The Political Process and Nursing Advocacy
|
|
|
- Violet Norton
- 9 years ago
- Views:
Transcription
1 The Political Process and Nursing Advocacy Authors: Judy Pechacek, DNP, RN, CENP VP Patient Care, Chief Nursing Officer Elizabeth C. Rodgers, RN, BSN Doctorate of Nursing Practice Student Health Innovations and Leadership Objectives Upon completion of this presentation, you will be able to: Define political advocacy Identify methods to engage in public policy Describe the steps taken to find your local representatives Describe how to communicate effectively with your local representative The Legislative Process 1
2 How does a bill become a law? Bills are proposals to change laws Referred to as Senate or House Files Any citizen can draft a bill Legislators sponsors bills and present them to the House or Senate Committee to discuss bill Super Short Story of How a Bill Becomes a Law Reference: Minnesota Government Reference: Aging Service of Minnesota (2012) Locate a Bill? MHA website: Bill tracker MN Legislature website: Senate or House Bill search 2
3 Legislative Session 120 days 1 st Tuesday in January through third Saturday of May House and Senate Schedules Length of terms Senators-4 years Represenatives-2 years What creates engagement in Political Advocacy? Personal Belief & Values Build Coalitions Network to local reps Propose a Bill Testify Examples of personal stories motivating advocacy: Child Dies-Peanut Allergy Food Allergy Support Group of Minnesota Epinephrine Statue What is Political Advocacy? Pleading the cause for another Webster, 2013 Nursing political advocacy: Influencing and shaping health care s future Minnesota Organization of Leaders in Nursing (MOLN) describes their role as: Influencing health care policy through collaboration with service, education, and regulation at the local, state and national levels 3
4 What is a Lobbyist An individual paid to influence legislation Legislators rely on lobbyist expert opinion in testifying on a proposed bill Reference: Aging Service of Minnesota (2012) How to be a citizen lobbyist? Locate your Minnesota Legislature Schedules Schedule a meeting with your rep Look up your legislators office phone: MN House MN Senate Citizen Lobbyist Schedule an appointment with your legislator Get to know their legislative assistance Write a letter or Stay tuned for follow up questions Reference: Aging Service of Minnesota (2012) 4
5 Legislative Brief Identify the issue Describe your expertise Personalize your view with a story Summarize the action you are hoping for Succinct letter or discussion topic Issue Brief with 2 supporting EBP articles Reference: Aging Service of Minnesota (2012) Getting Involved MOLN Minnesota Organization of Leaders in Nursing Facilitating the professional development of nursing leaders (MOLN, 2013) Getting Involved MOLN Political Advocacy Legislative Brief Health and Human Services and Finance Committee MN House Reps MN Senate Reps 5
6 Summary Did this presentation provide helpful hint on how to be a political advocate? At the end of this presentation, are you able to: Define political advocacy Identify methods to engage in public policy Have tools to find your local representative Have tools to brief your local representative on your political stance Thank you for your time Please visit mission-historyto find out more about MOLN and the Government Affairs Committee 6
7 Minnesota Organization of Leaders in Nursing Nurses dedicated to shaping the future of health care EXCELLANCE IN STAFFING THE FACTS The state of Minnesota leads the nation in quality outcomes that are attributable to excellent nursing care. The Agency for Healthcare Research & Quality (AHRQ) states that Minnesota has the best overall quality in the nation. According to the Minnesota Hospital Association s most recent adverse health report, hospitalized patients in Minnesota have reported 463 fewer falls, and 158 fewer pressure ulcers. All these outcomes are attributable to nursing care. Patient satisfaction with their care in Minnesota hospitals also is high with 85 percent giving high marks for the quality of care. Sixty eight percent rate Twin-Cities hospitals as among the best in the country. More than 7 of 10 respondents have a favorable image of hospitals, nurses, and doctors (Minnesota Hospital Survey, 2012, Minnesota Hospital Partnership). Minnesota Organization of Leaders in Nursing (MOLN) opposes legislation that forces hospitals to adopt strict staffing ratios which are unsuited to ever-changing patient care needs. We believe that present and future staffing models must be innovative and creative, that staffing is both an art and a science, and that staffing is a dynamic process. Excellence in staffing is a dynamic, evidence-driven process that results in efficient, effective use of qualified staff and the stewardship of resources to achieve the best possible outcomes for patients, their families, the workforce and the organization in which care is delivered ( Douglas, K. 2008). Best practices in staffing require consideration of the complexities of the patient s condition as well as the organizational culture, care models, policies, staff participation, continuous improvement