365 Days of Delivering Customer Service Excellence Defines Awards for Elite Organizations

STERLING, Va., Feb. 15 /PRNewswire/ -- Customer Relationship Metrics, LC (CRM) announces its Elite Customer Experience Award Winners for 2010.  Award winners have made a proven commitment to customer-centricity and consistently delivered elite performance throughout the year.

The winning organizations were measured on outstanding customer service in several categories including: Utility Provider of the Year; Product Support Provider of the Year; Agent of the Year; Team of the Year; Outsourced Center of the Year; In-house Contact Center of the Year and the Elite Customer Experience Award.  These organizations excel at transforming customer experience analytics into action.  

"It is with great pleasure that I congratulate these organizations for their exemplary performance and excellence in customer care," says Dr. Jodie Monger, CEO of CRM. "The frontline in leadership and management teams has engineered the service experience to be profitable for the organization, by highlighting the customer experience. Each has leveraged the customer intelligence from their customers to earn these awards.  CRM is proud to play its part in enabling the customers to speak."

The 2010 award winners and honorable mentions are:  

• Elite Customer Experience Award - Otter Tail Power Company; Honorable Mention - Portland General Electric
• Utility Provider of the Year - Otter Tail Power Company; Honorable Mention - Portland General Electric
• Product Support Provider of the Year - HP Home and Home Office Store; Honorable Mention - Black & Decker
• Agent of the Year - Joyce Sanders, Cincinnati Children's Hospital; Honorable Mention - Tracey Forbin of Cincinnati Children's Hospital
• Team of the Year - Mindy McDulin Team, Cincinnati Children's Hospital; Honorable Mention - Otter Tail Power Company- Team Name: Damian Reiter
• Outsourced Center of the Year – Michelin North America; Honorable Mention - Affiliated Computer Services (ACS) for the Commonwealth of Virginia, Family Access Medical Insurance Security Plan (VA FAMIS)
• In-house Contact Center of the Year – Michelin North America; Honorable Mention - Otter Tail Power Company

More than 230,000 real-time customer satisfaction evaluations (surveys) were analyzed by a CRM expert on the research and client services team.  Some of the award winners' highlights include: 16.7% reduction in repeat call volume; 5% reduction in customer attrition; reduced costs to acquire new customers; increased lifetime customer value and employee engagement.  

CRM is a multiple award winning firm specializing in maximizing the customer experience and improving the economics of internal and external relationships for more than 15 years. The application of empirical methods and the scientific analysis of customer perceptions have unlocked many mysteries associated with delivering elite customer experiences for their business partners.  

For more information, visit www.elitecxawards.com or contact Chief Spokesman, Jim Rembach, 336-288-8226.

SOURCE Customer Relationship Metrics, LC