About Customer Relationship Metrics

/About Customer Relationship Metrics
About Customer Relationship Metrics 2016-12-05T15:14:31+00:00

Our customer experience research in contact centers began in the early 1990s at Purdue University. The beginning can be easily tracked to the lack of an adequate answer to the question asked of many contact center management teams – “how do you know you are providing good service?”

For over 20 years, we have worked to answer this question and create a fair Voice of the Customer performance management tool that creates buy-in and and action for contact center leaders. The business intelligence and ownership we deliver provides the answer to the question asked today by many contact center management teams – “what is the Best Thing to provide good service?”

Who Is Customer Relationship Metrics

Our mission is to help contact centers find the Best Thing from their voice of the customer data that will help them improve the customer experience and lower operating costs.
Relationships and Creativity. Building relationships with our customers and helping them to build better relationships with their customers by applying creative and forward-thinking solutions.
Results! We guarantee our work and promise you a risk-free decision.
We are dedicated to continuous learning. Developing our subject matter expertise creates a win for our customers. When you win so do we.

Our Skills

Survey Design 90
Data Analysis 95
Contact Center Operations 89
Persuasion Tactics 85

Team Leads

Dr. Jodie Monger
Dr. Jodie MongerPresident
Author,  speaker, founder and lead designer of data collection and predictive models. Inventor of post-call IVR surveying in contact centers. Dr. Jodie is on the Board of Trustees for Juniata College and is a Coach for the Juniata College Center for Entrepreneurial Leadership (JCEL)
Jim Rembach
Jim RembachSVP
Speaker, writer, and panel expert for the Customer Experience Professionals Association (CXPA). Jim is certified in Emotional Intelligence (EQ) and leads our marketing, sales, partner, and client on-boarding processes.
Vicki Nihart
Vicki NihartVP
Writer and Six Sigma Black Belt that leads our Client Services group. Vicki has an extensive contact center analytics background that she leverages for clients.

Our Clients