processes, technology, community needs, and innovation. Staffing a hospital requires leveraging the full scope of the professional nursing role as well as the work of all healthcare personnel. MOLN believes that our current strategies effectively assure safe staffing for patients including: Allowing all staff members to practice to the full extent of their education and training. Using care models that support effective use of assistive personal. Empowering charge nurses to adjust staffing levels based on patient needs. Use of assistive technology--such as surveillance, electronic best practice alerts, fall devices and lifting equipment, used with human judgment from highly educated RNs. MOLN s position is supported by other professional organizations. The Minnesota Hospital Association (MHA) supports keeping staffing decisions with hospitals and health care professionals. MHA opposing the Minnesota Nurses Association (MNA s) one-size-fits-all approach of legislated staffing ratios (MNA represents only 20% of Minnesota s nurses). The American Nurses Association in Principles for Nurse Staffing also emphasizes the need to staff with flexibility, according to the acuity of patients rather than by set numbers. Staffing for patient care is a dynamic situation that no single solution can optimize. MOLN and all Minnesota s Nurse Leaders pledge our support and cooperation to patients, nursing staff, and managers as we work together to self-regulate solutions to our own challenges. MOLN believes taking decision-making about staffing out of the hands of nurse leaders would not improve patient care and would cause more harm than good University Ave W, Ste 350S St. Paul, MN (651) Fax: (651) [email protected]
Nursing Leadership: Where are we on the Journey?
Nursing Leadership: Where are we on the Journey? Presented by Joan Ellis Beglinger MSN, RN, MBA, FACHE, FAAN Fall National Academy of Infusion Therapy and One Day Program November 14, 2014 Objectives Discuss
CURRENT ISSUES IN NURSING PRACTICE. Terry Throckmorton, PhD, RN
CURRENT ISSUES IN NURSING PRACTICE Terry Throckmorton, PhD, RN 83 rd Legislative Session: Impact on Nursing The 2013 legislative session saw, with only one exception, all of nursinginitiated legislation
United States Government 101 A Refresher Course
United States Government 101 A Refresher Course Most of us learned the process of how a bill becomes a law in school civics classes. You don't need a PhD in political science to become involved and bring
A MANAGER S GUIDE: HOW BETTER NURSE TO PATIENT RATIOS CAN IMPROVE THE HEALTH OF YOUR PATIENTS & LOWER STAFFING COSTS.
A MANAGER S GUIDE: HOW BETTER NURSE TO PATIENT RATIOS CAN IMPROVE THE HEALTH OF YOUR PATIENTS & LOWER STAFFING COSTS. RN-TO-PATIENT RATIOS & PATIENT SAFETY RN-to-Patient ratio is another key component
Subcommittee on Nursing Shortage. Nursing Shortage Statistics. Members of the Nursing Shortage Subcommittee
Subcommittee on Nursing Shortage Report and Recommendations to the House Health Policy Committee March 12, 2008 Members of the Nursing Shortage Subcommittee Rep. Lisa Wojno Rep. Mary Valentine Rep. Robert
A Master Plan for Nursing Education In Washington State
A Master Plan for Nursing Education In Washington State Implementation Recommendations Washington Center for Nursing www.wacenterfornursing.org December 2009 This work was funded by Grant N14191 from the
Template 3: NLN and QSEN ADN Program Learner Outcomes
Template 3: NLN and QSEN ADN Program Learner Outcomes National League for Nursing. (2010). Outcomes and competencies for graduates of practical/vocational, associate degree, baccalaureate, master s practice
Mississippi Action Coalition Status Report April-July 2013
Mississippi Action Coalition Status Report April-July 2013 Action Coalition Leadership Co-Leads: Wanda Jones - Executive Director, Mississippi Office of Nursing Workforce, ([email protected]; 601-259-1746)
Nursing Strategic Plan. Fiscal Year 2015. Shaping the Future of UCLA Nursing at Ronald Reagan UCLA Medical Center
Nursing Strategic Plan Fiscal Year 2015 Shaping the Future of UCLA Nursing at Ronald Reagan UCLA Medical Center The strategic plan of the Ronald Reagan UCLA Medical Center Department of Nursing aligns
Saint Francis Care Patient Care Services Advancement to Clinical Excellence Program (ACE Program) INTRODUCTION
INTRODUCTION Advancement to Clinical Excellence (ACE), the Clinical Advancement Program at St. Francis Care was designed to recognize nurses involved in direct patient care and improve promotional opportunities
Highlights from the Texas Team Central Texas Region Coalition LEGISLATIVE SUMMIT AT THE TEXAS CAPITOL. September 23, 2014
Highlights from the Texas Team Central Texas Region Coalition LEGISLATIVE SUMMIT AT THE TEXAS CAPITOL September 23, 2014 The Texas Team Central Texas Region Coalition presented the Legislative Summit at
Kansas Dental Project Joint Venture
Kansas Dental Project Joint Venture Purpose In 2009, the W.K. Kellogg Foundation launched a national initiative to expand access to oral health care through innovative and community-driven solutions to
Candidate Campaign Website and Contact Information (optional): www.boardofequalizationjehorton.com 310-402-4705 jehorton@sbcglobal.
