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