Download or read book Customer Escalation Management Handbook written by Marci Reynolds and published by Independently Published. This book was released on 2019-03-28 with total page 68 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer escalations are on the mind of many support leaders today. They can take up a significant amount of time, negatively impact business results and can have a morale impact on employees. Escalations are stressful.This handbook will help you learn: Escalation process best practices; How to prevent escalations; How and when call center agents should transfer an escalation call; Approaches to understand why customers escalate; How to train and empower your team members; Key phrases and scripting for effectively handling escalation conversations; Why escalations can be a good thing; How to keep your boss and the C Levels happy; The importance of follow up.Prevent and manage complaints and customer escalations. Achieve the best outcomes for customers, employees and your business.

Download or read book The Complete Project Management Office Handbook written by Gerard M. Hill and published by CRC Press. This book was released on 2007-08-22 with total page 750 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Complete Project Management Office Handbook, Second Edition identifies the PMO as the essential business integrator of the people, processes, and tools that manage or influence project performance. This book details how the PMO applies professional project management practices and successfully integrates business interests with project g

Download or read book The Customer Success Professional s Handbook written by Ashvin Vaidyanathan and published by John Wiley & Sons. This book was released on 2020-01-15 with total page 297 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Information Security Management Handbook written by Harold F. Tipton and published by CRC Press. This book was released on 2007-05-14 with total page 3280 pages. Available in PDF, EPUB and Kindle. Book excerpt: Considered the gold-standard reference on information security, the Information Security Management Handbook provides an authoritative compilation of the fundamental knowledge, skills, techniques, and tools required of today's IT security professional. Now in its sixth edition, this 3200 page, 4 volume stand-alone reference is organized under the C

Download or read book Information Security Management Handbook Volume 2 written by Harold F. Tipton and published by CRC Press. This book was released on 2004-12-28 with total page 602 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since 1993, the Information Security Management Handbook has served not only as an everyday reference for information security practitioners but also as an important document for conducting the intense review necessary to prepare for the Certified Information System Security Professional (CISSP) examination. Now completely revised and updated and i

Download or read book The CRM Handbook written by Jill Dyché and published by Addison-Wesley Professional. This book was released on 2002 with total page 338 pages. Available in PDF, EPUB and Kindle. Book excerpt: CRM is an integrated information system that is used to plan, schedule and control the pre-sales and post-sales activities in an organization. This text is a manager's guide to making the most of CRM techniques for enhancing customer service, sales force effectiveness and marketing strategy.

Download or read book The Social Media Management Handbook written by Robert Wollan and published by John Wiley & Sons. This book was released on 2011-01-04 with total page 352 pages. Available in PDF, EPUB and Kindle. Book excerpt: How do organizations manage social media effectively? Every organization wants to implement social media, but it is difficult to create processes and mange employees to make this happen. Most social media books focus on strategies for communicating with customers, but they fail to address the internal process that takes place within a business before those strategies can be implemented. This book is geared toward helping you manage every step of the process required to use social media for business. The Social Media Management Handbook provides a complete toolbox for defining and practicing a coherent social media strategy. It is a comprehensive resource for bringing together such disparate areas as IT, customer service, sales, communications, and more to meet social media goals. Wollan and Smith and their Accenture team explain policies, procedures, roles and responsibilities, metrics, strategies, incentives, and legal issues that may arise. You will learn how to: Empower employees and teams to utilize social media effectively throughout the organization Measure the ROI of social media investments and ensure appropriate business value is achieved over time Make smarter decisions, make them more quickly, and make them stick Get the most out of your social media investment and fully leverage its benefits at your company with The Social Media Management Handbook.

Download or read book The Handbook of Project Management written by Trevor L Young and published by Kogan Page Publishers. This book was released on 2007-07-03 with total page 304 pages. Available in PDF, EPUB and Kindle. Book excerpt: Project management skills are hugely desirable for managers at all levels within an organizations, and special skills are required to produce the right results. The Handbook of Project Management is written specifically to help project managers improve their performance using tried and tested techniques. Written by an experienced practitioner, it will be particularly useful if you are: looking to develop project management skills; starting a new project; wishing to acquire new skills; or training others in project management skills. Online resources include checklists, score cards and guide notes for optimizing your project management. Packed with concepts and processes, and tools, this comprehensive handbook will assist anyone responsible for converting strategy into reality.

