Practical Zendesk Administration

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Practical Zendesk Administration

Author : Stafford Vaughan
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491900776
Total Pages : 285 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis Practical Zendesk Administration by : Stafford Vaughan

Download or read book Practical Zendesk Administration written by Stafford Vaughan and published by "O'Reilly Media, Inc.". This book was released on 2014-05-15 with total page 285 pages. Available in PDF, EPUB and Kindle. Book excerpt: Implementing the Zendesk customer service software as part of your company’s operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your company’s needs and processes. Written by written by two experienced Zendesk product trainers, this book is distilled from years of working in the trenches, launching customer implementations, and answering thousands of questions from participants throughout the world. With it, you’ll be able to determine the best way to put Zendesk’s vast potential to work for your company. Apply custom branding to your user-facing support portal Mitigate risk by implementing various Zendesk security features Manage profiles and permissions for users, agents, and administrators Create tickets from email, voice, chat, feedback tabs, and social media Capture and classify help requests through standard and custom fields Use techniques to build an efficient agent support process Automate your business rules in Zendesk to streamline your workflow Provide your customers with self-service support

Practical Zendesk Administration

Author : Stafford Vaughan
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1449343600
Total Pages : 188 pages
Book Rating : 4.4/5 (493 download)

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Book Synopsis Practical Zendesk Administration by : Stafford Vaughan

Download or read book Practical Zendesk Administration written by Stafford Vaughan and published by "O'Reilly Media, Inc.". This book was released on 2012-10-12 with total page 188 pages. Available in PDF, EPUB and Kindle. Book excerpt: Implementing Zendesk as part of your company’s operations can be a time-consuming process. In this hands-on guide, author Stafford Vaughan provides the most comprehensive set of best practices for setting up and using Zendesk, distilled from years of training companies how to launch this popular customer service software. You’ll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how you can configure it to match your company’s needs and processes. Through several real-world examples, you’ll also discover how other companies use the product, so you can determine how best to put Zendesk’s potential into practice for your business. Customize your Zendesk customer service tool with your brand Create tickets using email, voice, chat, feedback tabs, and social media Implement security measures, including ways to safely login from social media sites Generate profiles and permissions for your Zendesk customers, agents, and administrators Understand the data capture lifecycle, and control the fields your customers are required to fill out Apply techniques for making your agent process more efficient Modify Zendesk to reflect your existing customer service process Use forums to provide self-service support for your customers

Practical Zendesk Administration

Author : Stafford Vaughan
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491900784
Total Pages : 195 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis Practical Zendesk Administration by : Stafford Vaughan

Download or read book Practical Zendesk Administration written by Stafford Vaughan and published by "O'Reilly Media, Inc.". This book was released on 2014 with total page 195 pages. Available in PDF, EPUB and Kindle. Book excerpt: Annotation Implementing the Zendesk customer service software as part of your companys operations can be time-consuming, but with the best practices and advice in this hands-on guide, you can shorten the procedure considerably. Youll learn the purpose, benefits, and pitfalls of each Zendesk feature, with examples of how to configure it to match your companys needs and processes. Written by written by two experienced Zendesk product trainers, this book is distilled from years of working in the trenches, launching customer implementations, and answering thousands of questions from participants throughout the world. With it, youll be able to determine the best way to put Zendesks vast potential to work for your company. Apply custom branding to your user-facing support portalMitigate risk by implementing various Zendesk security featuresManage profiles and permissions for users, agents, and administratorsCreate tickets from email, voice, chat, feedback tabs, and social mediaCapture and classify help requests through standard and custom fieldsUse techniques to build an efficient agent support processAutomate your business rules in Zendesk to streamline your workflowProvide your customers with self-service support.