Candidate Name (as it appears on the ballot): Jerome E. Horton Office Seeking: California State Board of Equalization 3 rd District (BOE) District (Senate and Assembly): Not Applicable Hometown: Los Angeles
Alignment of ANCC Forces of Magnitude and TIGER Collaboratives
Alignment of and I. Transformational Today's health care environment is experiencing unprecedented, intense reformation. Unlike yesterday's leadership requirement for stabilization and growth, today's
November 4th is almost here!
!! C AMPAIGN U P D A T E! DAV E B A K E R F O R S TAT E R E P R E S E N T A T I V E! A PROVEN LEADER FOR A BETTER MINNESOTA. November 4th is almost here! As we w i n d d ow n t o t h e fi n a l d ay s
Safe Staffing for Quality Care Act. Amanda Florenz, Bridget Sunkes, Laurie F. Brown, Kristin Burns
Running head: SAFE STAFFING 1 Safe Staffing for Quality Care Act Amanda Florenz, Bridget Sunkes, Laurie F. Brown, Kristin Burns State University of New York Institute of Technology SAFE STAFFING 2 Safe
Rouch, Jean. Cine-Ethnography. Minneapolis, MN, USA: University of Minnesota Press, 2003. p 238
Minneapolis, MN, USA: University of Minnesota Press, 2003. p 238 http://site.ebrary.com/lib/uchicago/doc?id=10151154&ppg=238 Minneapolis, MN, USA: University of Minnesota Press, 2003. p 239 http://site.ebrary.com/lib/uchicago/doc?id=10151154&ppg=239
Karen M. Ott, RN, MSN Program Director, Academic and Legislative Initiatives Department of Veterans Affairs
American Association of Colleges of Nursing Working Statement Comparing the Clinical Nurse Leader sm and Nurse Manager Roles: Similarities, Differences and Complementarities March 2006 Karen M. Ott, RN,
Chief Nursing Officer November 17, 2015
Chief Nursing Officer November 17, 2015 VA Nursing Today & Tomorrow A systems approach Nursing CLICK leadership TO EDIT MASTER Nursing INTRO culture TITLE Click to edit Master Intro Sub Title Professional
6/10/2010 DISCLOSURES - NONE INTEGRATING QSEN COMPETENCIES INTO NURSING EDUCATION
INTEGRATING QSEN COMPETENCIES INTO NURSING EDUCATION Brenda Zierler, PhD, RN, RVT University of Washington School of Nursing DISCLOSURES - NONE Brenda Zierler, PhD, RN, RVT University of Washington School
Domains. Components/Domains a meaningful set of related concepts or indicators
Quest for Nursing Excellence Magnet Journey Quest for Nursing Excellence Quest for Nursing Excellence Diane Hanley, MS, RN-BC, EJD Director, Nursing Education, Quality and Professional Practice St. A s
Members respond to help identify what makes RNs unique and valuable to healthcare in Alberta.
