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.

Get your bottom-line results where you want them by putting your marketing campaigns and initiatives to powerful new use Marketing is all about understanding and serving your customers’ needs—but how do you know that your events, campaigns, and communication initiatives are working at top effectiveness? And how can you determine whether your marketing investments are reaping real rewards? ROI (Return on Investment) is a performance measure used to evaluate the efficiency of all types of investments, and in this powerful guide, the team at the ROI Institute offer you a proven method for understanding your own marketing benchmarks as never before. Drawing on real data collected from real cases of real companies in a variety of industries, ROI in Marketing uses a data-driven process to help you measure: Input, including types of projects, audience reach, number of customers, costs, and more Reactions of target groups to products, services, and messages Actions, including how to process and monetize what the target group thinks, believes, and knows Business impact of actions taken by the target group and their influence on sales, new accounts, and profits ROI, monetary benefits of marketing programs compared to costs Intangibles, such as image, reputation, corporate social responsibility, and more Packed with actionable, results-driven processes, ROI in Marketing offers a powerful blueprint for transforming how you interact with your customers to get clear bottom-line results.

"When you've found your life's purpose, work becomes meaningful to you. If you want to discover and live your purpose, read Nicholas Pearce's book. Not only will it inspire you to become who you were born to be, it also will show you how." - Ken Blanchard, New York Times bestselling coauthor of The One Minute Manager® How to build a meaningful career with a moral center and a purpose in the world. Some of the world's most successful companies—Google, Disney, Starbucks—are not simply profit-driven, but purpose-driven. They identify the purpose behind why they do what they do, and let their "why" drive what they do every day. Nicholas Pearce argues that we all should do the same: discover our "why" and commit to the journey of aligning our daily work with our life's work. The Purpose Path is for people in any field who long to have more than just a job or a career, but a true vocation that allows them to connect their soul with their role. The Purpose Path is organized around five key questions: What is success? Who am I? Why am I here? Am I running the right race? Am I running the race well? Nicholas Pearce sits at the unconventional intersection of academia, business, and faith. With examples and advice, he shows how he and other people in a variety of fields and at different life stages have asked and answered these five questions in order to start, shape, or even radically change their careers. Inspiring, thought-provoking, and practical, The Purpose Path is an essential book for anyone who seeks the clarity and courage to advance their authentic life's work every day.

Vol. 115 includes Diamond jubilee issue, 1867-1927.

Common topics and commonplaces help develop arguments and shape understanding. When used in argumentation, they may help interested parties more effectively communicate valuable information. The purpose of this edited collection on topics of environmental rhetoric is to fill gaps in scholarship related to specific, targeted, topical communication tactics. The chapters in this collection address four overarching areas of common topics in technical communication and environmental rhetoric: framing, place, risk and uncertainty, and sustainability. In addressing these issues, this collection offers insights for students and scholars of rhetoric, as well as for environmental communication practitioners looking for a more nuanced understanding of how topic-driven rhetoric shapes attitudes, beliefs, and decision-making.

In recent years, international trade in toxic waste and hazardous technologies by firms in rich industrialized countries has emerged as a routine practice. Many poor countries have accepted these deadly imports but are ill equipped to manage the materials safely. For more than a decade, environmentalists and the governments of developing countries have lobbied intensively and generated public outcry in an attempt to halt hazardous transfers from Northern industrialized nations to the Third World, but the practice continues.In her insightful and important book, Jennifer Clapp addresses this alarming problem. Clapp describes the responses of those engaged in hazard transfer to international regulations, and in particular to the 1989 adoption of the Basel Convention. She pinpoints a key weakness of the regulations—because hazard transfer is dynamic, efforts to stop one form of toxic export prompt new forms to emerge. For instance, laws intended to ban the disposal of toxic wastes in the Third World led corporations to ship these byproducts to poor countries for "recycling." And, Clapp warns, current efforts to prohibit this "recycling movement" may accelerate a new business endeavor: the relocation to poor countries of entire industries that generate toxic wastes.Clapp concludes that the dynamic nature of hazard transfer results from increasingly fluid global trade and investment relations in the context of a highly unequal world, and from the leading role played by multinational corporations and environmental NGOs. Governments, she maintains, have for too long failed to capture the initiative and have instead only reacted to these opposing forces.