Practical Zendesk Administration

Author : Stafford Vaughan
Publisher :
ISBN 13 : 9781449343637
Total Pages : pages
Book Rating : 4.3/5 (436 download)

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Book Synopsis Practical Zendesk Administration by : Stafford Vaughan

Download or read book Practical Zendesk Administration written by Stafford Vaughan and published by . This book was released on 2012 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Mastering Zendesk

Author : Cedric F. Jacob
Publisher : Packt Publishing Ltd
ISBN 13 : 1786462567
Total Pages : 405 pages
Book Rating : 4.7/5 (864 download)

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Book Synopsis Mastering Zendesk by : Cedric F. Jacob

Download or read book Mastering Zendesk written by Cedric F. Jacob and published by Packt Publishing Ltd. This book was released on 2017-01-13 with total page 405 pages. Available in PDF, EPUB and Kindle. Book excerpt: Master the art of providing effective IT services to your customers by leveraging Zendesk About This Book Deep dive into the functionalities of Zendesk and improve your organization's customer services Learn how to expand the capabilities of Zendesk by integrating and extending it with third-party tools A master level guide that manages tickets, channels, and workflows along with advanced security features Who This Book Is For This book is for proficient Zendesk administrators who want to unlock the full potential of their Zendesk environment by gaining a deeper understanding of Zendesk's advanced customization options. What You Will Learn Customize ticket channels such as Email, Twitter, Facebook, and Web-Widget Add business rules to create a more effective and automated Zendesk environment Use Zendesk apps to add more functionality to the Zendesk setup Extend Zendesk with JIRA and Salesforce Create custom metrics within GoodData in order to set up customized and automated reports Learn how to secure and troubleshoot Zendesk In Detail Zendesk is a cloud-based customer service solution that is widely used because it is easy, efficienct, flexible, and low cost. It is highly scalable and is great for organizations of all sizes. If you're a Zendesk administrator and are looking to explore advanced-level concepts, then this book is for you. It covers the core functionalities such as managing users, groups, and the organization, and creating and adding custom fields. You will learn how to add customized ticket channels to your account. Then, you will focus on customizing business rules and extending Zendesk with JIRA and Salesforce. Towards the end, the book emphasizes security and troubleshooting aspects as well as providing tips and tricks to create a more efficient support environment. By the end of this book, you will be able to turn a basic Zendesk setup into a highly customized working environment. Style and approach This advanced guide provides easy to understand examples to ensure you gain expertise with Zendesk.

Zendesk QuickStart Guide

Author : Crystal Taggart
Publisher : CreateSpace
ISBN 13 : 9781497411142
Total Pages : 48 pages
Book Rating : 4.4/5 (111 download)

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Book Synopsis Zendesk QuickStart Guide by : Crystal Taggart

Download or read book Zendesk QuickStart Guide written by Crystal Taggart and published by CreateSpace. This book was released on 2014-03-20 with total page 48 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is short and sweet. It's about getting Zendesk implemented quickly and easily using ITIL best practices. Because Zendesk's training is pretty good, the goal was not to teach you how to use Zendesk. The goal was to write a book that would take the reader 1 hour what took me 3 days (and 17 years of experience!) to do. I knew the process I wanted to implement, but figuring out how to implement that process within Zendesk was a challenge. It provides a little bit of a background on ITIL, a little bit of process information, and a lot of configuration information. It doesn't walk through administration settings that are unrelated to setting up an ITIL-based process (such as how to configure your own email address.) This book is focused as a step-by-step guide on the best way to configure Zendesk to support four major ITIL (Information Technology Infrastructure Library) processes: Incident Management Release Management Problem Management Change Management

Handbook of Research on Smart Management for Digital Transformation

Author : Barbosa, Belem
Publisher : IGI Global
ISBN 13 : 1799890104
Total Pages : 614 pages
Book Rating : 4.7/5 (998 download)

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Book Synopsis Handbook of Research on Smart Management for Digital Transformation by : Barbosa, Belem

