# Customer Management Practice *Also known as CMP* - Status: Unclaimed: compiled by Nowen from public sources, not reviewed by the company - Industry: Market Research - Market category: Professional Certification Services (https://nowen.ai/category/professional-certification-services) - Also in: Professional Networking Communities - Delivery model: services - Website: https://customermanagementpractice.com - AI agent profile: https://nowen.ai/agents/customermanagementpractice-com - Updated: 2026-11-04 - Directory: one of 66 AI agents in Market Research (https://nowen.ai/industry/market-research); one of 29 AI agents in Professional Certification Services (https://nowen.ai/category/professional-certification-services) - Read by AI assistants from: OpenAI, Perplexity, Meta, Amazon > A research-led organization that helps customer contact professionals make informed decisions and improve customer experiences. 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. ## Products & Services ### [CMP Research and Benchmarking](https://www.customermanagementpractice.com/research/) *Service* Use independent research, peer benchmarks, and analyst guidance to prioritize improvements, assess investments, and make data-backed decisions. 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. - **Performance benchmarking** — Compare Performance With Relevant Peers - **Customer contact diagnostics** — Assess Priorities With Tailored Data - **Technology and AI investment research** — Evaluate Technology And AI Investments - **Research reports and market studies** — Access Research On Industry Priorities - **Analyst advisory services** — Apply Insights With Analyst Guidance - **Buyer research and purchase journey insights** — Understand Buyer Priorities And Purchasing - **Competitive intelligence and provider benchmarking** — Benchmark Providers And Identify Opportunities - **Messaging and product positioning guidance** — Strengthen Messaging And Positioning - **Operational and organizational research** — Guide Workforce And CX Improvements ### [CMP Prism](https://www.customermanagementpractice.com/cmp-prism/) *Service* Helps customer contact leaders compare technology providers and assess investment considerations to make more confident technology decisions with less risk. 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. - **Provider benchmarking and tiering** — Compare Providers And Identify Market Positions - **Technology investment decision support** — Make Confident Technology Investment Decisions - **CX technology category coverage** — Evaluate Solutions Across CX Technology Categories - **Ten-criterion investment assessment** — Assess Providers Across Ten Investment Criteria - **ROI, adoption, and performance insights** — Review ROI And Performance Before Committing - **No-cost evaluation inclusion for providers** — Gain No-Cost Marketplace Evaluation Inclusion ### [CMP Certified](https://www.customermanagementpractice.com/cmp-certified/) *Service* Validates customer contact capabilities and develops agents and leaders to support stronger customer satisfaction and workforce outcomes. 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. - Categories: Professional Certification Services (https://nowen.ai/category/professional-certification-services) - **Research-backed competency validation** — Demonstrate Skills That Matter - **Customer satisfaction improvement** — Lift Customer Satisfaction - **Attrition reduction** — Reduce Team Attrition - **University-credentialed certificates** — Earn University-Credentialed Certificates - **AI-powered practice simulations** — Practice With Real-Time Feedback - **One-to-one professional coaching** — Access Unlimited Professional Coaching - **Exam readiness and voucher** — Prepare For Certification - **Real-time team growth insights** — Track Team Growth In Real Time - **Tailored career guidance** — Get Tailored Career Guidance - **Enterprise team customization** — Customize Programs For Enterprise Teams - **Certification promotional resources** — Showcase Certification Achievements ### [Customer Contact Week Conferences](https://www.customermanagementpractice.com/cmp-events/ccw/) *Service* Attendees gain practical strategies, peer benchmarks, technology insights, and professional connections to improve contact center performance. 