CARNA - Uniquely RN Members respond to help identify what makes RNs unique and valuable to healthcare in Alberta. RNs have expressed that their role is not always understood by colleagues, employers and
Minnesota Nonprofit Job Seeker Guide
Minnesota Nonprofit Job Seeker Guide About the Minnesota Council of Nonprofits Established in 1987, the Minnesota Council of Nonprofits (MCN) is a membership organization with nearly 2,000 nonprofit members
PUBLIC HEALTH Nurse. L. Michele Issel, PhD, RN University of Illinois at Chicago School of Public Health 312-355-1137 [email protected].
PUBLIC HEALTH Nurse Competency Self-Assessment L. Michele Issel, PhD, RN University of Illinois at Chicago School of Public Health --7 [email protected] and Kathleen Baldwin, PhD, RN University of Illinois
The Future of Nursing: Transforming Leadership in the Clinical Setting
The Future of Nursing: Transforming Leadership in the Clinical Setting Linda Q. Everett, PhD, RN, NEA-BC, FAAN Executive Vice President & Chief Nurse Executive Indiana University Health Indianapolis, IN
The NLN s 2015-2016 Public Policy Agenda:
Dedicated to excellence in nursing and preparing the nursing workforce to meet the health care needs of our diverse populations, the National League for Nursing is the premier organization for nurse faculty
NEW YORK S GROWING DEMAND
Nurses and Allied Health Professionals NEW YORK S GROWING DEMAND Results from the 2011 Health Care Professionals Workforce Survey JUNE 2011 Published by The 2011 Health Care Professionals Workforce Survey
The Staffing Climate in Nursing: Concept and Measurement
The Staffing Climate in Nursing: Concept and Measurement Holly A. De Groot, PhD, RN, FAAN Chief Executive Officer Laura O. McIntosh, MS, RN Senior Research Consultant Catalyst Systems, LLC Keeping Patients
The Future of Nursing: Campaign for Action
The Future of Nursing: Campaign for Action An Update Linda Burnes Bolton, DrPH, RN, FAAN, VP for Nursing, CNO, and Director of Nursing Research, Cedars Sinai Medical Center 1 Campaign for Action: Key Areas
Course Descriptions and Clinical Project Description - 2015
Course Descriptions and Clinical Project Description - 2015 B231 Communication for Health Care Professionals: RN BSN Note: this course must be taken in the first term for RN BSN Students Course Description:
NURSES NEEDED SHORT-TERM RELIEF, ONGOING SHORTAGE. Results from the 2010 Nursing Workforce Survey
NURSES NEEDED SHORT-TERM RELIEF, ONGOING SHORTAGE Results from the 2010 Nursing Workforce Survey JUNE 2010 IN COLLABORATION WITH WNYHA Western New York Healthcare Association Demand for nurses will continue
Empowering Nurse Entrepreneurs in a Healthcare Reform Environment
Empowering Nurse Entrepreneurs in a Healthcare Reform Environment Dr. Daniel Berman DBA/HCA,MSN, RN, FACHE,FACATA,LHCRM CEO Center for Healthcare Thinking and Innovations Graduate Nursing Faculty Walden
An Invitation to Apply: Adult Gerontology-Acute Care Nurse Practitioner / Clinical Nurse Specialist (AG-ACNP/CNS) Program Faculty Member
An Invitation to Apply: Adult Gerontology-Acute Care Nurse Practitioner / Clinical Nurse Specialist (AG-ACNP/CNS) Program Faculty Member THE SEARCH The Department of Nursing within the Georgetown University
Future of Nursing. Regional Action Coalitions (RACs): Status of Pilot Programs
Future of Nursing Regional Action Coalitions (RACs): Status of Pilot Programs Barbara Zittel, R.N., Ph.D. Executive Secretary to the New York State Board for Nursing 2008-RWJF-IOM Collaboration Chaired
Licensure & Scope of Practice: The Nurse Practice Act
Nursing Care Delivery: Current Challenges, Future Opportunities Leading Age 2015 Senior Living Conference September 29, 2015 9:00 am Polsinelli PC. In California, Polsinelli LLP Licensure & Scope of Practice:
Better Care, Better Health, Reduced Cost A Commitment to Advance the Health of Texans
Better Care, Better Health, Reduced Cost A Commitment to Advance the Health of Texans 1) Remove scope-of-practice barriers 2) Expand opportunities for nurses to lead and diffuse collaborative improvement
Nursing Ratios Is There a Better Way?
