As a leader in your organization, you will be very familiar with your organization's key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers-the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers' buying behavior as well as the health of your overall customer base. A customer-base audit is a systematic review of the buying behavior of a firm's customers using data captured by its transaction systems. It will help you answer questions such as: -- How healthy is your customer base? How realistic are your growth objectives? -- How do your customers differ in terms of their behavior and value? -- How has the quality of your customers changed over time? -- What changes in customer behavior lie behind period-to-period changes in firm performance? -- What is important to your high-value customers? Which products help you acquire and retain your best customers? Fader, Hardie, and Ross present five "lenses" through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm's primary source of cash flow, how can executives make informed decisions? Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers' buying behavior-and thus their company as a whole.

The impact of the United Nations "Healthy Prisons" initiative has highlighted the importance of health and health promotion in incarcerated populations. This invaluable book discusses the many health and medical issues that arise or are introduced into prisons from the perspective of both inmates and prison staff. Health and Health Promotion in Prison places key issues in prison healthcare into a historical perspective and investigates contemporary policy drivers. It then addresses the significant legal issues relating to health in prison settings and the human rights implications and questions that arise. The book presents a useful framework for health education in prison and a model for introducing structural, policy and health-related changes based on the UN Health in Prisons model, and also includes a special chapter on mental health issues. Providing a comprehensive and thought-provoking overview of health promotion issues in correctional environments, this is an essential reference for all those involved in prison healthcare.

This is a clear guide to heritage legislation in the UK. It is set out in plain, non-legal language and will guide the planner, developer, architect or conservationist through the legislation, explaining the policy and procedures which govern the protection of historic buildings as well as providing clear explanations of the issues involved, including listing, planning appeals and grants.

The impact of the United Nations "Healthy Prisons" initiative has highlighted the importance of health and health promotion in incarcerated populations. This invaluable book discusses the many health and medical issues that arise or are introduced into prisons from the perspective of both inmates and prison staff. Health and Health Promotion in Prison places key issues in prison healthcare into a historical perspective and investigates contemporary policy drivers. It then addresses the significant legal issues relating to health in prison settings and the human rights implications and questions that arise. The book presents a useful framework for health education in prison and a model for introducing structural, policy and health-related changes based on the UN Health in Prisons model, and also includes a special chapter on mental health issues. Providing a comprehensive and thought-provoking overview of health promotion issues in correctional environments, this is an essential reference for all those involved in prison healthcare.

Providing electric power to remote, cold regions at high latitude or altitude can be an expensive and technically challenging task. Photovoltaics (PV) provide a reliable and cost-effective solution yet their potential is underdeveloped, in part because of a lack of knowledge about their effectiveness in cold climates. This book illustrates the potential and the techniques for using PV in cold climates. The book starts with a general section illustrating how PV can be applied in cold climates, with a succinct overview of the main considerations and chapters covering both the solar resource and the economics. It then covers the effects of cold climates on PV systems looking at the issues around the array and electronics, the battery and energy management. The third section covers design considerations and possible configurations (stand alone/battery systems, hybrid systems, seasonal storage and system simulation). The next part covers installation and operation and the book concludes with several case studies. The book will be invaluable both for all managers charged with providing power to cold climates whether for dwellings, other buildings or technical installations and for all technicians, engineers, installers and researchers working on such installations. It will also be of great interest to those working with PV in any form, or interested to see PV technology reach its full potential.

Discover the amazing all-natural healing and beauty benefits of cannabidiol oil in this easy-to-use guide that offers 100 ways to use CBD in your personal wellness routine. Using CBD oil for calming and relaxation techniques has become a popular trend-and it's easy to see why! It can reduce stress and anxiety, relieve pain, and reduce inflammation with benefits that can be felt immediately. In CBD Oil for Health you will find 100 different uses for CBD oil that will promote and transcend your wellness routine. Including information about CBD oil such as why it's legal, how it works in the body, its health benefits, proper dosage, special considerations and more, this detailed resource will allow you to use your CBD oil with confidence. You will discover all the benefits this all-natural oil can bring-without dangerous chemicals or costly procedures. From curing acne to reducing wrinkles and strengthening hair to eliminating bad breath there's no limit to the benefits this oil can provide!

This is a clear guide to heritage legislation in the UK. It is set out in plain, non-legal language and will guide the planner, developer, architect or conservationist through the legislation, explaining the policy and procedures which govern the protection of historic buildings as well as providing clear explanations of the issues involved, including listing, planning appeals and grants.

