The Customer Relationship Management Institute (CRMI) fosters superior expertise in customer relationship management through learning and sharing. We provide the knowledge and services to create a customer-centric culture that will raise the awareness of, commitment to, and competence in customer experience management (CEM).
CRMI, an Omega Management Group company, develops and delivers online and in-person education programs, professional development services, CEMPRO℠ training and certification, and employee recognition and rewards programs.
Our programs focus on best practices in CEM, as well as customer and employee engagement, satisfaction, loyalty, and retention. From training curriculum to webcasts to live events, we teach the fundamentals of fully integrating CEM into an organization’s DNA, ensuring that every touch point exceeds customer expectations. Plus, our methodologies link CEM to ROI, so business leaders can clearly see the positive financial impact of their customer- and employee-centric business practices.
Meet the CRMI Executive Team
John has nurtured CRMI parent company Omega Management Group from a one-person startup to the dynamic, leading-edge company it is today. Using a proprietary strategy of "customer loyalty partnering," Omega has helped companies maximize sales and revenues by enabling their service organizations to exceed customer expectations, thus building highly profitable long-term customer relationships. John has steadily broadened the company's service offerings and industry expertise through the execution of a focused CEM strategy that is the cornerstone of every Omega program.
Prior to founding Omega, John was a principal and executive vice president of software development and customer services for The DATA Group, whose "fieldwatch" software was the first off-the-shelf service management software product for the service industry. DATA Group became the number one software supplier in its industry, and was successfully sold to NYNEX Corporation in 1985. John is a graduate of New Hampshire College and has served on the boards for the Association for Service Management International and the American Electronics Association.
Bill’s duties include designing and delivering CEM best practices workshops, plus CEMPRO employee loyalty, training and retention programs that result in the increasing customer satisfaction, employee retention, and profitability for CRMI clients. In addition to loyalty seminars, Bill has delivered numerous on-site soft-skills training programs for frontline managers and other supporting personnel at companies including Instron, Karl Storz, ABB Automation, Hologic, Thoratec, AccuSoft, Brenntag and Zildjiian.