Download or read book Handbook of Research on Smart Management for Digital Transformation written by Barbosa, Belem and published by IGI Global. This book was released on 2022-03-11 with total page 614 pages. Available in PDF, EPUB and Kindle. Book excerpt: In a global and digital society, businesses are constantly being challenged by innovative and disruptive management strategies. The dramatic changes that took place in all corners of the world during the COVID-19 pandemic confirmed that companies need to update their resources and anticipate trends. The current changes introduced by digitalization offer endless innovation scenarios and strategic opportunities to companies but also demand an accurate and structured analysis of drivers, motivations, and determinants for success in this transformation. The Handbook of Research on Smart Management for Digital Transformation analyzes the drivers of digital transformation in businesses and assesses digital transformation success factors in the short, medium, and long run. This critical reference source is comprised of theoretical and empirical chapters as well as case studies on digital adoption by companies in different business sectors. Covering topics such as brand messaging, digital media platforms, and success determinants, this book is an essential resource for managers, researchers, educators of higher education, business students, digital strategists, business associations, communication and marketing agencies, entrepreneurs, and academicians.

Database Reliability Engineering

Author : Laine Campbell
Publisher : "O'Reilly Media, Inc."
ISBN 13 : 1491926228
Total Pages : 294 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis Database Reliability Engineering by : Laine Campbell

Download or read book Database Reliability Engineering written by Laine Campbell and published by "O'Reilly Media, Inc.". This book was released on 2017-10-26 with total page 294 pages. Available in PDF, EPUB and Kindle. Book excerpt: The infrastructure-as-code revolution in IT is also affecting database administration. With this practical book, developers, system administrators, and junior to mid-level DBAs will learn how the modern practice of site reliability engineering applies to the craft of database architecture and operations. Authors Laine Campbell and Charity Majors provide a framework for professionals looking to join the ranks of today’s database reliability engineers (DBRE). You’ll begin by exploring core operational concepts that DBREs need to master. Then you’ll examine a wide range of database persistence options, including how to implement key technologies to provide resilient, scalable, and performant data storage and retrieval. With a firm foundation in database reliability engineering, you’ll be ready to dive into the architecture and operations of any modern database. This book covers: Service-level requirements and risk management Building and evolving an architecture for operational visibility Infrastructure engineering and infrastructure management How to facilitate the release management process Data storage, indexing, and replication Identifying datastore characteristics and best use cases Datastore architectural components and data-driven architectures

Genomics in the Cloud

Author : Geraldine A. Van der Auwera
Publisher : O'Reilly Media
ISBN 13 : 1491975164
Total Pages : 496 pages
Book Rating : 4.4/5 (919 download)

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Book Synopsis Genomics in the Cloud by : Geraldine A. Van der Auwera

Download or read book Genomics in the Cloud written by Geraldine A. Van der Auwera and published by O'Reilly Media. This book was released on 2020-04-02 with total page 496 pages. Available in PDF, EPUB and Kindle. Book excerpt: Data in the genomics field is booming. In just a few years, organizations such as the National Institutes of Health (NIH) will host 50+ petabytes—or over 50 million gigabytes—of genomic data, and they’re turning to cloud infrastructure to make that data available to the research community. How do you adapt analysis tools and protocols to access and analyze that volume of data in the cloud? With this practical book, researchers will learn how to work with genomics algorithms using open source tools including the Genome Analysis Toolkit (GATK), Docker, WDL, and Terra. Geraldine Van der Auwera, longtime custodian of the GATK user community, and Brian O’Connor of the UC Santa Cruz Genomics Institute, guide you through the process. You’ll learn by working with real data and genomics algorithms from the field. This book covers: Essential genomics and computing technology background Basic cloud computing operations Getting started with GATK, plus three major GATK Best Practices pipelines Automating analysis with scripted workflows using WDL and Cromwell Scaling up workflow execution in the cloud, including parallelization and cost optimization Interactive analysis in the cloud using Jupyter notebooks Secure collaboration and computational reproducibility using Terra

