External Quality Monitoring (EQM) is Customer Relationship Metrics’ most popular customer experience analytics program. The EQM program is a fully managed services program that combines survey calibration, real-time surveys and professional services.
Voice of the Customer; a catch phrase commonly uttered in offices around the globe. But what does it mean exactly? Where does it come from? How does a business decipher constructive (and valuable) feedback from noise? It is not uncommon to hear a manager say that you need to listen to the voice of the [...]