About

A Few Words About Us

For me, the application of customer experience research science and dealing with big data in contact centers began in the early 1990s while at Purdue University. It is still the focus of the work we do at Customer Relationship Metrics. 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?” The telephone system metrics were easily quantified but there was no answer about service from the customer perspective.

For close to 20 years, I have worked to bring consumer behavior insights and provide predictive analysis to our clients using structured and unstructured data. The business intelligence we deliver provides the knowledge that CRM software is missing. Even back then, contact centers had customer experience data problems and today with more interaction types and the explosion of mobile, data problems are reaching debilitating levels for many organizations. I love what I do and the need for it grows daily. How great is that?!

The clients who Customer Relationship Metrics have served over the past decades have provided many opportunities for me to conduct research that has advanced the level of the customer experience. To all of the clients who have engaged us over the years, we thank you for including our advisory services among your most valued management tools.

To those of you yet to become clients, keep in mind software will not fix your data problems. In fact, it most often makes it worse. We promise we can help you and “we” back it up with our risk-free 2-10 Guarantee. Register for your complimentary assessment today.

Why Choose Us

Over 20 years of making customer experience data science consumable for everyone

While our job “is” harder than rocket science, we excel at taking very complex data science and analysis practices and converting the findings that are actionable. We also take a targeted and academic approach that prevents data over-kill, more is rarely better. We take a value-based approach, with you in mind.

The Best Academic Methods and People

Getting value out of your customer experience data is not about technology. It’s not.

Despite what you may have been told, academic principles and people make the difference in the ultimate value. We hire the best and brightest and give them the opportunity to work on varied and multiple data projects. This enables for skill enhancement that is only possible from an academic-founded consultancy like ours.