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As we mentioned in Part 1, Customer Relationship Metrics has been collecting customer data and comments for more than sixteen years.   When we decided to step away from analysis about what customers are saying and consider why they are saying what they are saying, we uncovered new reasons for customer behaviors.  We previously took a…

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About Dr. Jodie Monger

Jodie Monger, Ph.D. is the president of Customer Relationship Metrics and a pioneer in voice of the customer research for the contact center industry. Before creating CRMetrics, she was the founding associate director of Purdue University's Center for Customer-Driven Quality.

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