Index
As this ebook edition doesn't have fixed pagination, the page numbers below are hyperlinked for reference only, based on the printed edition of this book.
A
action plan 89
ADOPT phase 79
advocacy 87
AI Agents 137
analytical skills 24
Analyze, Place, Land, Adopt, Expand, and Renew (APLAER) 79
artificial intelligence (AI) 75, 130
augmented reality (AR) 60
B
book of business (BoB) 31
Boston Consulting Group (BCG) 77
business service management (BSM) 5
butterfly effect
reference link 109
C
Catalyst 10
challenger mindset 26
churn 11, 113
ChurnZero 10
communication 23
conflict resolution 26
consumption analytics 79-82
crisis
effective communication 123-125
identifying 120, 121
preparing 122, 123
CS qualified leads (CSQLs) 43
customer acquisition cost (CAC) 112
customer advisory boards (CABs) 123
customer churn rate 11
customer effort score (CES) 66
customer...