Effective Technology Tools for School Leadership

Author : Leslie Jones
Publisher : Taylor & Francis
ISBN 13 : 1000780732
Total Pages : 149 pages
Book Rating : 4.0/5 (7 download)

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Book Synopsis Effective Technology Tools for School Leadership by : Leslie Jones

Download or read book Effective Technology Tools for School Leadership written by Leslie Jones and published by Taylor & Francis. This book was released on 2022-11-23 with total page 149 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book prepares educational leaders with the knowledge needed to critically evaluate, select, and use technological tools to be effective school leaders. Authors Jones and Kennedy explore the technology tools needed to support the full range of responsibilities of a school leader, including management and administration, personnel and evaluation, security and safety, instructional leadership, organizational culture and climate, external relationships, and action research. Each chapter unpacks advantages and pitfalls of various technological tools and includes case scenarios that contextualize these ideas for readers. Chapter content is also aligned with The Professional Standards for Educational Leaders (PSEL), the National Educational Leadership Preparation Standards (NELP), and the International Society of Technology Standard in Education (ISTE) standards. This timely and important book adds to the toolbox for educators preparing to become effective and cutting-edge school leaders.

Predictive Marketing

Author : Omer Artun
Publisher : John Wiley & Sons
ISBN 13 : 1119037336
Total Pages : 284 pages
Book Rating : 4.1/5 (19 download)

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Book Synopsis Predictive Marketing by : Omer Artun

Download or read book Predictive Marketing written by Omer Artun and published by John Wiley & Sons. This book was released on 2015-08-06 with total page 284 pages. Available in PDF, EPUB and Kindle. Book excerpt: Make personalized marketing a reality with this practical guide to predictive analytics Predictive Marketing is a predictive analytics primer for organizations large and small, offering practical tips and actionable strategies for implementing more personalized marketing immediately. The marketing paradigm is changing, and this book provides a blueprint for navigating the transition from creative- to data-driven marketing, from one-size-fits-all to one-on-one, and from marketing campaigns to real-time customer experiences. You'll learn how to use machine-learning technologies to improve customer acquisition and customer growth, and how to identify and re-engage at-risk or lapsed customers by implementing an easy, automated approach to predictive analytics. Much more than just theory and testament to the power of personalized marketing, this book focuses on action, helping you understand and actually begin using this revolutionary approach to the customer experience. Predictive analytics can finally make personalized marketing a reality. For the first time, predictive marketing is accessible to all marketers, not just those at large corporations — in fact, many smaller organizations are leapfrogging their larger counterparts with innovative programs. This book shows you how to bring predictive analytics to your organization, with actionable guidance that get you started today. Implement predictive marketing at any size organization Deliver a more personalized marketing experience Automate predictive analytics with machine learning technology Base marketing decisions on concrete data rather than unproven ideas Marketers have long been talking about delivering personalized experiences across channels. All marketers want to deliver happiness, but most still employ a one-size-fits-all approach. Predictive Marketing provides the information and insight you need to lift your organization out of the campaign rut and into the rarefied atmosphere of a truly personalized customer experience.

Tally .ERP 9 Training Guide

Author : Nadhani
Publisher :
ISBN 13 : 9788183333399
Total Pages : 0 pages
Book Rating : 4.3/5 (333 download)

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Book Synopsis Tally .ERP 9 Training Guide by : Nadhani

Download or read book Tally .ERP 9 Training Guide written by Nadhani and published by . This book was released on 2009 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Ideal handbook for first time learners, professional & individuals, to maintain complete Accounting, Invoicing & Inventory system using Tally.ERP 9. Loaded with commented illustrations and examples for self learning. Objective Test Questions with solution added to help the students prepare for various certification courses on Tally. Numerous Frequently Asked Questions regarding commonly encountered problems and their solutions added to solve common practical problems.

