CRMI Honors 34 Service Organizations for Delivering ‘World-Class’ Customer Service
6 Cited for Certification in Customer Experience Management Professional (CEMPRO)
2 Cited for Certification in Providing Employee Centric Work Environment (VoE)
2 Cited for NFSB Triple Crown Award Status – CXDNA Ultimate Ecosystem℠


—All have consistently exceeded customer expectations with highly engaged employees—

Chelmsford, MA: April 1, 2022 – Customer Relationship Management Institute LLC (CRMI) specialists in driving companies’ revenues and profits by implementing Customer Experience (CX) strategies that makes CX the most critical component of their DNA (CXDNA), announced that 34 service organizations have qualified to receive the NorthFace ScoreBoard Service Award 2021 for superior customer service, requiring a CSAT rating of 4.0 minimum or an equivalent rating system.

CRMI also recognized six (6) companies for engaging employees to meet the rigorous customer relationship training requirements needed for the NorthFace ScoreBoard CEMPRO Award 2021. The certified NFSB Customer Experience Management Professional (CEMPRO) award was established in 2010 to provide best-in-class training curricula for organizations who want to certify 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 with ninety-percent (90%) must achieve a minimum test score of eighty-percent (80%) within the calendar year.

CRMI also recognized two (2) companies who have created an employee centric work environment earning them the NorthFace ScoreBoard Voice of Employee award 2021. The award criteria is per Glassdoor five-point rating scale as rated by their employees. The NFSB Voice of Employee Award was established in 2020 to encourage companies to create an employee centric work environment, which includes career opportunities - competitive benefits program - competitive salary compensation - training to improve work skills - employee recognition and a balanced home-work life - that results in providing continuous superior customer experiences.

Lastly, CRMI recognized two (2) companies for the special NorthFace ScoreBoard Triple Crown Award 2021 (established in 2020) for those organizations that qualify for all three (3) NFSB Awards within a given calendar year. The NFSB Triple Crown Award tagline “CXDNA Ultimate Ecosystem℠” recognizes organizations that have achieved the world class excellence standards for all interactions with customers – partners – employees.

Now in its 22nd year, the NorthFace ScoreBoard Service (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 seven (7) 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 Summit criteria now extends to all NFSB awards.

“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. Each year thousands of companies, both domestic and international, are invited to apply for the NFSB Award. In 2021, more than 5000 companies were invited to participate in NFSB Award Program – the service audits included over 400 survey projects, many international in scope. CRMI conducts a review/confirmation of their clients CSAT/LSAT (customer satisfaction/loyalty recommend satisfaction) survey results and requires written verification of CSAT/LSAT survey results/processes by the company’s CX executive management. All NFSB certified CXDNA partners are required to review/confirm their clients CSAT/LSAT survey results/processes submit results to CRMI for approval. All approved CXDNA partner clients NFSB awards shall contain CXDNA partners logo and CRMI’s logo as a Co-branded NFSB Award.

CRMI methodology measures customer satisfaction with services and/or product satisfaction (features-reliability-cost of ownership-etc.) on a 5-point scale (or an equivalent rating system) in such services categories as technical support, field service, customer service, account management, professional services and other customer facing functions. The NFSB recipient 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 for service 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 highly engaged employees.”


2021 NFSB Service Award Recipients: NFSB Service Summit

Twenty-second-time recipients: Summit Status

  • Ultimate Kronos Group: Lowell, MA CRMI
  • Haemonetics Corporation: Braintree, MA Marketii – CXDNA Certified Partner

Twenty-first-time recipients: Summit Status

  • Zoll Medical Technical Services: Chelmsford, MA Marketii – CXDNA Certified Partner

Twentieth-time recipients: Summit Status

  • Alfa Wasserman LLC: West Coldwell, NJ Marketii – CXDNA Certified Partner

Nineteen-time recipients: Summit Status

  • Boston Scientific Corporation: Natick, MA Marketii – CXDNA Certified Partner

Eighteen-time recipients:

