveness, and Accountability The Capability Maturity Model Integration (CMMI) Maturity Level 2 offers powerful, end-to-end tools for improvement throughout your organization. In Project Management Success with CMMI®, James Persse demonstrates exactly how to apply CMMI Level 2 to virtually any project, program, or process. User friendly, concise, and easy to follow, this book helps you implement all seven CMMI Level 2 process areas; customize CMMI for your unique projects and organization; and achieve powerful, quantifiable results. The author takes a practical approach to the business and operational needs of project management, carefully linking the realities of business and technical projects with CMMI recommendations. Drawing on his unsurpassed CMMI field experience, Persse presents case studies, anecdotes, and examples—all designed to illuminate what works and what doesn't. Persse introduces the substance and intention of all seven CMMI Level 2 process areas. For each area, he shows how to define goals, implement best practices, understand issues of sizing and scope, and avoid pitfalls and misinterpretations. He is also the first to explain how CMMI can integrate with the tools and skills of the Project Management Institute's Project Management Body of Knowledge, improving the effectiveness of both. Coverage includes Understanding project management as value management Planning projects and structuring expectations Monitoring and controlling projects Managing requirements, configurations, and supplier agreements Implementing effective measurement and analysis Assuring process and product quality Project Management Success with CMMI® is an invaluable resource for anyone responsible for managing projects, programs, or processes—including those who are new to CMMI and project management. The book's companion Web site (www.prenhallprofessional.com/title/0132333058) contains an extensive library of downloadable CMMI project management resources corresponding to each of the seven CMMI process areas. |
| customer success project management: Customer Success Nick Mehta, Dan Steinman, Lincoln Murphy, 2016-02-11 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 project 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. |
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 …
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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 …
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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 …
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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 …
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 …
Windows 10 business 和 consumer 中的专业版有什么不 …
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 …
想问一下大家web of science文献检索点不动 只能用作者检索 …
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 …
