Category: News Release

CRMI and Marketii Honors 39 Companies for Delivering
‘World-Class’ Customer Service;
6 Cited for Certification in Employee Customer Relationship Training

– Recipients of CRMI and Marketii 2019
NorthFace ScoreBoard Award℠ and CRMI’s CEMPRO Award℠ have consistently
exceeded customers’ expectations with highly engaged employees –

Chelmsford, MA: May 21, 2020 – Customer Relationship Management Institute LLC (CRMI) specialists in driving companies’ revenues and profits by implementing Customer Experience (CX) strategies that increase customer satisfaction and employee engagement AND their strategic partner Market Intelligence International (Marketii) a leading customer satisfaction and service quality research and consulting firm announced today that 39 companies have qualified to receive the NorthFace ScoreBoard Award 2019 for superior customer service.

Also, CRMI recognized companies for engaging employees to meet the rigorous customer relationship training requirements needed for CEMPRO Award certification. The certified Customer Experience Management 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 (CFG) have mastered the skills needed to deliver consistently exceptional customer service. The award criteria require the entire applicable CFG to receive the training and 90% must achieve a minimum test score of 80% within the calendar year.

Now in its 20^th 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. Further, all NFSB recipients who have met the criteria of being a recipient for five (5) contiguous years shall receive special SUMMIT category with the number of contiguous years, denoted on their award, in their NFSB certification letter/deliverables and in their marketing rights.

“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 the critical component of their company’s DNA”, said John Alexander Maraganis, President & CEO of CRMI and Duncan Heal, CEO of Marketii. Each year thousands of companies, both domestic and international, are invited to apply for the NFSB Award. In 2019, more than 1000 companies were invited to participate in NFSB Audit Program – over 300 projects, many international in scope, were audited. CRMI conducts a review/confirmation of their clients CSAT survey results and requires written verification of CSAT survey results/processes by the company’s CX executive management. All NFSB strategic partners are required to review/confirm their clients CSAT survey results/processes submit results to CRMI for approval. All approved strategic partner clients NFSB awards shall contain strategic partners logo and CRMI’s logo as a Co-branded NFSB Award.

CRMI/Marketii 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, professional services and other customer facing functions. The 39 companies/business units 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/Heal said. “CRMI and Marketii defines ultra-customer loyalty as customers who continuously purchase from the same vendor – even though other choices may offer significantly better pricing – because the vendor consistently exceeds its customers’ expectations via team of highly engaged employees.”

CEMPRO Award 2019 Recipients: CRMI Employee Engagement Certified Customer Relationship Skills

First-time recipients:

• REPLIGEN Corporation: Waltham, MA
• Yaskawa America Inc: Waukegan, IL

Two-time recipients:

• Nutanix Inc Suppport Services: San Jose, CA
• Rapiscan Systems: Torrance, CA

Three- time recipients:

• Rubrik Inc: Palo Alto, CA

Four- time recipients:

• Fresenisus Kabi USA LLC: Lake Zurich, IL

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

About CRMI:

Since 1999, Customer Relationship Management Institute LLC (CRMI) has promoted that CX is the most critical component of company’s’ DNA. Further, that consistently exceeding customers’ expectations builds customer loyalty and requires competent-engaged employees. As a membership-based resource, we provide “One-Stop shopping” for “everything CX”. Whether you are new to CX strategies or a veteran CXDNA practitioner, you will join thousands of like-minded professionals eager to share their CX experiences.

About Marketii:

Market Intelligence International (Marketii London-Boston) is a leading international market research company that specialises and dedicates itself to helping companies increase customer satisfaction and loyalty whilst improving operational efficiency and service quality. We work with many global organisations such as HP, Dyson, Toshiba and help them better understand their customers’ needs and wants before turning this valuable feedback into real time reporting, detailed analysis and consulting. We conduct telephone and e-mail market research studies in 25+ languages across the globe.

For more information on how to qualify for the NorthFace ScoreBoard Award – CEMPRO Award, visit www.CRMIREWARDS.com or call (978) 710-3269 and ask for Diane Rivera, drivera@crmirewards.com.

Chelmsford, MA: January 30, 2020, – Customer Relationship Management Institute LLC (CRMI), specialists in driving companies’ revenues and profits by implementing Customer Experience (CX) strategies that increase customer satisfaction and employee engagement, announced today that its NorthFace ScoreBoard Award for superior customer service will add its Summit-class for those organizations who have minimally been NFSB recipients for 5 consecutive years – Implemented formal CXDNA Playbook Strategy – Implemented annual Employee Engagement softskills training.

Now in its 20th 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. In 2019, more than 90 companies participated in NFSB Audit Program – over 500 projects, many international in scope, were audited. CRMI conducts a review/confirmation of CSAT survey process/results and requires written verification of CSAT survey process/results by the company’s CX executive management. The majority of NFSB award companies are repeat recipients, which confirms that investing in a CX strategy is a reliable, proven way to achieve business success.

