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:

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

Eleven-time recipients:

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

Nine-time recipient:

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 or call (800) 711-5196 and ask for Diane Rivera.