Download or read book The Strategic Alliance Handbook written by Mike Nevin and published by CRC Press. This book was released on 2016-03-03 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: Strategic alliances offer organisations an alternative to organic growth or acquisition when faced with the need to develop the business to a new level, innovate in terms of products or services or significantly reduce costs. The Strategic Alliance Handbook is a clear and complete guide to the nuts and bolts of the process behind successful collaborations. The book enables readers to understand the commercial, technical, strategic, cultural and operational logic behind any alliance and to establish an approach that is appropriate for the type of alliance they are seeking and the partner organisation(s) with whom they are working. Whether you are an alliance executive, responsible for the systems, strategy and performance of your organisation's alliancing programme or an alliance manager needing to ensure the success of a given partnership, The Strategic Alliance Handbook is an essential guide.

Download or read book The Art of Support written by Francoise Tourniaire and published by Lulu.com. This book was released on 2016-02-02 with total page 389 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.

Download or read book Salesforce CRM Administration Handbook written by Krzysztof Nowacki and published by Packt Publishing Ltd. This book was released on 2024-04-30 with total page 328 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master the core concepts of Salesforce administration and gain a holistic understanding of the SF ecosystem that will also help you prepare for the Salesforce certification exam Key Features Understand Salesforce architecture and security model Integrate Flow Builder with other Salesforce components for seamless automation Understand how to create and manage approval workflows in Salesforce Purchase of the print or Kindle book includes a free PDF eBook Book DescriptionDo you aspire to be a successful Salesforce administrator or consultant? If yes, then this step-by-step guide is for you. Written by certified Salesforce professionals, the Salesforce CRM Administration Handbook will take you through the intricacies of Salesforce, covering objects, records, automation, and much more while also prepping you for the Salesforce certification exam. Starting with an overview of the capabilities and limitations of Salesforce, you’ll progress toward a holistic understanding of system architecture with real-world examples, including workarounds that enable the successful completion of projects. As you delve deeper, you’ll learn about the fundamental concepts of a CRM system, its purpose, and the pivotal role of an administrator in the Salesforce lifecycle. You’ll also explore the basic structures of the entire Salesforce system and navigate confidently through the intricacies of security, automation, and reporting in the Sales/Service Cloud. By the end of this book, you’ll have the confidence you need to navigate Salesforce’s backend seamlessly, implement configuration changes effortlessly, and communicate fluently in Salesforce terminology.What you will learn Discover strategies to stay up-to-date with Salesforce releases Integrate Salesforce products seamlessly to meet diverse business needs Explore Sales and Service Cloud and its transformative impact on sales and customer support operations Master opportunity management for successful deal closures and pipeline forecasting Understand Salesforce Orgs, managing users, settings, and customization Explore data import and export methods and data mapping Discover best practices, mock tests, and valuable tips and tricks to prepare for Salesforce certification Who this book is for This book is for aspiring Salesforce administrators and consultants looking to build a solid foundation in Salesforce products, system setup, and customization as well as advance their careers within the Salesforce ecosystem. It’s also a great resource for those preparing to take the Salesforce ADM 201 certification exam, as it serves as an excellent supplement to the existing learning materials.

Download or read book Information Security Management Handbook Volume 3 written by Harold F. Tipton and published by CRC Press. This book was released on 2006-01-13 with total page 711 pages. Available in PDF, EPUB and Kindle. Book excerpt: Since 1993, the Information Security Management Handbook has served not only as an everyday reference for information security practitioners but also as an important document for conducting the intense review necessary to prepare for the Certified Information System Security Professional (CISSP) examination. Now completely revised and updated and i