CRMI is pleased to announce the new NFSB Award Summit status recognizing those organizations who have met the following criteria:

• NFSB Award recipient – 5 minimum consecutive years
• Implemented formal CXDNA Playbook Strategy with annual review
• Implemented annual Employee Engagement softskills training

The NFSB Summit Award annually features the number of years, on top of Mount Everest Summit, that the summit status has been achieved. A special press release to the leading CXDNA media outlets and special stakeholder’s communication services are included in the summit services.

Customers of Service Strategies Corp can qualify to receive the NorthFace ScoreBoard Award? (NFSB) for customer service excellence and customers of CRMI can qualify to receive Service Capability & Performance (SCP) certification for meeting service performance standards.

Boston; San Diego; October 1, 2019 – The customers of Customer Relationship Management Institute LLC (CRMI) (www.crmirewards.com/), specialists in implementing Customer Experience Management (CEM) strategies; and customers of Service Strategies Corp (SSC) (http://servicestrategies.com/), a leading provider of service improvement programs, now have the opportunity to earn both CRMI’s NFSB Award and SSC’s Service Capability & Performance (SCP) standard certification. This unique strategic partnership combines two leading pioneers (35 + years) in the customer service industry that specialize in helping service organizations worldwide deliver world-class service.

SSC’s customers who meet the criteria for measuring customer service / loyalty will be eligible to receive CRMI’s prestigious NFSB Award, which has been presented annually since 2000 to top performing service organizations. Recipients have included companies such as Avaya Inc., Acist, Alpha Wasserman, Alfresco Software Inc., Analog Corp., Boston Scientific, Bruker BioSpin, Citrix, Cohesity Inc., Corning Optical, CA Technologies, Deltek, Diagnostic Stago, ERT, EMC, Flir Systems, Hologic Inc., Haemonetics, Hewlett – Packard, Illumina, IBM Companies, KVH, Kronos, Masimo, Mouser Electronics, Micro Focus, Nutanix Inc, NetScout, Oracle, Pitney Bowes, Rubrik, Sony, Veritas Technologies, Wolters – Kluwer, Yaskawa America Inc.,  Zeus Industries, Zoll Medical and many others.

The NFSB award program has become the service industry’s recognized benchmark because it is the first award for customer service excellence voted exclusively by the recipient’s own customers. The NFSB proprietary methodology measures customer satisfaction / loyalty levels on a 5-point scale (or equivalent) throughout the calendar year in such categories as technical support, field service, customer service, professional services, self service, account management and other areas. Those organizations that utilize NPS rating are also eligible and have been recipients of the NFSB Award.

Under this strategic partnership, SSC is making available to CRMI’s customers, their Service Operations HealthCheck Snapshot program. The program provides a snapshot review of an organization’s performance with recommendations for areas of improvement. The world’s leading service providers, including industry leaders such as Advent Software Inc., Epicor Software Corp. and many others have certified their operations against SSC Service Capability & Performance (SCP) Standards (http://servicestrategies.com/scpstandards/). The HealthCheck Snapshot program provides a snapshot view of how companies may compare against these standards.

CRMI is making available to SSC’s customers their NFSB Quiz which provides a prelimary CX review to determine if an organization qualifies for the NFSB Award.

“Today’s service executives face three key objectives: the need to develop strategic goals, improve operational efficiencies and drive world class levels of performance, said John Hamilton, president of Service Strategies Corp. CRMI’s CXDNA Playbook Strategy supports and drives these three objectives. The NFSB Award provides service executives independent 3rd party review of the success of their company’s CX strategy, which is critical in achieving their key objectives.

“The NorthFace ScoreBoard Award recognizes organizations (since 2000) that makes continuously exceeding customers’ expectations the most critical component of their company’s DNA,” said John Alexander Maraganis, president & CEO of CRMI. Service Strategies Corp shares this vision, and their SCP standards are an integral component of any world-class CX strategy.”

Additionally, customers from both organizations may receive the industry’s unique co-branded NFSB Award (CRMI for superior customer service and SSC for superior support operations) with use of the award – logo – taglines and marketing rights in all print and electronic media.

About Customer Relationship Management Institute LLC (CRMI)

Since, 2000, CRMI has been a recognized expert in developing and implementing customer and employee engagement management strategies (CEM) programs that drive product / service revenue and profits. Services include CXDNA Playbook Strategy Audits, CEMPRO Award, NFSB Award, softskills on-line training, customer –  employee surveys, employee engagement strategies employee recognition / reward programs, benchmark research, CX Analytics, key account retention strategies, win-back analysis, and marketing CX results to stakeholders. In addition, thousands of CX professionals have received certified training in CXDNA Playbook Strategy thru CEMPRO-Advocate and CEMPRO-CFG training. Visit www.crmirewards.com or email driveria@crmirewards.com

About Service Strategies Corp

Service Strategies Corp advances service excellence by helping companies deliver the highest quality service and support to their clients. The world’s leading service providers have adopted Service Capability & Performance (SCP) Standards as their roadmap to service excellence and benchmark measure of success. In addition, thousands of service professionals around the world have enhanced their skills through participation in the company’s training and certification courses, while its strategic advisory and consulting services are helping service organizations optimize business operations and achieve substantial performance gains. For more information about SSC success, www.servicestrategies.com or email info@servicestrategies.com (mail: info@servicestrategies.com) .