As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base. A customer-base audit is a systematic review of the buying behavior of a firm’s customers using data captured by its transaction systems. It will help you answer questions such as: -- How healthy is your customer base? How realistic are your growth objectives? -- How do your customers differ in terms of their behavior and value? -- How has the quality of your customers changed over time? -- What changes in customer behavior lie behind period-to-period changes in firm performance? -- What is important to your high-value customers? Which products help you acquire and retain your best customers? Fader, Hardie, and Ross present five “lenses� through which an executive can address questions like those above. The answers are often lurking in various parts of the organization, but it is rare to find all the relevant analyses in one place, let alone performed on a regular basis (as an audit should be). Yet without such a basic, systematic understanding of the foundations of the firm’s primary source of cash flow, how can executives make informed decisions? Fader, a Wharton professor, is the author of Customer Centricity and coauthor of The Customer Centricity Playbook, both of which have helped businesses radically rethink how they relate to customers. In this first step of the journey, Fader, Hardie, and Ross assist leaders in gaining a fundamental understanding of their customers’ buying behavior—and thus their company as a whole.

This book contains essays in honour of Melvin J. Lerner, a pioneer in the psychological study of justice. The contributors to this volume are internationally renowned scholars from psychology, business, and law. They examine the role of justice motivation in a wide variety of contexts, including workplace violence, affirmative action programs, helping or harming innocent victims and how people react to their own fate. Contributors explore fundamental issues such as whether people's interest in justice is motivated by self-interest or a genuine concern for the welfare of others, when and why people feel a need to punish transgressors, how a concern for justice emerges during the development of societies and individuals, and the relation of justice motivation to moral motivation. How an understanding of justice motivation can contribute to the amelioration of major social problems is also examined.

In this elegant but pocketable edition in the Ross's Discoveries series, passionate bibliophile Michael Ross has curated his favorite literary quotes from the collection of over 1500 well-read books on his shelves-but this isn't your typical rehashing of Bartlett's quotations. In Ross's Key Discoveries Michael Ross brings together quotes on wisdom, money, and happiness from such a new perspective even the authors themselves will probably find this book useful and insightful.

Lexington, Kentucky, 1859. After saving John Hunt Morgan from a puma attack, fifteen-year-old farm boy Will Crump joins Hunt's militia, the Lexington Rifles. Morgan mentors Will and enrolls him in the local university, where he hopes to study law. As tensions rise between the North and South, Will is torn between his loyalty to Morgan and his love for his family. Will's father, sisters, and sweetheart follow the Union, while Morgan and Will commit to the South. As part of Morgan's band, Will participates in ambushes and unconventional warfare until his first real battle at Shiloh. He fights bravely, but increasingly questions what the war is accomplishing, and whether his devotion to honor has led him astray. And where is God in all this killing? Will's sister Albinia, friend of the Clay family, becomes increasingly aware of the plight of the slaves. When she finds Luther, a slave she knows, trying to escape, she must decide between her conscience, and her friends. She becomes involved in the Underground Railroad, helping slaves to freedom - but will it cost her love and her freedom? Will's other sister, Julia, is approaching spinster status and despairs of ever meeting a man who can give her more than life on a farm until she meets Hiram Johannsen, a son of immigrants who owns a steamship company. They marry and she makes a new life in the North. When Hiram answers the call to fight for the North, Julia runs the steamboat company in her husband's absence and uses her boats to help Albinia ferry escaped slaves to freedom. Her business relations put her in the perfect position to spy for the North. When the Confederates capture her, will she survive? Luther is one of the first slaves Albinia helps flee the South after his master cruelly abuses his mother and sister. He escapes with his family, and when war breaks out, he fights for the North as an auxiliary of the Third Ohio Cavalry, alongside Julia's husband, Hiram, and against Morgan and Will. Luther has to confront the demons of his past, an abusive master, and a slave catcher that kills his little sister. Will the desire for revenge destroy him? Throughout the war, Will is forced to examine and question everything he believes in-his faith in God, his love for his family, his loyalty to Morgan, and his worth as a human being. Will and his family must somehow mend the torn fabric of relationships to find peace, and reach Across the Great Divide.

