Dr. Ted Marra

leadership strategic leadership customer satisfaction customer innovation leadership team customer engagement customer experience value customer loyalty customer focus leadership development customer relationship management customer service culture customer centric competitive advantage market share profit complaint call center strategic thinking creation and delivery of value service excellence process strategy renewal service strategic customer relationship management complaints sensing systems agility resiliency business model excellence loyalty learning customer and stakeholder engagement crm it systems organisational capability vision competitiveness vision alignment people speed decision science risk decision intelligence optimal decisions doing the right things for the business unintended consequences front line quality inquiries organisational success cost of lost opportunity optimal decisions decision making balanced strategic management contact centers purpose stakeholder stakeholders key business objectives balanced scorecard organisation employee engagement change management analytical techniques causal modeling employee employee satisfaction profitable growth customer customer focus strategy profitable growth value innovation market share customer engagement profit market share financial marketing strategy systems call centers development sales customer contact training process effectiveness measures prevention root cause differentiation 7 sins of management cu relationships key performance indicators professor coach consultant author speaker strategic facilitator strategic thinker organizational mentor visionary hyper-decision making new generation balanced scorecard strategic concepts executives must know and use transformation adaptation leaders of tomorrow sensing processes strategic relationship strategies key drivers of performance critical success factors alignment principles of engagement deadly sins of management relationship mastery human performance excellence operational excellence