Nursing Ratios Is There a Better Way? Nursing Ratios Is There a Better Way? A PANEL PRESENTATION ON THE PROS AND CONS OF USING NURSE-TO TO-PATIENT RATIOS TO STAFF NURSING UNITS February, 2004 Presentation
Nursing Education and Research
Nursing Education and Research Dr. Ali D. Abbas/ Instructor, Fundamentals of Nursing Department, College of Nursing, University of Baghdad, [email protected] LEARNING OBJECTIVES After mastering the
Health Professions and Patient Safety. Health Professions and Patient Safety.
Title Open and Honest Care July 2015: Staffing Levels across Nursing and Midwifery inpatient settings. Meeting Executive Board Date 14 th September 2015 Executive Summary The purpose of this report is
3/17/2015. Carmel A. McComiskey DNP, CRNP, FAANP
Overview Friday: 3:40-4:40 Principles of Leadership: Journey to a satisfying career Melnic Consulting Group NAPNAP 2015 March 11-13 Las Vegas, NV Why do leadership skills matter? 5 key components to leadership
Health Authority Abu Dhabi
Health Authority Abu Dhabi Document Title: Policy Scope of Practice for Registered Nurses Document Ref. Number: PPR/HC/EX/P0004/07 - A Version 0.9 Approval Date: May 2007 Effective Date: May 2007 Last
The draft revised Registered nurse standards for practice APNA submission
The draft revised Registered nurse standards for practice APNA submission 3 July 2015 The Australian Primary Health Care Nurses Association (APNA) welcomes the opportunity to contribute to the Nursing
Copyright 2014, AORN, Inc. Page 1 of 5
AORN Position Statement on One Perioperative Registered Nurse Circulator Dedicated to Every Patient Undergoing an Operative or Other Invasive Procedure POSITION STATEMENT The goal of perioperative nursing
Chapter 22. Practice Implications of Keeping Patients Safe
Chapter 22. Practice Implications of Keeping Patients Safe Ann E. K. Page Background Improving patient safety and other dimensions of health care quality requires change at all four levels of the health
NZS8134.2:2008 & NZS8134.3:2008
Winchcombe Healthcare Limited CURRENT STATUS: The following summary has been accepted by the Ministry of Health as being an accurate reflection of the Surveillance audit conducted against the Health and
Advanced Practice Registered Nurse Legislation
Minnesota Nurses Association Advanced Practice Registered Nurse Legislation Minnesota Nurses Association Revised September, 2005 1625 Energy Park Drive, Suite 200 St. Paul, MN 55108 Phone: (651) 646-4807
American Organization of Nurse Executives
American Organization of Nurse Executives Mission: To shape health care through innovative and expert nursing leadership Vision: Global nursing leadership one voice advancing health 1 About AONE We are
NLN Competencies for Graduates of Practical/Vocational Programs (2012) which LPN Programs shall meet.
Added by ICN/INAC Education Subcommittee NLN Competencies for Graduates of Practical/Vocational Programs (2012) which LPN Programs shall meet. Competencies to Facilitate Seamless Nursing Educational Transition
Mission The mission of the Oncology Nursing Society is to promote excellence in oncology nursing and quality cancer care.
