11 Part Six: Business/Corporate Development Chief Business Development Officer To Create a CBDO or Not? Chapter 70: How to Make the Biggest Impact as a CBDO Chapter 71: Building Your Influence Internally Chapter 72: Building Your Influence Externally Chapter 73: Where Internal and External Meet: Your Relationship with Your CEO Chapter 74: Influence Meets Operating System Chapter 75: Develop External Trust for the Company Chapter 76: Build Your Influence in Strategy Chapter 77: Building Your Influence in Business Development Outbound Inbound Chapter 78: When Things Go Wrong in a Partnership…and They Will Chapter 79: Geographic Expansion Chapter 80: M&A: Buy Side Chapter 81: M&A: Sell Side Final Thoughts Chapter 82: CEO‐to‐CEO Advice About the Business/Corporate Development Role Signs It's Time to Hire Your First CBDO When a Fractional CBDO Might Be Enough What Does Great Look Like in a CBDO? Signs Your CBDO Isn't Scaling How I Engage with the CBDO
12 Part Seven: Customer Success/Account Management Chief Customer Officer Welcome to the New World Chapter 83: Five Misperceptions Chapter 84: Startup Customer Success Organization Chapter 85: Scaling the Service Organization Chapter 86: Timing: When to Hire Your Team Chapter 87: Customer Segmentation and Journey Segment Your Customers Set an Appropriate Customer Experience for Each Segment Coordinate with Sales Chapter 88: Understanding Customers Chapter 89: Understanding Customers Through Metrics Onboarding Phase Metrics Activation Phase Metrics Use Phase Metrics Renewal Chapter 90: Foundations of a Great Customer Service Organization Data Technology People Chapter 91: Building an Effective Team Chapter 92: Partnering with the Organization Chapter 93: Five Eternal Questions 1 How Should I Structure Variable Compensation for the Customer Success Team? 2 Who Does the Upsell? 3 Doesn't the Customer Service Organization Own Churn? 4 Shouldn't We Charge for Onboarding Services? 5 Where Does Customer Advocacy Live? Summary Chapter 94: CEO‐to‐CEO Advice About the Customer Success Role Signs It's Time to Hire Your First CCO When a Fractional CCO Might Be Enough What Does Great Look Like in a CCO? Signs Your CCO Isn't Scaling How I Engage with the CCO
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Part Eight: Product and Engineering
Chief Product Officer and Chief Technology Officer
Chapter 95: The Product Development Leaders
Chapter 96: Product Development Culture
Types of Development Cultures
Chapter 97: Technical Strategy: Proportional Engineering Investment and Managing Technical Debt
Chapter 98: Shifting to a New Development Culture
Things