John Wiley & Sons Limited
Все книги издательства John Wiley & Sons LimitedCustomer Success. How Innovative Companies Are Reducing Churn and Growing Recurring Revenue
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.
Committed Teams. Three Steps to Inspiring Passion and Performance
Build high-performing teams with an evidence-based framework that delivers results Committed is a practical handbook for building great teams. Based on research from Wharton’s Executive Development Program (EDP), this concise guide identifies the common challenges that arise when people work together as a group and provides key guidance on breaking through the barriers to peak performance. Committed draws its insights from the EDP’s living lab: an intensive two-week simulation during which executive-level participants run complex global businesses. The authors have observed over 100 teams collaborating and competing for over 100 combined years in this intense environment. It has yielded fundamental insights about teamwork: what usually goes wrong, what frequently goes right, and the methods and techniques that will help you access your team’s full potential. These insights have been distilled into a simple, repeatable process that you can start applying today. Getting teams engaged and aligned is hard. Committed will give you the tools you need to deal with all of the familiar teamwork challenges that get in the way: organizational politics, delegation, coordination, and aligning skills and motivation. Using vivid stories and examples from the worlds of business, sports, and non-profits, it will teach you how to: Understand the dynamics of successful teams Achieve peak performance using a research-backed methodology Gain expert insight into why most teams underperform Learn the critical points common to all great teams Committed gives you the perspective you need to combine the right people with the right way of collaborating to achieve extraordinary results.
Trend-Driven Innovation. Beat Accelerating Customer Expectations
Trend-Driven Innovation Beat accelerating customer expectations. Every business leader, entrepreneur, innovator, and marketer wants to know where customers are headed. The problem? The received wisdom on how to find out is wrong. In this startling new book, the team at TrendWatching share a powerful, counter-intuitive truth: to discover what people want next, stop looking at customers and start looking at businesses. That means learning how to draw powerful insights from the way leading brands and disruptive startups—from Apple to Uber, Chipotle to Patagonia—redefine customer expectations. Sharing the secrets that have led thousands of the world's most successful brands and agencies to rely on TrendWatching for over a decade, Trend-Driven Innovation is the book that will reconfigure your view of the business world forever. You'll learn: How to spot emerging trends using three crucial building blocks, and how to recognize the expectation gaps that herald opportunity. Why most professionals focus on precisely the wrong trends and innovations, and how to avoid this. How to turn trends and insights into innovations that customers will love. Amid the endless change that defines today's business environment, opportunity is everywhere. Highly practical, and featuring real-world examples from around the world, Trend-Driven Innovation is the actionable, battle-tested manual that will enable you harness those opportunities time after time. Setting you up to build an organization that matters, products customers love, and campaigns people can't stop talking about.
Lead the Work. Navigating a World Beyond Employment
A detailed look at the evolution of employment and its far-reaching implications Lead the Work takes an incisive look at the evolving nature of work, and how it's affecting management and productivity at the organizational level. Where getting things done once meant assigning it to an employee, today's leaders are increasingly at risk if they fail to recognize that talent can float into and out of an organization. Long-term employment has given way to medium- or short-term employment, marking the first step in severing the bond that once fixed an individual inside an organization. Getting work done by means other than an employee was once considered a fringe event, but now leading organizations are accepting and taking advantage of the notion that talent has shown itself to be mutable. This book explores this phenomenon in detail and provides a new roadmap to help managers navigate this new environment. The workplace has undergone many changes over the years, but the emerging trend away from traditional employment represents a massive shift that has profound implications for the business model of every organization, large or small. This book describes how management is changing, and how managers must adapt to survive. Examine the dispersed organization and the changing nature of employment Learn how work is becoming impermanent and individualized Find new strategies for managing and leading Get up to speed on the decision science for the new era Workplaces evolve like biological beings; only the strong survive, and it's the competitive edge that ensures continued success. Lead the Work describes the new landscape, and shows you how to adapt and thrive.
