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CRMI Honors 38 Companies for Delivering ‘World-Class’ Customer Service; 3 Cited for Certification in Employee Customer Relationship Training

Recipients of CRMI’s 2017 NorthFace ScoreBoard Award℠ have consistently exceeded customer expectations.  CEMPRO—certified customer relationship training recipients also recognized.

NORTH BILLERICA, Mass.; March 30, 2018 – Customer Relationship Management Institute LLC (CRMI), specialists in driving companies’ revenues and profits by implementing Customer Experience (CX) strategies that increase customer and employee satisfaction, announced today that 38 companies have qualified to receive its NorthFace ScoreBoard Award for 2017. CRMI also recognized 3 organizations for meeting the rigorous employee customer relationship training requirements needed for CEMPRO℠ certification. The Certified CEM Professional (CEMPRO) program was established in 2010 to provide best-in-class training curricula for organizations who want to ensure that their customer-facing groups have mastered the skills needed to deliver consistently exceptional customer service.

Now in its 18th year, the NorthFace ScoreBoard (NFSB) award is presented annually to companies who, as rated solely by their own customers, achieved excellence in customer service during the calendar year.

“The NorthFace ScoreBoard Award is widely recognized as the most prestigious award for customer service excellence due to its unique customer only vote criteria. The award recognizes organizations that not only offer exemplary customer service but those who have chosen to make their CX Strategy a key component of their company’s DNA”, said John Alexander Maraganis, president & CEO of CRMI. Each year thousands of companies, both domestic and international, are invited to apply for the NFSB Award. The NFSB award audit criteria includes providing CSAT survey results for the calendar year. CRMI conducts a review/confirmation of CSAT survey results and requires written verification of CSAT survey results by the company’s executive management. The majority of NFSB award companies are repeat recipients, which shows that investing in implementing a CX strategy is a reliable, proven way to achieve business success.

CRMI methodology measures customer satisfaction with services on a 5-point scale (or an equivalent rating system) in such categories as technical support, field service, customer service, account management and professional services. The 38 recipients are companies who, based solely on CSAT survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0 or an equivalent rating system.

Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception in 2000 as the only objective benchmark for excellence in customer service,” Maraganis said. “CRMI defines ultra-customer loyalty as customers who continuously purchase from the same company — even though other choices may offer significantly better pricing – because the company consistently exceeds its customers’ expectations.”

CRMI research indicates that companies that consistently achieve a 4.0 rating or above have reached the “Loyalty Zone.” This means they have succeeded in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.

CRMI will formally present the NFSB and CEMPRO awards to recipients during ceremonies at its SCORE Conference 2018, being held at the Seaport Boston Hotel & World Trade Center during Q4. Now in its 16th year, SCORE remains the only event in the customer service industry focused on CX best practices to acquire, retain, grow and win-back customers. SCORE speakers also explain how CX principles can be applied to customer-facing operations such as contact centers, field service, professional services, help desks and technical support. Thousands of service, support, sales, marketing and human resources executives from the country’s leading firms have attended the past conferences.

 

NFSB 2017 Recipients:

Eighteen-time recipients:
Haemonetics Corporation: Braintree, MA
Kronos Incorporated: Lowell, MA

Seventeen-time recipients:
ZOLL Medical: Chelmsford, MA

Sixteen-time recipients:
Alfa Wassermann, LLC: West Caldwell, NJ

Fifteen-time recipients:
Boston Scientific Corporation: Natick, MA
FLIR Surveillance Systems, Inc.: North Billerica, MA

Fourteen-time recipients:
None

Thirteen-time recipients:
KVH Industries, Inc.: Middletown, RI

Twelve-time recipients:
None

Eleven-time recipient:
MicroFocus: Newbury, Berkshire, United Kingdom

Ten-time recipient:
None

Nine-time recipient:
ACIST Medical Systems Inc.: Eden Prairie, MN

Eight-time recipient:
NETSCOUT: Westford, MA

Seven-time recipients:
Diagnostica Stago, Inc.: Parsippany, NJ
Masimo Corporation: Irvine, CA
Pitney Bowes Software, Worldwide Software Support: Troy, NY
Wolters Kluwer Health, Learning, Research & Practice: Norwood, MA
Wolters Kluwer Health — UpToDate: Waltham, MA

Six-time recipients
CA Technologies: Islandia, NY
ERT: Philadelphia, PA
Mouser Electronics, Inc.: Mansfield, TX
Yaskawa America, Inc.: Waukegan, IL

Five-time recipients:
Avaya Inc: Coppell, TX
Nutanix Inc Support Services: San Jose, CA

Four-time recipients:
Alfresco Software Inc.: San Mateo, CA

Three-time recipients:
Bruker BioSpin Group: Billerica, MA
Citrix Systems, Inc.: Ft. Lauderdale, FL
Deltek: Herndon, VA
Fresenius Kabi USA LLC: Lake Zurich, IL
Onepath (Internet & Telephone): North Andover, MA
Wolters Kluwer Health: Hagerstown, MD

