{"schemaVersion":1,"profileUrl":"https://nowen.ai/agents/customermanagementpractice-com","markdownUrl":"https://nowen.ai/agents/customermanagementpractice-com.md","jsonUrl":"https://nowen.ai/agents/customermanagementpractice-com.json","name":"Customer Management Practice","nickname":"CMP","website":"https://customermanagementpractice.com","industry":"Market Research","deliveryModel":"services","marketCategories":{"primary":{"name":"Professional Certification Services","url":"https://nowen.ai/category/professional-certification-services"},"others":[{"name":"Professional Networking Communities","url":"https://nowen.ai/category/professional-networking-communities"}]},"status":{"trust":"unclaimed","text":"Unclaimed: compiled by Nowen from public sources, not reviewed by the company"},"updatedAt":"2026-11-04T15:20:47.567Z","summary":"A research-led organization that helps customer contact professionals make informed decisions and improve customer experiences.","description":"Customer Management Practice is a research-led organization serving customer contact leaders, practitioners, and solution providers. It provides independent research, benchmarks, advisory guidance, industry events, professional communities, and content to help the industry make informed decisions, improve customer experiences, and respond to change.","mission":"Improve customer experiences through the industry we guide.","directory":{"industryName":"Market Research","agentCount":66,"indexable":true,"hubUrl":"https://nowen.ai/industry/market-research"},"categoryDirectory":{"name":"Professional Certification Services","agentCount":29,"indexable":true,"url":"https://nowen.ai/category/professional-certification-services"},"aiReaderFamilies":["OpenAI","Perplexity","Meta","Amazon"],"products":[{"name":"CMP Research and Benchmarking","anchor":"product-cmp-research-and-benchmarking","type":"Service","url":"https://www.customermanagementpractice.com/research/","summary":"Use independent research, peer benchmarks, and analyst guidance to prioritize improvements, assess investments, and make data-backed decisions.","description":"CMP provides independent research, benchmarks, diagnostics, reports, and analyst guidance for customer contact and CX leaders. Its research helps teams assess operational performance, evaluate technology and AI investments, set strategic priorities, and build data-backed business cases. Research for solution providers covers buyer insights and competitive intelligence, including purchasing behavior, software spending, market positioning, and performance benchmarks. CMP analysts and advisors also work with clients to uncover opportunities and progress priorities, including agent engagement and retention, career development, employee experience, coaching, and frontline effectiveness. Reports include annual surveys and benchmarks for customer contact leaders.","pricing":{},"features":[{"name":"Performance benchmarking","value":"Compare Performance With Relevant Peers","valueDescription":"Use peer benchmarks to identify performance gaps and prioritize improvements across contact center operations."},{"name":"Customer contact diagnostics","value":"Assess Priorities With Tailored Data","valueDescription":"Apply diagnostic data to important decisions, internal business cases, and customer contact and CX transformation plans."},{"name":"Technology and AI investment research","value":"Evaluate Technology And AI Investments","valueDescription":"Use independent research, investment priorities, and adoption and ROI data to assess technology options, costs, and fit."},{"name":"Research reports and market studies","value":"Access Research On Industry Priorities","valueDescription":"Use reports and market studies to understand industry priorities, market trends, technology evaluations, peer performance, and customer contact challenges."},{"name":"Analyst advisory services","value":"Apply Insights With Analyst Guidance","valueDescription":"Work with analysts and advisors to apply data-backed insights, uncover opportunities, assess frontline effectiveness, and advance workforce and customer contact priorities."},{"name":"Buyer research and purchase journey insights","value":"Understand Buyer Priorities And Purchasing","valueDescription":"Use research on buyer priorities, spending, intent, challenges, decision-makers, and purchase journeys to better understand customer contact organizations and inform sales and marketing."},{"name":"Competitive intelligence and provider benchmarking","value":"Benchmark Providers And Identify Opportunities","valueDescription":"Compare provider performance and market position, identify product gaps and opportunities, and use competitive context to inform business decisions."},{"name":"Messaging and product positioning guidance","value":"Strengthen Messaging And Positioning","valueDescription":"Apply buyer and competitive insights to refine messaging, clarify product value, and guide sales, marketing, and product teams."