The Only Experts and Authority on Contact Center Voice of the Customer Scorecards

With over 20 Years and counting, Customer Relations Metrics is the most complete and trusted High Performance VoC consultants in the contact center industry.


I Survey My Customers, but Where’s the ROI?

At Customer Relationship Metrics our VoC contact center consultants create solutions to help you discover the Best Thing you should do now to deliver more positive, memorable customer experiences that drive ROI and lower costs. If you want to start listening or need to convert your voice of the customer into the Best Thing you can do,  contact Jim at 336-288-8226.

Years of Service & Counting
Weekly Datapoints Analyzed
Startup Hours Saved
Seconds to Impact

Flexible Solutions: From Strategy to Development

Customer Relationship Metrics’ deep subject matter expertise in data science and contact center performance measurement lets you create High Performance Voice of the Customer solutions that are the Best Thing for you. These powerful options allow you to leverage what you need, when you need it. No two versions are the Best Thing for everyone.

Methodology and Approach: Designed with you in mind

Customer Relationship Metrics leverages proven methodologies and approaches, each with its own meaningful purpose. We listen to our clients and and find the Best Thing for them. Our solutions are generated out of collaborative design.

Rapid Implementation Method

The RIM methodology along with hosted tools allows us to do our work fast, with the least amount of disruption to your business!

Minimally Disruptive Method

Using the RIM and the MDM techniques in conjunction with each other, you will be able to experience more rapid returns on investment and increase the value of existing investments!

Our Process

Our process leverages a proven assessment and planning process framework, expertise and experience, while working with you to effectively and efficiently create actionable plans.


Those Are Just A Few Main Features, There Are Plenty More

  • Easy Implementation

  • No Software to Buy

  • No FTEs to hire

  • Pay Per Use

  • System Agnostic

  • Powerful Customizations

  • Managed Administration

  • Deep Subject Matter Expertise

  • Knowledge Transfer

  • Leading Practice Access

  • Free Updates

  • Multiple Program Discounts

  • Referral Discounts

  • Industry Recognition

  • Guaranteed Results


What Else? Full Report Integration

Need to consolidate reporting from disparate data sources to combine with VoC? No problem, Customer Relationship Metrics includes integration for 1000’s of data sources in the Voice of the Customer Performance Manager (VoCPM™). Our hosted reporting will allow your VoC data to shine.

Ridiculously Easy Setup

Many VoC solutions claim to have a quick setup, but leave you dealing with several IT issues. Who wants to do that? You sure don’t. Customer Relationship Metrics truly offers a quick, easy setup. Once we kick-off your project, within two weeks we’ll help you discover previously undetected insights in your data, performance, and reporting. It doesn’t get easier than that to find the Best Thing to do.


Tools: We Use Them. You Use Them?

Tools are the backbone of VoC data analysis for any consultant, and Customer Relationship Metrics uses a robust set. You can use them or not. If you would like to conduct additional ad hoc VoC analysis we will provide you access and training so you can have the freedom to play in your sea of Voice of the Customer data. You can have fun swimming or sit back while we do all of the work. The choice is yours.


Program Options: Finding the Best Thing

Customer Relations Metrics does not limit you to one VoC solution, you have options. From surveys to comment analysis, speech analytics to text analytics, VoC strategy consulting to VoC program management; you have choices. Do the Best Thing for now and know you can grow…


Surveys / Voice and Web


Entire Call Flow


The Next Level


Comments / Notes / Social


Targeted and Unique


Reliability and Usability


Beyond Customer-centric


KPIs / Goals / Predictive


Behavior driven / Persuasion based

Relationships: We Love Developing them, with You and for You.

We are dedicated to relationships. When you hire us, there is no need to worry about customer support. With over 20 years serving others, you have a risk-free decision with Customer Relationship Metrics. We guarantee it!

“This is the Best Relationship.”

“Our customer service area has multiple vendor relationships and CRM is by far the best. It’s really the relationship that they’ve built with us and it goes beyond the ordinary and expected. Our company emphasizes a total care management philosophy – right down to our contact center. CRM has both the expertise and the personality we are looking for to be an effective partner. They do more than anticipate our needs, they help anticipate our family’s and patient’s needs.”
– Chris Lah, Cincinnati Children’s Hospital

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