Two-time recipients:
Rubrik: Palo Alto, CA
Kongsberg Digital: Asker, Norway
Cohesity: Santa Clara, CA

First-time recipients:
Cengage: Independence, KY
Corning Optical Communications LLC: Hickory, NC
Hologic Diagnostic: Marlborough, MA
Hologic Technical Service EMEA: Manchester, UK
InterVision Systems LLC: Chesterfield, MO
Nutanix Inc Consulting Services: San Jose, CA
Veritas Technologies LLC: Santa Clara, CA
Zeus Industrial Products Inc: Orangeburg, NC

CEMPRO Award 2017 Recipients:

First-time recipient:
Rubrik, Inc.: Palo Alto, CA

Second-time recipients:
Diagnostica Stago: Parsippany, NJ
Fresenisus-Kabi USA LLC: Lake Zurich, IL

 

Note to Editors: City and state denotes either company headquarters or principal location where CEM strategy work was conducted.

 

About CRMI

Since 1999, the Customer Relationship Management Institute LLC (CRMI) is a membership based resource that is intended to be “One-Stop” Shop for “everything CX”. Whether you are new to CX strategies or a vetran practioner, you will join thousands of like-minded professionals eager to share their experiences.

For more information on how to qualify for the NorthFace ScoreBoard Award or to attend SCORE Conference 2018, visit www.CRMIREWARDS.com or call (800) 711-5196 and ask for Diane Rivera.

 

Customer Relationship Management Institute LLC (CRMI) provides one-stop shopping for business professionals and tech vendors devoted to customer experience (CX) management strategy

NORTH BILLERICA, Mass.; May 8, 2017 – The Customer Relationship Management Institute LLC (CRMI), announced today that is has completed the transition to a membership-based organization dedicated to providing a single point of contact for “All Things CX,” recognizing the growing influence of customer experience (CX) management as a critical business strategy in virtually all industries and business sectors.

CRMI has established a new website – http://www.crmirewards.com – where prospective members and technology vendors/service providers targeting the multi-billion dollar CX marketplace can become members and sponsors, respectively. Content categories include Trending in CX (market research and industry news); CX Marketplace, (a directory of CX technologies, blogs, articles, white papers, webcasts, speakers, etc.); Member Services (individual and corporate memberships, training & certification); Events & Courses (directory of CX events and courses), Partners (vendor sponsors) and more. Visitors also can register to receive the new monthly newsletter, CX Playbook Strategy Review. Soon the site will offer a CX Technologies Lab, where members can “test drive” software offered by sponsoring vendors who have proof of earning superior customer service ratings.

“This is the Age of CX,” said John Maraganis, president and CEO of CRMI and Omega. “Delivering a consistently superior customer experience has become table stakes. CRMI has championed that concept since its founding in 1999, and now – as CX becomes a strategic imperative for more and more companies – is taking its mission to a new level.”

CRMI is projecting 15,000 individual members in 2017 and 40,000 members by 2018. Individual membership is free, while fees for corporate membership provides access to more detailed and comprehensive CX information resources.

CRMI continues to provide a wide range of employee engagement services, educational workshops, and employee reward programs designed to help organizations create a workplace where employees are motivated and skilled, customers are valued and relationships are maximized. CRMI’s employee loyalty services include employee incentive and training programs, specifically the Certified CEM Professional (CEMPRO℠) curriculum and award.

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All products, services and company names are the property of their respective owners.

CRMI Honors 37 Companies for Delivering ‘World-Class’ Customer Service; 2 Cited for Certification in Employee Training

Recipients of a CRMI 2016 NorthFace ScoreBoard Award℠ consistently exceeded customer expectations.  CEMPRO–certified customer relationship training recipients also recognized.

NORTH BILLERICA, Mass.; March 16, 2017 – Customer Relationship Management Institute LLC (CRMI), specialists in driving companies’ revenues and profits by implementing Customer Experience Management (CEM) strategies that increase customer and employee satisfaction, announced today that 37 companies have qualified to receive its NorthFace ScoreBoard ℠ for 2016. CRMI also recognized two organizations for meeting the rigorous employee customer relationship training requirements needed for CEMPRO℠ certification.

Now in its 17th year, the NorthFace ScoreBoard (NFSB) award is presented annually to companies who, as rated solely by their own customers, achieved excellence in customer satisfaction and loyalty during the prior calendar year.
The Certified CEM Professional (CEMPRO) program was established in 2010 to provide best-in-class training curricula for organizations who want to ensure that their customer-facing groups have mastered the skills needed to deliver consistently exceptional

“The NorthFace ScoreBoard Award recognizes organizations who not only offer exemplary customer service, but who also center their existence on a deep commitment to exceeding customer expectations,” said John Alexander Maraganis, president & CEO of CRMI. “In 2016, more than 290 projects, many international in scope, were audited from 80 companies based in the U.S. and abroad. The majority of companies are repeat recipients, which shows that, despite the changing economy, implementing a CEM strategy is a reliable, proven way to achieve business success.”