},{"name":"Operational and organizational research","value":"Guide Workforce And CX Improvements","valueDescription":"Apply research across workforce, customer experience, technology, and organizational performance topics to guide decisions and improvement priorities."}]},{"name":"CMP Prism","anchor":"product-cmp-prism","type":"Service","url":"https://www.customermanagementpractice.com/cmp-prism/","summary":"Helps customer contact leaders compare technology providers and assess investment considerations to make more confident technology decisions with less risk.","description":"CMP Prism is an analyst-led evaluation framework that benchmarks customer contact technology solutions against industry standards. CMP analysts contextualize findings for an organization using analyst analysis, user feedback, and marketplace data across ten investment criteria. Reports compare providers across technology categories and group them into five performance tiers to inform technology investment decisions.","pricing":{},"features":[{"name":"Provider benchmarking and tiering","value":"Compare Providers And Identify Market Positions","valueDescription":"See how providers compare within a technology category and understand their placement among five evaluation tiers."},{"name":"Technology investment decision support","value":"Make Confident Technology Investment Decisions","valueDescription":"Use analyst-contextualized evaluations and comparisons to inform solution selection based on what matters most to the organization."},{"name":"CX technology category coverage","value":"Evaluate Solutions Across CX Technology Categories","valueDescription":"Compare providers in customer contact technology areas including analytics, workforce management, conversational IVR, chatbots, automated quality management, and agent assist."},{"name":"Ten-criterion investment assessment","value":"Assess Providers Across Ten Investment Criteria","valueDescription":"Review solution providers against a consistent set of ten investment criteria using analyst analysis, user feedback, and marketplace data."},{"name":"ROI, adoption, and performance insights","value":"Review ROI And Performance Before Committing","valueDescription":"Consider information about ROI, adoption, and solution performance before making a technology commitment."},{"name":"No-cost evaluation inclusion for providers","value":"Gain No-Cost Marketplace Evaluation Inclusion","valueDescription":"Solution providers can be included in CMP Prism marketplace evaluations across covered technology categories at no cost."}]},{"name":"CMP Certified","anchor":"product-cmp-certified","type":"Service","url":"https://www.customermanagementpractice.com/cmp-certified/","summary":"Validates customer contact capabilities and develops agents and leaders to support stronger customer satisfaction and workforce outcomes.","description":"CMP Certified is a research-backed certification program for contact center agents, workforce managers, and organizational leaders. Powered by CMP, it validates real-world skills and competencies associated with customer satisfaction, agent satisfaction, handle time, first contact resolution, and attrition. The program is guided by CMP expert advisory insights and includes learning and development options delivered in partnership with Pathstream, such as university-credentialed certificates, coaching, AI-powered practice simulations, career guidance, exam readiness, and team growth insights.","pricing":{},"features":[{"name":"Research-backed competency validation","value":"Demonstrate Skills That Matter","valueDescription":"Give agents and leaders a way to demonstrate capabilities CMP identifies as relevant to customer contact performance."},{"name":"Customer satisfaction improvement","value":"Lift Customer Satisfaction","valueDescription":"Build skills associated with customer satisfaction; CMP reports that teams with CMP skills lift satisfaction by 20%."},{"name":"Attrition reduction","value":"Reduce Team Attrition","valueDescription":"Develop competencies associated with workforce retention; CMP reports that teams with CMP skills cut attrition by half."},{"name":"University-credentialed certificates","value":"Earn University-Credentialed Certificates","valueDescription":"Participants can earn university-credentialed certificates alongside CMP Certified recognition."},{"name":"AI-powered practice simulations","value":"Practice With Real-Time Feedback","valueDescription":"Use AI-powered simulations to practise skills and receive feedback in real time."},{"name":"One-to-one professional coaching","value":"Access Unlimited Professional Coaching","valueDescription":"Participants receive unlimited individual professional coaching as part of the program."},{"name":"Exam readiness and voucher","value":"Prepare For Certification","valueDescription":"Access exam readiness support and a voucher for the CMP Certified exam."