Effective Help Desk Specialist Skills

Author : Darril Gibson
Publisher : Pearson IT Certification
ISBN 13 : 0133571858
Total Pages : 450 pages
Book Rating : 4.1/5 (335 download)

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Book Synopsis Effective Help Desk Specialist Skills by : Darril Gibson

Download or read book Effective Help Desk Specialist Skills written by Darril Gibson and published by Pearson IT Certification. This book was released on 2014-10-27 with total page 450 pages. Available in PDF, EPUB and Kindle. Book excerpt: All of today’s help desk support skills, in one easy-to-understand book The perfect beginner’s guide: No help desk or support experience necessary Covers both “soft” personal skills and “hard” technical skills Explains the changing role of help desk professionals in the modern support center Today, everyone depends on technology–and practically everyone needs help to use it well. Organizations deliver that assistance through help desks. This guide brings together all the knowledge you need to succeed in any help desk or technical support role, prepare for promotion, and succeed with the support-related parts of other IT jobs. Leading technology instructor Darril Gibson tours the modern help desk, explains what modern support professionals really do, and fully covers both of the skill sets you’ll need: technical and personal. In clear and simple language, he discusses everything from troubleshooting specific problems to working with difficult users. You’ll even learn how to manage a help desk, so it works better and delivers more value. Coverage includes: • How the modern help desk has evolved • Understanding your users’ needs, goals, and attitudes • Walking through the typical help desk call • Communicating well: listening actively and asking better questions • Improving interactions and handling difficult situations • Developing positive attitudes, and “owning” the problem • Managing your time and stress • Supporting computers, networks, smartphones, and tablets • Finding the technical product knowledge you need • Protecting the security of your users, information, and devices • Defining, diagnosing, and solving problems, step by step • Writing it up: from incident reports to documentation • Working in teams to meet the goals of the business • Using ITIL to improve the services you provide • Calculating help desk costs, benefits, value, and performance • Taking control of your support career Powerful features make it easier to learn about help desk careers! • Clear introductions describe the big ideas and show how they fit with what you’ve already learned • Specific chapter objectives tell you exactly what you need to learn • Key Terms lists help you identify important terms and a complete Glossary helps you understand them • Author’s Notes and On The Side features help you go deeper into the topic if you want to • Chapter Review tools and activities help you make sure you’ve learned the material Exclusive Mind Mapping activities! • Organize important ideas visually–in your mind, in your words • Learn more, remember more • Understand how different ideas fit together

E-Business Service Level Agreements

Author : Andrew Hiles
Publisher : Rothstein Associates Inc
ISBN 13 : 9780964164895
Total Pages : 180 pages
Book Rating : 4.1/5 (648 download)

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Book Synopsis E-Business Service Level Agreements by : Andrew Hiles

Download or read book E-Business Service Level Agreements written by Andrew Hiles and published by Rothstein Associates Inc. This book was released on 2002-06-30 with total page 180 pages. Available in PDF, EPUB and Kindle. Book excerpt: Your customers don't care whether it is you, your ISP, ASP, or other outsourced provider who screws up - they just know they can't do business with you when they want to. All that matters is that your e-business is failing to deliver - and that you need to hold someone accountable. Meaningful Service Level Agreements (SLAs) are unambiguous, comprehensive, and enforceable. SLAs commit suppliers to a defined quality of service: failure to meet explicit service levels can result in penalties or even legal action. Spectacular losses often follow e-business outages, particularly when SLAs are not in force. The biggest hit is not necessarily loss of income or profit, but impact on stock values - especially when markets are skittish. Some losses have exceeded $40 million with stock values falling by 26%. This new book offers the keys to effective SLAs with Internet Service Providers (ISPs) and Application Service Providers (ASPs), which can go a long way toward averting catastrophic losses as well as day-to-day headaches.