CRMI methodology measures customer satisfaction and loyalty levels on a 5-point scale (or equivalent) at least four times during the year in such categories as technical support, field service, customer service and account management. The 37 recipients are companies who, based solely on survey responses from their own customers, achieved a 4.0 or above out of a possible 5.0 or equivalent.

“Due to its unique ‘customer-only vote’ criteria, the NorthFace ScoreBoard Award has been viewed from its inception in 2000 as the only objective benchmark for excellence in customer service,” Maraganis said. “CRMI defines ultra customer loyalty as customers who continuously purchase from the same company — even though other choices may offer significantly better pricing – because the company consistently exceeds its customers’ expectations.”

CRMI research indicates that companies that consistently achieve a 4.0 rating or above have reached the “Loyalty Zone.” This means they have succeeded in locking in profitable, long-term customer relationships, and this significantly raises the bar on their competitors.

CRMI will formally present the NFSB and CEMPRO awards to recipients during ceremonies on September 26 at its SCORE Conference 2017, being held at the Seaport Boston Hotel & World Trade Center from November 1-2. Now in its 15th year, SCORE remains the only event in the customer service industry focused on CEM best practices to acquire, retain, grow and win-back customers. SCORE speakers also explain how CEM principles can be applied to customer-facing operations such as contact centers, field service, professional services, help desks and technical support. Hundreds of service, support, sales, marketing and human resources executives from the country’s leading firms attend the conference each year.

 

NFSB 2016 Recipients:

Seventeen-time recipients:
Haemonetics Corporation; Braintree, MA
Kronos Incorporated; Chelmsford, MA

Sixteen-time recipients:
ZOLL Medical Eisan, Chelmsford, MA

Fifteen-time recipients:
Alfa Wassermann, LLC; West Caldwell, NJ

Fourteen-time recipients:
Boston Scientific Corporation; Natick, MA
FLIR Surveillance Systems, Inc.; North Billerica, MA

Thirteen-time recipients:
None

Twelve-time recipients:
KVH Industries, Inc.; Middletown, RI

Eleven-time recipients:
None

Ten-time recipient:
MicroFocus; Newbury, Berkshire, United Kingdom

Nine-time recipient:
None

Eight-time recipient:
ACIST Medical Systems, Inc.; Eden Prairie, MN

Seven-time recipient:
NETSCOUT; Westford, MA

Six-time recipients:
Accuray Incorporated; Sunnyvale, CA
Diagnostica Stago, Inc.; Parsippany, NJ
Masimo Corporation; Irvine, CA
Pitney Bowes, Inc., Worldwide Software Support; Troy, NY
Wolters Kluwer Health Learning Research Practice; Norwood, MA
Wolters Kluwer Health — UpToDate; Waltham, MA

Five-time recipients
CA Technologies; Islandia, NY
ERT; Philadelphia, PA
Mouser Electronics, Inc.; Mansfield, TX
Yaskawa America, Inc.; Waukegan, IL

Four-time recipients:
Avaya Inc; Santa Clara, CA
Illumina, Inc; San Diego, CA
Metalogix Software US, Inc.; Washington, D.C.
Nutanix; San Jose, CA

Three-time recipients:
Alfresco Software Inc.; San Mateo, CA
Service Strategies Corporation; San Diego, CA

Two-time recipients:
Bruker BioSpin Group; Billerica, MA
Citrix Systems, Inc.; Ft. Lauderdale, FL
Deltek; Herndon, VA
Fresenius Kabi USA LLC; Lake Zurich, IL
Haemonetics Plasma; Braintree, MA
Internet & Telephone, Methuen, MA
OpenLink; Uniondale, NY
Wolters Kluwer Health Learning, Research & Practice, Individual Member Care; Hagerstown, MD

First-time recipients:
Helmer Scientific; Noblesville, IN
Rubrik; Palo Alto, CA
Kongsberg Digital; Asker, Norway
Cohesity; Santa Clara, CA

CEMPRO 2016 Recipients:

First-time recipient:
Diagnostica Stago, Inc.; Parsippany, NJ

First-time recipient:
Fresenius Kabi USA LLC; Lake Zurich, IL

 

Note to Editors: City and state denotes either company headquarters or principal location where CEM strategy work was conducted.

 

About CRMI

Since 1999, the Customer Relationship Management Institute LLC (CRMI) is a membership based resource that is intended to be “One-Stop” Shop for “everything CX”. Whether you are new to CX strategies or a vetran practioner, you will join thousands of like-minded professionals eager to share their experiences.

For more information on how to qualify for the NorthFace ScoreBoard Award or to attend SCORE Conference 2017, visit www.CRMIREWARDS.com or call (800) 711-5196 and ask for Diane Rivera.