This book helps you build and improve grammar skills. This new Student Book builds on the success of "Grammar Matters", using the same structure but with entirely new content, new features and a stimulating new design. It helps all students grasp the fundamental principles of grammar by providing clear and simple explanations of grammatical terms and usage. Readers are engaged in their learning through the use of real world examples, humour, regular peer and self assessment, and full-colour design.

In this elegant but pocketable edition in the Ross's Discoveries series, passionate bibliophile Michael Ross has curated his favorite literary quotes spanning a multitude of important life topics from the collection of over 1500 well-read books on his shelves. In Ross's Life Discoveries Michael Ross brings together quotes from such a new perspective even the authors themselves will probably find this book useful and insightful.

Updates with new diagrams and links. This best-selling one-stop resource is packed with practical advice on how to tackle the basics, such as simple chords and finger-picking, right through to more complex power chords, slurs, bends and slides. It also includes tips on stagecraft and performing live, and step-by-step guitar maintenance. The galleries of guitars and guitarists, the chord dictionary and scales have been comprehensively updated for this edition.

In this elegant but pocketable edition, passionate bibliophile Michael Ross has curated 114 favorite literary quotes from the collection of over 1,500 well-read books on his shelves―but this isn't your typical rehashing of Bartlett's quotations. Michael Ross brings together the ways in which we view reality and the ways in which our own thoughts and contemplation shape that reality from such a new perspective, even the authors themselves will probably find this book useful and insightful.

Featuring quotations from John Fowles, Richard Russo, Paul Auster, Don DeLillo, Philip Roth, Ivan Doig, Jim Harrison, Gunter Grass, Milan Kundera, Eleanor Catton, Kurt Vonnegut, Robert Penn Warren, John Steinbeck, Oscar Wilde, Lorrie Moore, Walker Percy, and many, many, more.

Help Your Child Think Outside the Blocks Decisions, decisions. In both the virtual world and the real world, you have to make a bunch of choices. Mess up in the virtual world of Minecraft and you can always start over. But in the real world, where the decisions you make have real consequences, both good and bad, it's not that simple. Where can you go for help? Is there a gamer's guide for living? Yes, it's called the Bible-and God created it to help you win! Join gamer Dragee90 as he shares daily devotions packed with secrets to success in two key areas of your life: Gameplay-Learn A-to-Z tips and tricks for virtual world-building and secrets and online survival in the game of Minecraft. Real Life-Dragee90 reveals some of his own daily struggles and gives you powerful Scripture verses from the Bible you can use to overcome life's biggest obstacles. Building faith block by block is easy when you start with the right foundation!

In this elegant but pocketable edition, passionate bibliophile Michael Ross has curated 106 favorite literary quotes from the collection of over 1500 well-read books on his shelves—but this isn't your typical rehashing of Bartlett's quotations. Michael Ross brings together quotes on Time, Memory, Age, Past, Present, and Future, from such a new perspective even the authors themselves will probably find this book useful and insightful. Authors quoted include Tom Robbins, John Gardner, A.A. Milne, Anne Tyler, Bernard Malamud, Elizabeth Goudge, John O'Hara, Jim Harrison, Vladimir Nabokov, Ivan Doig, Richard Russo, Graham Swift, John Casey, George Garrett, Martin Davies, Cormac McCarthy, Willa Cather, Richard Brautigan, Colin Wilson, Gabriel Garcia Marquez, Gore Vidal, Leon Uris, Walker Percy, V.S. Naipaul, Thornton Wilder, John Updike, Anthony Burgess, Paul Auster, Richard Powers, Richard Russo, William Martin, Robert Penn Warren, John Gardner, Aldous Huxley, John Hersey, F. Scott Fitzgerald, Antoine Laurain, Dave Eggers, Honore de Balzac, John Cheever, Oscar Wilde, Edward Abbey, Garrison Keillor, Lorrie Moore, Doris Lessing, Elia Kazan, Tom Wolfe, Sinclair Lewis, William Kotzwinkle, Eric Ambler, Thomas McGuane, Graham Greene, W. Somerset Maugham, Ethan Canin, Milan Kundera, and Hunter S. Thompson. Also included are original illustrations by Cara Lowe of Hunter S. Thompson, Willa Cather, John O'Hara, Thomas McGuane, Eric Ambler, Gabriel Garcia Marquez, Honore de Balzac, Dave Eggers, F. Scott Fitzgerald, Anthony Burgess, John Updike, Richard Brautigan, Cormac McCarthy, Richard Russo, Elizabeth Goudge, and Anne Tyler.