},{"name":"Real-time team growth insights","value":"Track Team Growth In Real Time","valueDescription":"Gain real-time insight into team growth and success through the program."},{"name":"Tailored career guidance","value":"Get Tailored Career Guidance","valueDescription":"Receive career guidance tailored to support individual development."},{"name":"Enterprise team customization","value":"Customize Programs For Enterprise Teams","valueDescription":"Enterprise teams can access program customizations to suit their needs."},{"name":"Certification promotional resources","value":"Showcase Certification Achievements","valueDescription":"Recognized certification recipients can use promotional posts and profile banners to share their achievement."}],"marketCategories":[{"name":"Professional Certification Services","url":"https://nowen.ai/category/professional-certification-services"}]},{"name":"Customer Contact Week Conferences","anchor":"product-customer-contact-week-conferences","type":"Service","url":"https://www.customermanagementpractice.com/cmp-events/ccw/","summary":"Attendees gain practical strategies, peer benchmarks, technology insights, and professional connections to improve contact center performance.","description":"Customer Contact Week is a global conference series for customer contact leaders, bringing together executives, practitioners, and solution providers to learn, benchmark strategies, explore technology, and build industry connections. Conferences in Orlando, Las Vegas, and Nashville feature keynotes, case studies, workshops, interactive sessions, research insights, and an Expo Hall with live demonstrations and provider meetings. Programming addresses customer experience, digital transformation, AI, workforce strategy, leadership, and operational performance.","pricing":{},"features":[{"name":"Research-backed benchmarking","value":"Benchmark Performance With Peers","valueDescription":"Use research-based insights to compare strategies and performance with peers and support decisions about budgets, headcount, and technology investments."},{"name":"Actionable operational strategies","value":"Build Practical Improvement Plans","valueDescription":"Gain actionable strategies to address operational challenges and improve team performance."},{"name":"Expert-led learning sessions","value":"Learn From Industry Experts","valueDescription":"Hear real-world examples and insights from experienced leaders and experts on current challenges and emerging trends."},{"name":"Technology discovery and demonstrations","value":"Explore Technology Through Live Demonstrations","valueDescription":"See solutions demonstrated and meet providers to explore technologies that may address software and operational needs."},{"name":"Peer and provider networking","value":"Build Valuable Industry Connections","valueDescription":"Exchange perspectives with peers, connect with experts, and meet providers relevant to attendee challenges."},{"name":"Multi-city conference series","value":"Attend Conferences Across Multiple Cities","valueDescription":"Choose among events in Orlando, Las Vegas, and Nashville to participate in Customer Contact Week programming."},{"name":"CCWomen Summit programming","value":"Connect Through CCWomen Programming","valueDescription":"Engage with the customer contact community, build connections, and take part in programming focused on professional growth."}]},{"name":"CCW Executive Exchange","anchor":"product-ccw-executive-exchange","type":"Service","url":"https://www.customermanagementpractice.com/cmp-events/ccw/executive-exchange-overview/","summary":"Senior leaders benchmark priorities, exchange practical insights, and discover relevant solutions through curated peer discussions and provider meetings.","description":"CCW Executive Exchange is a series of invite-only, intimate events for senior customer leaders. Carefully selected attendees benchmark priorities, share candid perspectives, and discuss customer experience, operations, and technology challenges with peers. Curated one-to-one meetings match executives with solution providers based on their stated priorities and challenges, helping them compare solutions, validate approaches, and discover relevant partners. The events are designed to turn peer collaboration and focused solution discovery into actionable strategies and measurable outcomes.","pricing":{},"features":[{"name":"Invite-only executive participation","value":"Connect With Relevant Senior Decision-Makers","valueDescription":"Join a selected community of senior leaders who share customer experience, operations, and technology priorities."},{"name":"Peer benchmarking and learning","value":"Benchmark Priorities And Apply Peer Insights","valueDescription":"Compare priorities with other senior leaders and take away practical perspectives from peers facing similar challenges."},{"name":"Priority-based provider matching","value":"Meet Providers Aligned With Your Priorities","valueDescription":"Connect with relevant providers based on stated priorities and challenges to evaluate potential solutions and partners."