CRMI Honors 35 Companies for Delivering ‘World-Class’ Customer Service; 3 Cited for Certification in Employee Customer Relationship Training

-Recipients of CRMI’s 2018 NorthFace ScoreBoard Award? and CEMPRO Award? have consistently exceeded customers’ expectations with highly engaged employees-

Chelmsford, MA: April 30, 2019, – Customer Relationship Management Institute LLC (CRMI), specialists in driving companies’ revenues and profits by implementing Customer Experience (CX) strategies that increase customer satisfaction and employee engagement, announced today that 35 companies have qualified to receive its NorthFace ScoreBoard Award 2018 for superior customer service.

Also, CRMI recognized 3 companies for meeting the rigorous employee customer relationship training requirements needed for CEMPRO Award 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 (CFG) have mastered the skills needed to deliver consistently exceptional customer service. The award criteria requires the entire applicable CFG to receive the training and 90% must achieve a minimum test score of 80% within a calendar year.

Now in its 19th 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. In 2018, more than 1000 companies were invited to participate in NFSB Audit Program – over 300 projects, many international in scope, were audited. CRMI conducts a review/confirmation of CSAT survey results and requires written verification of CSAT survey results by the company’s CX executive management. The majority of NFSB award and CEMPRO award companies are repeat recipients, which confirms that investing in 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 35 companies 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 vendor – even though other choices may offer significantly better pricing – because the vendor consistently exceeds its customers’ expectations via team of engaged employees.”

CRMI will formally present the NFSB and CEMPRO awards to recipients during ceremonies at its SCORE Conference 2019, scheduled to be held at the Seaport Boston Hotel & World Trade Center during Q4. Now in its 19th 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 Award 2018 Recipients:

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

Eighteen-time recipients:
ZOLL Medical Technical Service: Chelmsford, MA

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

Sixteen-time recipients:
Boston Scientific Corporation: Natick, MA

Fifteen-time recipients:
None

Fourteen-time recipients:
KVH Industries Inc: Middletown, RI

Thirteen-time recipients:
None

Twelve-time recipients:
None

Eleven-time recipients:
None

Ten-time recipients:
ACIST Medical Systems Inc: Eden Prairie, MN

Nine-time recipients:
NETSCOUT: Westford, MA

Eight-time recipients:
Diagnostica Stago Inc: Parsippany, NJ
Pitney Bowes Software, Worldwide Software Support: Troy, NY
Wolters Kluwer Health, Learning, Research & Practice: Norwood, MA
Wolters Kluwer – UpToDate: Waltham, MA
ZOLL Medical Customer Support: Chelmsford, MA

Seven-time recipients:
Broadcom Inc: Washington DC
ERT: Philadelphia, PA
Yaskawa America Inc: Waukegan, IL

Six-time recipients:
Avaya Inc: Coppell, TX
Illumina Service: San Diego, CA
Nutanix Inc Support Services: San Jose, CA

Five-time recipients:
Alfresco Software Inc: San Mateo, CA

Four-time recipients:
Bruker BioSpin Group: Billerica, MA
Citrix Systems Inc: Ft. Lauderdale, FL
Deltek Inc: Herndon, VA
Fresenius Kabi USA LLC: Lake Zurich, IL
Wolters Kluwer Health Individual Member: Hagerstown, MD

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

Two-time recipients:
Cengage Learning Inc: Independence, KY
Corning Optical Communications LLC: Hickory, NC
Hologic Domestic Customer Support: Marlborough, MA
Hologic Domestic Service: 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

First-time recipients:
Braze Inc: New York, NY
Druva Inc: Sunnyvale, CA
Hologic Customer Support EMEA: Manchester, UK
Illumina Technical Support: San Diego, CA
REPLIGEN Corporation: Waltham, MA
Thycotic Software Inc: Washington DC

CEMPRO Award 2018 Recipients:

First-time recipients:
Rapiscan Systems: Torrance, CA

Second- time recipients:
Rubrik Inc: Palo Alto, CA

Third- time recipients:
Fresenisus Kabi USA LLC: Lake Zurich, IL

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

About CRMI

Since 1999, the Customer Relationship Management Institute LLC (CRMI) has promoted that CX is the most critical component of company’s’ DNA. Further, that consistently exceeding customers’ expectations builds customer loyalty and requires competent-engaged employees. As a membership-based resource, we provide “One-Stop Shop” for “everything CX”. Whether you are new to CX strategies or a veteran practitioner, you will join thousands of like-minded professionals eager to share their CX experiences.

For more information on how to qualify for the NorthFace ScoreBoard Award – CEMPRO Award or to attend SCORE Conference 2019, visit www.CRMIREWARDS.com or call (978) 710-3269 and ask for Diane Rivera, drivera@crmirewards.com.

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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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.