Transformational Literacy. Making the Common Core Shift with Work That Matters
Engage, challenge, and inspire students with work that matters Transformational Literacy, written by a team from EL Education, helps teachers leverage the Common Core instructional shifts—building knowledge through content-rich nonfiction, reading for and writing with evidence, and regular practice with complex text—to engage students in work that matters. Worthy texts and worthy tasks help students see the connection between their hard work as readers and writers and their capacity to contribute to stronger communities and a better world. The stories, examples, and resources that permeate Transformational Literacy come primarily from the more than 150 EL Education schools around the country that support teachers to select, supplement, customize, and create curriculum, and improve instruction. The book also draws on EL Education's open source Common Core English Language Arts curriculum—often cited as one of the finest in the country—and professional development offered to thousands of teachers to implement that curriculum effectively. Transformational Literacy combines the best of what EL Education knows works for kids—purposeful, inquiry-based learning—and the new imperative of the Common Core—higher and deeper expectations for all students. Teach standards through a compelling and purposeful curriculum that prioritizes worthy texts and worthy task Improve students' evidence-based reading, thinking, talking, and writing Support students to develop a new mindset toward the challenge of reading complex texts Transformational Literacy introduces an approach to literacy instruction that will engage, challenge, and inspire student with work that matters.
Phishing Dark Waters. The Offensive and Defensive Sides of Malicious Emails
An essential anti-phishing desk reference for anyone with an email address Phishing Dark Waters addresses the growing and continuing scourge of phishing emails, and provides actionable defensive techniques and tools to help you steer clear of malicious emails. Phishing is analyzed from the viewpoint of human decision-making and the impact of deliberate influence and manipulation on the recipient. With expert guidance, this book provides insight into the financial, corporate espionage, nation state, and identity theft goals of the attackers, and teaches you how to spot a spoofed e-mail or cloned website. Included are detailed examples of high profile breaches at Target, RSA, Coca Cola, and the AP, as well as an examination of sample scams including the Nigerian 419, financial themes, and post high-profile event attacks. Learn how to protect yourself and your organization using anti-phishing tools, and how to create your own phish to use as part of a security awareness program. Phishing is a social engineering technique through email that deceives users into taking an action that is not in their best interest, but usually with the goal of disclosing information or installing malware on the victim's computer. Phishing Dark Waters explains the phishing process and techniques, and the defenses available to keep scammers at bay. Learn what a phish is, and the deceptive ways they've been used Understand decision-making, and the sneaky ways phishers reel you in Recognize different types of phish, and know what to do when you catch one Use phishing as part of your security awareness program for heightened protection Attempts to deal with the growing number of phishing incidents include legislation, user training, public awareness, and technical security, but phishing still exploits the natural way humans respond to certain situations. Phishing Dark Waters is an indispensible guide to recognizing and blocking the phish, keeping you, your organization, and your finances safe.
Uplifting Leadership. How Organizations, Teams, and Communities Raise Performance
What does it take to do more with less? How can you do better than before, or better than others? How do you turn losses into wins, or near-bankruptcy into strong profitability, or abject failure into stellar success? The power of uplift enables any organization to do more with less, beat the competition, and perform better than ever. Leaders who uplift their employees' passions, intellects, and commitments produce remarkable results. Based on original research from a seven-year global study, Uplifting Leadership reveals how leaders from diverse organizations inspired and uplifted their teams' performance. Distilling the six common characteristics of leaders at high-performing organizations across business, sports, and education, authors Andy Hargreaves, Alan Boyle, and Alma Harris explore the nature of uplift, its impact on performance, and the ways to achieve it within and beyond an organization's walls, revealing how leaders: Identify and articulate an inspiring dream that is coherently connected to the best of what the organization has been before Pursue that dream at a sustainable pace without squandering resources, incurring excessive debt, or burning people out Forge paths of innovation and improvement that others have overlooked or rejected Monitor progress by using metrics and indicators in a mindful and meaningful way Build teams that naturally pull people into change rather than pushing them through it Featuring case studies of organizations as diverse as Shoebuy.com, Fiat, Dogfish Head Craft Brewery, Marks & Spencer, Cricket Australia, Burnley Football Club, and the Vancouver Giants, as well as world-leading educational systems, Uplifting Leadership provides tools for leaders to incorporate these performance-driving strategies into their own. For leaders who want their people to try harder, transform what they do, reach for a higher purpose, and stay resolute and resilient when opposing forces threaten to defeat them, Uplifting Leadership provides a path to better performance across any organization.