},{"name":"Curated one-to-one business meetings","value":"Compare Solutions In Focused Meetings","valueDescription":"Use dedicated meetings to explore ideas, compare solutions, validate approaches, and connect with relevant providers."},{"name":"Focused executive discussions","value":"Exchange Strategies And Uncover Opportunities","valueDescription":"Discuss challenges with peers, share approaches, and identify potential areas for collaboration."},{"name":"Intimate event format","value":"Build Deeper Relationships In A Smaller Setting","valueDescription":"A smaller attendee group creates more opportunities for meaningful conversations, professional connections, and actionable insights."},{"name":"Action-oriented outcomes","value":"Turn Conversations Into Actionable Strategies","valueDescription":"Focus discussions on benchmarking and problem-solving to identify approaches and partners relevant to attendee goals."}]},{"name":"CCW Digital","anchor":"product-ccw-digital","type":"Service","url":"https://www.customermanagementpractice.com/ccw-digital/","summary":"Access customer contact research and expert insights, while giving solution providers a channel to share expertise and reach qualified buyers.","description":"CCW Digital is an always-on platform for customer contact news, insights, research, articles, webinars, and other resources. Its content includes original editorial coverage, analyst-backed research, market studies, reports, and expert-led sessions. Practitioners can explore content by topic and format, and registered users receive free access to the content library. Solution providers can share expertise, promote solutions, and engage qualified buyers through targeted digital campaigns, sponsored content, co-branded reports, editorial features, and webinars.","pricing":{},"features":[{"name":"Research and analyst reports","value":"Inform Decisions With Analyst-Backed Research","valueDescription":"Use research and analyst reports to understand customer contact trends and challenges and access data-backed insights."},{"name":"Daily editorial coverage","value":"Stay Informed On Industry Trends","valueDescription":"Follow customer contact news and analysis through original editorial coverage of current issues and emerging trends."},{"name":"Webinars and seminar series","value":"Learn From Experts In Live Sessions","valueDescription":"Hear from experts in webinars and seminar series that address industry challenges and explore practical ideas."},{"name":"Curated content library","value":"Find Relevant Content By Topic And Format","valueDescription":"Explore curated content around specific priorities and browse multiple formats through the CCW Digital archive."},{"name":"Solution provider campaigns","value":"Reach Qualified Buyers With Targeted Campaigns","valueDescription":"Use sponsored content and targeted campaigns to share expertise and engage qualified buyers across the CCW audience."},{"name":"Weekly newsletter","value":"Receive Weekly Industry Updates","valueDescription":"Keep up with relevant industry content through regular email updates."},{"name":"Free registered access","value":"Access The Content Library For Free","valueDescription":"Register for full access to the CCW Digital content library without a stated access fee."}]},{"name":"CCWomen","anchor":"product-ccwomen","type":"Service","url":"https://www.customermanagementpractice.com/ccwomen/","summary":"Helps women in customer contact advance their careers and leadership through professional connections, year-round programming, and practical resources.","description":"CCWomen is a professional community built by and for women leading the customer contact industry. It connects women across levels of contact center management with mentors, peers, and career resources, and hosts conversations and programming focused on leadership, team building, and career advancement. Members can access networking, events, a discussion forum, a monthly newsletter, podcasts, webinars, and the CCWomen Magazine.","pricing":{},"features":[{"name":"Mentor and peer network","value":"Connect With Industry Peers","valueDescription":"Build connections with peers and leaders across customer contact, share experiences, and find community support."},{"name":"Career development resources","value":"Advance Your Leadership Career","valueDescription":"Explore strategies for professional growth and advancement in customer contact."},{"name":"Year-round programming","value":"Join Year-Round Programming","valueDescription":"Participate in recurring summits, digital forums, leadership forums, and meetups."},{"name":"Member event access","value":"Access Exclusive Events","valueDescription":"Participate in exclusive events and curated networking, with VIP perks at CCW conferences."},{"name":"Discussion forum and monthly newsletter","value":"Stay Connected And Informed","valueDescription":"Connect and exchange perspectives in the forum and receive community updates through the monthly newsletter."