  • None

Seventeen-time recipients:

  • None

Sixteen-time recipients:

  • None

Fifteen-time recipients:

  • None

Fourteen-time recipients:

  • None

Thirteen-time recipients: Summit Status

  • ACIST Medical Systems Inc.; Eden Prairie, MN Marketii – CXDNA Certified Partner

Twelve-time recipients: Summit Status

  • NETSCOUT: Westford, MA Marketii – CXDNA Certified Partner

Eleven-time recipients: Summit Status

  • Diagnostica Stago Inc.: Parsippany, NJ Marketii – CXDNA Certified Partner
  • Wolters Kluwer Health, Learning, Research & Practice: Norwood, MA CRMI

Ten-time recipients: Summit Status

  • Broadcom Inc: Washington DC CRMI
  • Yaskawa America Inc: Waukegan, IL CRMI

Nine-time recipients: Summit Status

  • Avaya Inc: Santa Clara, CA CRMI
  • Nutanix Inc Support Services: San Jose, CA CRMI

Eight-time recipients: Summit Status

  • Hyland Software: San Mateo, CA CRMI

Seven-time recipients: Summit Status

  • Citrix Systems Inc: Ft. Lauderdale, FL CRMI
  • Fresenius Kabi USA LLC: Lake Zurich, IL CRMI
  • Wolters Kluwer Health Individual Member: Hagerstown, MD CRMI

Six-time recipients:

  • Rubrik Inc: Palo Alto, CA CRMI
  • Deltek Inc: Herndon, VA CRMI
  • Cohesity Inc: Santa Clara, CA CRMI

Five-time recipients:

  • Cengage Learning Inc: Independence, KY CRMI
  • Hologic Domestic Service: Marlborough, MA Marketii – CXDNA Certified Partner
  • Hologic Technical Service EMEA: Manchester, UK Marketii – CXDNA Certified Partner
  • InterVision Systems LLC: Chesterfield, MO Marketii – CXDNA Certified Partner
  • Nutanix Inc Consulting Services: San Jose, CA CRMI

Four-time recipients:

  • Braze Inc: New York, NY CRMI
  • Druva Inc: Sunnyvale, CA CRMI
  • Hologic Customer Support EMEA: Manchester, UK Marketii – CXDNA Certified Partner
  • REPLIGEN Corporation: Waltham, MA CRMI
  • Delinea: Washington DC CRMI

Three-time recipients:

  • Bracco: Spring Valley, CA Marketii – CXDNA Certified Partner

Two-time recipients:

  • DataStax Inc: Santa Clara, CA CRMI
  • Nasuni: Boston, MA CRMI
  • UiPath LLC: New York, NY CRMI

First-time recipients:

  • None


2021 NFSB CEMPRO Award Recipients: CXDNA Certified Professionals

First-time recipients:

  • None

Two-time recipients:

  • None

Three-time recipients:

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

Four-time recipients:

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

Five-time recipients:

  • Rubrik Inc: Palo Alto, CA

Six-time recipients: Summit Status

  • Fresenisus Kabi USA LLC: Lake Zurich, IL

2021 NFSB Voice of Employee Recipients: Certified Employee Centric Work Environment

First-time recipients:

  • Nutanix Inc Support Services: San Jose, CA
  • Yaskawa America Inc: Waukegan, IL

2020 NFSB Triple Crown Recipients: CXDNA Ultimate Ecosystem

First-time recipients:

  • None

Two-time recipients:

  • Nutanix Inc Support Services: San Jose, CA
  • Yaskawa America Inc: Waukegan, 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 providing consistently superior Customer Experience (CX) is the most critical component of a company’s’ DNA. Further, that consistently exceeding customers’ expectations long term builds customer loyalty which 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. Join thousands of like-minded CXDNA professionals eager to share their customer-employee strategy experiences.


For more information on how to qualify for the NorthFace ScoreBoard Triple Crown Award, visit or call (978) 710-3269 and ask for Diane Rivera,