Customer Relationship Metrics (CRM) is a provider of Managed Business Intelligence Services.

We collect, analyze, and create actionable insights from unstructured conversations, customer comments, customer experience data, and operational data.

Our SaaS-based systems, combined with our academic-level research methods, enable our clients to uncover otherwise hidden opportunities to improve service, sales, collections, customer retention, service recovery, and process failures.

CRM provides turnkey programs that fill the rapidly growing call center analytics skills and needs gap. CRM provides manpower and tools to address your Customer Experience Analytics, Speech Analytics, and Operational Analytics needs. We can help you unlock your performance potential and reduce your data frustrations.

CRM possesses a deep expertise in call centers and has been recognized by several Analysts as call center industry thought leaders. As the inventors of post-call surveys in call centers, the multi award-winning External Quality Monitoring (EQM) program; delivers Customer Experience Analytics that drive call center best practices, and unlock the human capital and competitive potential for call centers.  

To deliver relevant Business Intelligence to support our business partners in their journey to Elite performance we build each program based on a proven set of solution frameworks that have been continually enhanced for over 20 years. The savings and returns experienced by our business partners is a result of using our multiple-award winning know-how, hosted data collection solutions, hosted reporting tools, and training, setting them apart from their competition.