Omega, CRMI Announce CEMPRO Certification Audit Program for Customer Relationship Training of Frontline Employees


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Service organizations may now earn CEMPROSM certification for customer
relationship skills training programs delivered internally or by a third

BILLERICA, Mass.; Oct. 17, 2011 – The Omega Management Group Corp. (OMEGA),
specialists in driving companies’ revenues and profits by implementing
Customer Experience Management (CEM) strategies that increase customer
satisfaction and employee engagement; and its strategic education and
training partner, the Customer Relationship Management Institute (CRMI),
announced today that service organizations may now earn Certified CEM
Professional Program (CEMPROSM) certification for their training programs
designed to improve the customer relationship skills of their frontline

A first-of-its kind training program, CEMPRO certification demonstrates
mastery of best practices and uniform standards of excellence that apply to
training frontline employees in effective customer relationship skills.
CEMPRO certification establishes that qualifying internal or third-party
customer relationship training programs meet the demanding CEMPRO
certification criteria for frontline employees, which include those involved
in technical support, call center and help desk operations, field service,
professional services and other customer-facing groups.

Under the CEMPRO Certification Audit program, Omega and CRMI will review the
curriculum, course content and exam that comprise a service organization’s
existing frontline customer relationship skills training program and compare
these against the corresponding CEMPRO components. To receive CEMPRO
certification, all individuals within each frontline group must participate
in the training. Ninety percent (90%) of those in each frontline group must
complete the training and achieve a passing score of 80 percent (80%).

Those service organizations whose frontline groups become certified can use
the CEMPRO logo in all electronic and print media, such as websites,
business cards and service contracts. CEMPRO certification is valid for
three years, after which recertification is necessary. In addition, Omega
will provide an annual Report Card to the service organization that verifies
that the curriculum provided, and exam scores achieved, met the stringent
CEMPRO certification criteria. Further, the Report Card may also contain the
service organization’s audited customer satisfaction and loyalty survey
results for the calendar year in which CEMPRO certification was achieved.

“Virtually all companies today recognize that delivering a consistently
superior customer experience is absolutely essential in retaining customers
and acquiring new accounts,” said John Maraganis, founder, president and CEO
of Omega. “The service organization typically owns the customer experience
management process, so it is critical to make sure that frontline employees
develop strong customer relationship skills. Our CEMPRO Certification Audit
Program provides a benchmark for excellence in this area that gives service
organizations a valuable branding tool while raising the service awareness
and commitment, competence and operational practice of all front line

About Omega and the CEM Consortium
Since 1984, the Omega Management Group Corp. (OMEGA)
( has been a recognized expert in developing and
implementing customer experience management strategy (CEM) programs that
lead to increased product and service revenue and profits. Services include
customer and employee surveys, employee incentive programs, benchmark
research and analysis, key account retention strategies, win-back strategies
and marketing of customer satisfaction results to stakeholders.

Since 1999, Customer Relationship Management Institute (CRMI)
( has been a recognized expert in providing employee
training, recognition programs and empowerment services that create a
culture which raises the service awareness, commitment, competence and
operational practices of all employees. CRMI provides a wide range of
educational workshops designed to help organizations create a workplace
where employees are motivated and skilled, customer are valued and
relationships are maximized.

Since 1994, Anthony & Alexander Group, LLC (AAG) (
has been a recognized pioneer in developing and implementing CRM and CEM
strategies. AAG specializes in improving customer service operations and
service revenues/profits through our staff of proven service executives who
have held a position of Vice President of Customer Service/Support.

OMEGA, CRMI and AAG have formed a consortium for best practices in
developing a worldwide CEM Playbook Strategy. This consortium has its roots
as pioneers in the Customer Experience Management (CEM) and Customer
Relationship Management (CRM) marketplace. In the 1970s, the consortium
principals helped transform service operations from cost centers to profit
centers with the assistance of software technologies and service operation
best practices.

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respective owners.

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