Insight Selling. Surprising Research on What Sales Winners Do Differently
What do winners of major sales do differently than the sellers who almost won, but ultimately came in second place? Mike Schultz and John Doerr, bestselling authors and world-renowned sales experts, set out to find the answer. They studied more than 700 business-to-business purchases made by buyers who represented a total of $3.1 billion in annual purchasing power. When they compared the winners to the second-place finishers, they found surprising results. Not only do sales winners sell differently, they sell radically differently, than the second-place finishers. In recent years, buyers have increasingly seen products and services as replaceable. You might think this would mean that the sale goes to the lowest bidder. Not true! A new breed of seller—the insight seller—is winning the sale with strong prices and margins even in the face of increasing competition and commoditization. In Insight Selling, Schultz and Doerr share the surprising results of their research on what sales winners do differently, and outline exactly what you need to do to transform yourself and your team into insight sellers. They introduce a simple three-level model based on what buyers say tip the scales in favor of the winners: Level 1 «Connect.» Winners connect the dots between customer needs and company solutions, while also connecting with buyers as people. Level 2 «Convince.» Winners convince buyers that they can achieve maximum return, that the risks are acceptable, and that the seller is the best choice among all options. Level 3 «Collaborate.» Winners collaborate with buyers by bringing new ideas to the table, delivering new ideas and insights, and working with buyers as a team. They also found that much of the popular and current advice given to sellers can damage sales results. Insight Selling is both a strategic and tactical guide that will separate the good advice from the bad, and teach you how to put the three levels of selling to work to inspire buyers, influence their agendas, and maximize value. If you want to find yourself and your team in the winner's circle more often, this book is a must-read.
Procurement 20/20. Supply Entrepreneurship in a Changing World
How to achieve procurement excellence today and evolve to be ready for tomorrow Procurement entrepreneurship pays. High-performing procurement teams can deliver huge value to their companies—regardless of industry. The best companies are advancing talent-management strategies into the heart of their procurement organizations with huge success. In addition to an estimated $84 billion in yearly cost savings, companies who give procurement leaders prominence deliver superior returns from their operations as well as lower their costs of goods sold. This book, written by a group of purchasing and supply management practice experts, shares the hard-earned insights of more than ten years of dedicated procurement research conducted with leading academic institutions and practical experience with marquee clients in the field of procurement. It is also a natural successor to the many articles McKinsey & Company has published on the topic. This reliable resource skillfully explains and codifies the best practices that leading companies have pioneered in procurement as well as frames how procurement must evolve to grapple with new global, social, and economic issues affecting business over the next decade. Details the four key dimensions of procurement excellence Showcases the five megatrends that will change the way business is done in the next decade Provides strategies that business leaders can adopt in the face of these megatrends, together with practical advice about next steps and case examples The road ahead will require you to redefine your vision for procurement and implement the required changes. Procurement 20/20 will show you how.
Robust Equity Portfolio Management. Formulations, Implementations, and Properties using MATLAB
A comprehensive portfolio optimization guide, with provided MATLAB code Robust Equity Portfolio Management + Website offers the most comprehensive coverage available in this burgeoning field. Beginning with the fundamentals before moving into advanced techniques, this book provides useful coverage for both beginners and advanced readers. MATLAB code is provided to allow readers of all levels to begin implementing robust models immediately, with detailed explanations and applications in the equity market included to help you grasp the real-world use of each technique. The discussion includes the most up-to-date thinking and cutting-edge methods, including a much-needed alternative to the traditional Markowitz mean-variance model. Unparalleled in depth and breadth, this book is an invaluable reference for all risk managers, portfolio managers, and analysts. Portfolio construction models originating from the standard Markowitz mean-variance model have a high input sensitivity that threatens optimization, spawning a flurry of research into new analytic techniques. This book covers the latest developments along with the basics, to give you a truly comprehensive understanding backed by a robust, practical skill set. Get up to speed on the latest developments in portfolio optimization Implement robust models using provided MATLAB code Learn advanced optimization methods with equity portfolio applications Understand the formulations, performances, and properties of robust portfolios The Markowitz mean-variance model remains the standard framework for portfolio optimization, but the interest in—and need for—an alternative is rapidly increasing. Resolving the sensitivity issue and dramatically reducing portfolio risk is a major focus of today's portfolio manager. Robust Equity Portfolio Management + Website provides a viable alternative framework, and the hard skills to implement any optimization method.