Product-Led Growth

Author : Bush Wes
Publisher :
ISBN 13 : 9781777119317
Total Pages : 276 pages
Book Rating : 4.1/5 (193 download)

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Book Synopsis Product-Led Growth by : Bush Wes

Download or read book Product-Led Growth written by Bush Wes and published by . This book was released on 2019-05 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: "Product-Led Growth is about helping your customers experience the ongoing value your product provides. It is a critical step in successful product design and this book shows you how it's done." - Nir Eyal, Wall Street Journal Bestselling Author of "Hooked"

Knowledge Management 2.0: Organizational Models and Enterprise Strategies

Author : Boughzala, Imed
Publisher : IGI Global
ISBN 13 : 161350196X
Total Pages : 281 pages
Book Rating : 4.6/5 (135 download)

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Book Synopsis Knowledge Management 2.0: Organizational Models and Enterprise Strategies by : Boughzala, Imed

Download or read book Knowledge Management 2.0: Organizational Models and Enterprise Strategies written by Boughzala, Imed and published by IGI Global. This book was released on 2011-09-30 with total page 281 pages. Available in PDF, EPUB and Kindle. Book excerpt: In the last few years, knowledge management practices have evolved in organizations. The introduction of Web 2.0 technologies has encouraged new methods of information usage and knowledge sharing, which are frequently used by employees who already rely on these Web 2.0 technologies in their personal lives. Knowledge Management 2.0: Organizational Models and Enterprise Strategies provides an overview of theoretical and empirical research on knowledge management generation in the Web 2.0 age. Research in this book highlights knowledge management evolution with a global focus and investigates the impact knowledge management 2.0 has on business models, enterprise governance and strategies, human resources, and IT design, implementation, and appropriation in organizations.

Beyond Performance 2.0

Author : Scott Keller
Publisher : John Wiley & Sons
ISBN 13 : 1119596661
Total Pages : 276 pages
Book Rating : 4.1/5 (195 download)

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Book Synopsis Beyond Performance 2.0 by : Scott Keller

Download or read book Beyond Performance 2.0 written by Scott Keller and published by John Wiley & Sons. This book was released on 2019-07-03 with total page 276 pages. Available in PDF, EPUB and Kindle. Book excerpt: Double your odds of leading successful, sustainable change Leaders aren’t short on access to change management advice, but the jury has long been out as to which approach is the best one to follow. With the publication of Beyond Performance 2.0, the verdict is well and truly in. By applying the approach detailed by authors, Scott Keller and Bill Schaninger, the evidence shows that leaders can more than double their odds of success—from thirty percent to almost eighty. Whereas the first edition of Beyond Performance introduced the authors’ “Five Frames of Performance and Health” approach to change management, the fully revised and updated Beyond Performance 2.0 has been transformed into a truly practical “how to” guide for leaders. Every aspect of how to lead change at scale is covered in a step-by-step manner, always accompanied by practical tools and real-life examples. Keller and Schaninger’s work is distinguished in many ways, one of which is the rigor behind the recommendations. The underpinning research is the most comprehensive of its kind—based on over 5 million data points drawn from 2,000 companies globally over a 15-year period. This data is overlaid with the authors’ combined more than 40 years of experience in helping companies successfully achieve large-scale change. As senior partners in McKinsey & Company, consistently named the world’s most prestigious management consulting firm, Keller and Schaninger also draw on the shared experience of their colleagues from offices in over 60 countries with unrivaled access to CEOs and senior teams. Beyond Performance 2.0 also dares to go against the grain—eschewing the notion of copying best practices and instead guiding leaders to make choices specific to their unique context and organization. It does this with meticulously balance of focus on short- and long-term considerations, and on fully addressing the hard technical and oft cultural elements of making change happen. Further, the approach doesn’t just focus on delivering change; it builds an organization’s muscle to continuously change, making it healthier so that it can act with increased speed and agility to stay perpetually ahead of its competition. Leaders looking for a proven approach to leading large-scale change from a trusted source have found what they are looking for in Beyond Performance 2.0.