},{"name":"Leadership content and media","value":"Explore Women’s Leadership Content","valueDescription":"Explore content covering leadership, inclusion, career growth, and women’s experiences in business."},{"name":"Hall of Fame recognition","value":"Celebrate Industry Leaders","valueDescription":"Recognize women whose achievements and contributions have advanced the customer contact profession."}],"marketCategories":[{"name":"Professional Networking Communities","url":"https://nowen.ai/category/professional-networking-communities"}]},{"name":"CMP partnership and sponsorship programs","anchor":"product-cmp-partnership-and-sponsorship-programs","type":"Service","url":"https://www.customermanagementpractice.com/partner-with-us/","summary":"Reach customer contact decision-makers, build visibility, and generate demand through CMP events, digital channels, communities, and market insights.","description":"CMP partnership and sponsorship programs help solution providers reach customer contact decision-makers through industry events, targeted digital campaigns, and professional communities. Opportunities include Customer Contact Week exhibit booths, thought leadership, curated one-to-one meetings with pre-qualified executives, content marketing, webinars, and community engagement. Partners can also access buyer insights and competitive intelligence to refine messaging, strengthen product positioning, generate demand, and support sales, marketing, and product teams.","pricing":{},"features":[{"name":"Customer contact audience reach","value":"Reach Customer Contact Decision-Makers","valueDescription":"Connect with CMP audiences that include senior customer contact leaders, budget influencers, and decision-makers across relevant functions and channels."},{"name":"Curated executive meetings","value":"Meet Qualified Senior Executives","valueDescription":"Engage in focused conversations with senior executives whose stated business needs align with partner solutions."},{"name":"Event exhibiting and brand experiences","value":"Showcase Solutions At Industry Events","valueDescription":"Present solutions through exhibit booths, live demonstrations, and direct engagement on the CCW show floor."},{"name":"Buyer insights and competitive intelligence","value":"Inform Sales And Product Decisions","valueDescription":"Use buyer and market intelligence to inform sales enablement, messaging, product decisions, and market positioning."},{"name":"Year-round buyer journey reach","value":"Engage Buyers Throughout Their Journey","valueDescription":"Use CMP event, digital, and community opportunities to connect with buyers at different stages of their decision process."},{"name":"Thought leadership","value":"Share Expertise With Industry Leaders","valueDescription":"Communicate a partner's perspective and position its brand as a trusted voice with decision-makers."},{"name":"Digital content marketing","value":"Promote Content Across Digital Channels","valueDescription":"Use targeted content and research promoted across CCW Digital to reach customer contact audiences and support awareness and qualified lead generation."},{"name":"Solution differentiation and positioning","value":"Strengthen Solution Positioning","valueDescription":"Compare offerings with competitors and refine messaging and value propositions using market intelligence."},{"name":"Revenue and market impact support","value":"Support Demand And Business Growth","valueDescription":"Combine industry access, research insights, and guidance to support positioning and demand generation."},{"name":"Webinars and virtual events","value":"Demonstrate Technology In Digital Events","valueDescription":"Present technology through interactive webinars and virtual events for targeted practitioners."},{"name":"Community engagement","value":"Connect With Engaged Communities","valueDescription":"Build connections with community members who exchange experiences, challenges, and practical approaches."}]}],"audiences":[],"segments":[],"faq":[],"comparisons":[],"sources":[{"url":"https://customermanagementpractice.com","text":"Customer Management Practice"},{"url":"https://www.customermanagementpractice.com/research/","text":"CMP Research and Benchmarking"},{"url":"https://www.customermanagementpractice.com/cmp-prism/","text":"CMP Prism"},{"url":"https://www.customermanagementpractice.com/cmp-certified/","text":"CMP Certified"},{"url":"https://www.customermanagementpractice.com/cmp-events/ccw/","text":"Customer Contact Week Conferences"},{"url":"https://www.customermanagementpractice.com/cmp-events/ccw/executive-exchange-overview/","text":"CCW Executive Exchange"},{"url":"https://www.customermanagementpractice.com/ccw-digital/","text":"CCW Digital"},{"url":"https://www.customermanagementpractice.com/ccwomen/","text":"CCWomen"},{"url":"https://www.customermanagementpractice.com/partner-with-us/","text":"CMP partnership and sponsorship programs"}]}