Download or read book The Essential Manager s Handbook written by DK and published by Penguin. This book was released on 2016-11-01 with total page 466 pages. Available in PDF, EPUB and Kindle. Book excerpt: Are you looking to take the next step in your career? Can you manage yourself with ease, but need more confidence when managing others? Achieving excellence as a manager requires a broad skillset, and The Essential Manager's Handbook provides easy-to-follow and engaging advice on the 6 key areas. Nurture your confidence with managing people, leadership, achieving high performance, effective communication, presenting, and negotiating. With key quotes, bright visuals, and breakdowns by subject, this book is accessible and easy-to-use. Interactive tips and checklists will encourage you to note down your thoughts, examining past and present workplace experiences that you can learn from. Expert insights from management professionals and step-by-step instructions will help you understand how to deal with challenges and gain valuable management skills for life. This accessible and clear guide is packed with practical, no-nonsense information covering everything you need to know about acquiring and developing management skills. Pick up The Essential Manager's Handbook for quick reference when you're in need of guidance or work through each section at your own pace to become the best manager you can be. Series Overview: DK's Essential Managers series contains the know-how you need to be a more effective manager and hone your management style, covering a range of essential topics, from managing, coaching, and mentoring teams and individuals to time management, communication, leadership, and strategic thinking. Each guide is clearly presented for ease of reference, with visual pointers, tips, and infographics.

Download or read book The China Management Handbook written by F. Sieren and published by Springer. This book was released on 2016-01-08 with total page 432 pages. Available in PDF, EPUB and Kindle. Book excerpt: With China's accession to the WTO in Spring 2002 it is essential that Western investors and business people get an effective 'tool kit' which enables them to succeed in the highly competitive Chinese market and to deal with the issues and changes that the WTO will bring. As a guide for western investors this book gives the answer to the 100 most crucial questions on operating or restructuring business in China. The question and answer format allows the reader to rapidly select information for a specific situation.

Download or read book Information Security Management Handbook on CD ROM 2006 Edition written by Micki Krause and published by CRC Press. This book was released on 2006-04-06 with total page 4346 pages. Available in PDF, EPUB and Kindle. Book excerpt: The need for information security management has never been greater. With constantly changing technology, external intrusions, and internal thefts of data, information security officers face threats at every turn. The Information Security Management Handbook on CD-ROM, 2006 Edition is now available. Containing the complete contents of the Information Security Management Handbook, this is a resource that is portable, linked and searchable by keyword. In addition to an electronic version of the most comprehensive resource for information security management, this CD-ROM contains an extra volume's worth of information that is not found anywhere else, including chapters from other security and networking books that have never appeared in the print editions. Exportable text and hard copies are available at the click of a mouse. The Handbook's numerous authors present the ten domains of the Information Security Common Body of Knowledge (CBK) ®. The CD-ROM serves as an everyday reference for information security practitioners and an important tool for any one preparing for the Certified Information System Security Professional (CISSP) ® examination. New content to this Edition: Sensitive/Critical Data Access Controls Role-Based Access Control Smartcards A Guide to Evaluating Tokens Identity Management-Benefits and Challenges An Examination of Firewall Architectures The Five "W's" and Designing a Secure Identity Based Self-Defending Network Maintaining Network Security-Availability via Intelligent Agents PBX Firewalls: Closing the Back Door Voice over WLAN Spam Wars: How to Deal with Junk E-Mail Auditing the Telephony System: Defenses against Communications Security Breaches and Toll Fraud The "Controls" Matrix Information Security Governance

Download or read book Credit Management Handbook written by Burt Edwards and published by Gower Publishing, Ltd.. This book was released on 2004 with total page 586 pages. Available in PDF, EPUB and Kindle. Book excerpt: This handbook provides a comprehensive, down-to-earth guide to every aspect of managing credit. It guides sellers carefully through the Consumer Credit Act and related operating methods.

Download or read book The Risk Management Handbook written by David Hillson and published by Kogan Page Publishers. This book was released on 2023-08-03 with total page 417 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Risk Management Handbook offers readers knowledge of current best practice and cutting-edge insights into new developments within risk management. Risk management is dynamic, with new risks continually being identified and risk techniques being adapted to new challenges. Drawing together leading voices from the major risk management application areas, such as political, supply chain, cybersecurity, ESG and climate change risk, this edited collection showcases best practice in each discipline and provides a comprehensive survey of the field as a whole. This second edition has been updated throughout to reflect the latest developments in the industry. It incorporates content on updated and new standards such as ISO 31000, MOR and ISO 14000. It also offers brand new chapters on ESG risk management, legal risk management, cyber risk management, climate change risk management and financial risk management. Whether you are a risk professional wanting to stay abreast of your field, a student seeking a broad and up-to-date introduction to risk, or a business leader wanting to get to grips with the risks that face your business, this book will provide expert guidance.