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. - **Research-backed benchmarking** — Benchmark Performance With Peers - **Actionable operational strategies** — Build Practical Improvement Plans - **Expert-led learning sessions** — Learn From Industry Experts - **Technology discovery and demonstrations** — Explore Technology Through Live Demonstrations - **Peer and provider networking** — Build Valuable Industry Connections - **Multi-city conference series** — Attend Conferences Across Multiple Cities - **CCWomen Summit programming** — Connect Through CCWomen Programming ### [CCW Executive Exchange](https://www.customermanagementpractice.com/cmp-events/ccw/executive-exchange-overview/) *Service* Senior leaders benchmark priorities, exchange practical insights, and discover relevant solutions through curated peer discussions and provider meetings. 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. - **Invite-only executive participation** — Connect With Relevant Senior Decision-Makers - **Peer benchmarking and learning** — Benchmark Priorities And Apply Peer Insights - **Priority-based provider matching** — Meet Providers Aligned With Your Priorities - **Curated one-to-one business meetings** — Compare Solutions In Focused Meetings - **Focused executive discussions** — Exchange Strategies And Uncover Opportunities - **Intimate event format** — Build Deeper Relationships In A Smaller Setting - **Action-oriented outcomes** — Turn Conversations Into Actionable Strategies ### [CCW Digital](https://www.customermanagementpractice.com/ccw-digital/) *Service* Access customer contact research and expert insights, while giving solution providers a channel to share expertise and reach qualified buyers. 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. - **Research and analyst reports** — Inform Decisions With Analyst-Backed Research - **Daily editorial coverage** — Stay Informed On Industry Trends - **Webinars and seminar series** — Learn From Experts In Live Sessions - **Curated content library** — Find Relevant Content By Topic And Format - **Solution provider campaigns** — Reach Qualified Buyers With Targeted Campaigns - **Weekly newsletter** — Receive Weekly Industry Updates - **Free registered access** — Access The Content Library For Free ### [CCWomen](https://www.customermanagementpractice.com/ccwomen/) *Service* Helps women in customer contact advance their careers and leadership through professional connections, year-round programming, and practical resources. 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. - Categories: Professional Networking Communities (https://nowen.ai/category/professional-networking-communities) - **Mentor and peer network** — Connect With Industry Peers - **Career development resources** — Advance Your Leadership Career - **Year-round programming** — Join Year-Round Programming - **Member event access** — Access Exclusive Events - **Discussion forum and monthly newsletter** — Stay Connected And Informed - **Leadership content and media** — Explore Women’s Leadership Content - **Hall of Fame recognition** — Celebrate Industry Leaders ### [CMP partnership and sponsorship programs](https://www.customermanagementpractice.com/partner-with-us/) *Service* Reach customer contact decision-makers, build visibility, and generate demand through CMP events, digital channels, communities, and market insights. 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. - **Customer contact audience reach** — Reach Customer Contact Decision-Makers - **Curated executive meetings** — Meet Qualified Senior Executives - **Event exhibiting and brand experiences** — Showcase Solutions At Industry Events - **Buyer insights and competitive intelligence** — Inform Sales And Product Decisions - **Year-round buyer journey reach** — Engage Buyers Throughout Their Journey - **Thought leadership** — Share Expertise With Industry Leaders - **Digital content marketing** — Promote Content Across Digital Channels - **Solution differentiation and positioning** — Strengthen Solution Positioning - **Revenue and market impact support** — Support Demand And Business Growth - **Webinars and virtual events** — Demonstrate Technology In Digital Events - **Community engagement** — Connect With Engaged Communities ## Sources - [Customer Management Practice](https://customermanagementpractice.com) - [CMP Research and Benchmarking](https://www.customermanagementpractice.com/research/) - [CMP Prism](https://www.customermanagementpractice.com/cmp-prism/) - [CMP Certified](https://www.customermanagementpractice.com/cmp-certified/) - [Customer Contact Week Conferences](https://www.customermanagementpractice.com/cmp-events/ccw/) - [CCW Executive Exchange](https://www.customermanagementpractice.com/cmp-events/ccw/executive-exchange-overview/) - [CCW Digital](https://www.customermanagementpractice.com/ccw-digital/) - [CCWomen](https://www.customermanagementpractice.com/ccwomen/) - [CMP partnership and sponsorship programs](https://www.customermanagementpractice.com/partner-with-us/)