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:
Haemonetics Corporation: Braintree, MA
Kronos Incorporated: Lowell, MA
ZOLL Medical: Chelmsford, MA
Alfa Wassermann, LLC: West Caldwell, NJ
Boston Scientific Corporation: Natick, MA
FLIR Surveillance Systems, Inc.: North Billerica, MA
KVH Industries, Inc.: Middletown, RI
MicroFocus: Newbury, Berkshire, United Kingdom
ACIST Medical Systems Inc.: Eden Prairie, MN
NETSCOUT: Westford, MA
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
CA Technologies: Islandia, NY
ERT: Philadelphia, PA
Mouser Electronics, Inc.: Mansfield, TX
Yaskawa America, Inc.: Waukegan, IL
Avaya Inc: Coppell, TX
Nutanix Inc Support Services: San Jose, CA
Alfresco Software Inc.: San Mateo, CA
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
Rubrik: Palo Alto, CA
Kongsberg Digital: Asker, Norway
Cohesity: Santa Clara, CA
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:
Rubrik, Inc.: Palo Alto, CA
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.
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.