CRMI Honors 35 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℠
200+ Cited for Special NFSB Covid-19 Certifications

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

Chelmsford, MA: April 1, 2021 – 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 35 service organizations have qualified to receive the NorthFace ScoreBoard Service Award 2020 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 2020. 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 requires the entire applicable CFG to receive the training and 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 (NFSB Voice of Employee) Glassdoor rating by their employees (5-point scale/ 5=High - 1=Low). The NorthFace ScoreBoard 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 employees providing continuous superior customer experiences.

CRMI also recognized two (2) companies for the special NorthFace ScoreBoard Triple Crown Award (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 and promoted employee centric work environment.

Lastly, CRMI has recognized 200+ companies with the special NorthFace ScoreBoard Covid-19 Certification to honor their contribution in the fight against this fatal virus. All recipients are listed in the Forbes Articles (Giacomo Tognini April 2020; Grace Chung May 2020) and may also apply for the NFSB Service Award. “We choose to recognize these companies as the volunteer army for the battle of COVID-19 via our NorthFace ScoreBoard Customer Service Excellence Award with an honorary NFSB COVID-19 certificate that will memorialize their contribution. Not since the great WWII has the United States and other countries seen a shift to make hand sanitizers, masks to ventilators. This is a time that will live in the history books and the NFSB COVID-19 Honorary Certificate will record those companies who contributed to winning this epic battle,” said John Alexander Maraganis, President/CEO of CRMI.

Now in its 21^st 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 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 300 projects, many international in scope. 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 certified CXDNA partners are required to review/confirm their clients CSAT 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.”

2020 NFSB CEMPRO Award Recipients: CXDNA Certified Professionals

First-time recipients:

• None

Two-time recipients:

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

Three-time recipients:

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

Four- time recipients:

• Rubrik Inc: Palo Alto, CA

Five- time recipients: Summit Status

• Fresenisus Kabi USA LLC: Lake Zurich, IL

2020 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:

• 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 www.CRMIREWARDS.com or call (978) 710-3269 and ask for Diane Rivera, drivera@crmirewards.com.