President-Elect Position Description Mission The mission of the Oncology Nursing Society is to promote excellence in oncology nursing and quality cancer care. Vision The vision of the Oncology Nursing
Nursing Education Program Approval Board Standards for Alberta Nursing Education Programs Leading to Re-Entry to Practice as a Registered Nurse
NEPAB Nursing Education Program Approval Board Standards for Alberta Nursing Education Programs Leading to Re-Entry to Practice as a Registered Nurse September 2014 Ratified by the College and Association
College of Health Professions Dean s Review of Undergraduate Programs August 15, 2011
College of Health Professions Dean s Review of Undergraduate Programs August 15, 2011 The CHP Planning and Review Process: The WSU College of Health Professions has engaged in four iterations of strategic
ANCC and Credentialing Research in Nursing. Karen Drenkard, PhD, RN, NEA-BC, FAAN Executive Director
ANCC and Credentialing Research in Nursing Karen Drenkard, PhD, RN, NEA-BC, FAAN Executive Director Objectives 1. Overview, organization, and history of ANCC 2. ANCC s role within the field of nursing
17th Annual National CRNA Week January 24-30, 2016
17th Annual National CRNA Week January 24-30, 2016 The attached news release, fact sheets, photos, and infographics have been provided for you to copy, create, or combine into news or feature stories about
Lynn Langley, DNP, FNP-BC, ANP-BC, CPHQ, Executive Director, Mississippi State Board of Nursing & Phyllis Johnson, MSN, FNP-BC, Director of Advanced
Lynn Langley, DNP, FNP-BC, ANP-BC, CPHQ, Executive Director, Mississippi State Board of Nursing & Phyllis Johnson, MSN, FNP-BC, Director of Advanced Practice, Mississippi State Board of Nursing ! Changes
And in rural areas. Chart 3: Median number of days to fill vacant RN positions in urban and rural areas
RN Shortages in Hospitals March 1999, Vol. 1, No. 2 Nurses comprise the largest sector of the healthcare workforce and the majority of nurses work in hospitals. Because of the prominence and importance
The Career Path of a Chief Nursing Officer: The Impact of Nursing Leadership at the Veterans Health Administration Cathy Rick, RN PhD (h), NEA-BC,
The Career Path of a Chief Nursing Officer: The Impact of Nursing Leadership at the Veterans Health Administration Cathy Rick, RN PhD (h), NEA-BC, FACHE, FAAN 1 Conflict of Interest Disclosure Cathy Rick,
Licensing surgical assistants in Texas. (Health Policy Issues).
Licensing surgical assistants in Texas. (Health Policy Issues). Franko, Frederick P. "Licensing surgical assistants in Texas. (Health Policy Issues)." AORN Journal. 74.4 (Oct 2001): 545(4). Full Text:COPYRIGHT
Black Hawk County Employee Performance Evaluation
Black Hawk County Employee Performance Evaluation Employee : Supervisor: Title: Program Manager School Nursing Dept: Health Dept Title: Evaluation Period: From: To Due Date: Black Hawk County Governing
A Mini-Residency Program for Hospitals and Their Legislators
A Mini-Residency Program for Hospitals and Their Legislators Guidelines and resources from IHA to help hospital leaders build strong relationships with state legislators 2009 1 Why a Mini-Residency for
Minnesota Board of Nursing Nursing Practice Committee. Proposed Changes to the Minnesota Nurse Practice Act
Minnesota Board of Nursing Nursing Practice Committee Proposed Changes to the Minnesota Nurse Practice Act The Minnesota Nurse Practice Act is the law that includes definitions of professional and practical
Stephenie W. Colston, M.A. 2921 Ivanhoe Road Tallahassee, FL 32312 Telephone: (850) 728-2067 E-mail: [email protected]
Profile: Stephenie W. Colston, M.A. 2921 Ivanhoe Road Tallahassee, FL 32312 Telephone: (850) 728-2067 E-mail: [email protected] Dedicated senior professional with over 35 years of progressively responsible
ESSENTIAL DUTIES AND RESPONSIBILITIES. Program Duties and Responsibilities:
An Invitation to Apply: Simmons College School of Nursing and Health Sciences: Department of Nursing Director of the Doctor of Nursing Practice (DNP) Program THE SEARCH Simmons College School of Nursing
How To Be A Nurse
University of Maine School of Nursing Program Outcome # 1, Key Concepts and Level Outcomes Program Outcome: The graduate will provide patient-centered which represents the patients preferences, values,
State of Mississippi. Oral Health Plan
State of Mississippi Oral Health Plan 2006 2010 Vision Statement: We envision a Mississippi where every child enjoys optimal oral health; where prevention and health education are emphasized and treatment
Minnesota s Health Care Core Curriculum (HCCC) Sue Field DNP, RN, CNE (HealthForce Minnesota)
Minnesota s Health Care Core Curriculum (HCCC) Sue Field DNP, RN, CNE (HealthForce Minnesota) Participant Competencies At the end of this session the participant will: 1. Explain the benefits of the HCCC.
White Paper. Nurse Staffing and Patient Outcomes: Bridging Research into Evidenced-Based Practice
White Paper Nurse Staffing and Patient Outcomes: Bridging Research into Evidenced-Based Practice Nurse Staffing and Patient Outcomes: Bridging Research into Evidenced-Based Practice Abstract This paper
An Executive Primer To Customer Success Management
A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 An Executive Primer To Customer Success Management Table Of Contents We Live In A Subscription Economy Learn To Manage
