Why Choose Us?

Here are a few reasons why organisations choose us

Independent insights for better service

CRM Consulting exists to support and strengthen New Zealand’s contact centre and customer experience industry. Through independent evaluation, benchmarking, and insights, we help organisations understand how their service is truly performing and where meaningful improvements can be made.

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Independent measurement of real customer interactions

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Clear benchmarking across industries and performance levels

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Actionable insights to drive continuous improvement

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Shaping modern customer experience

As customer expectations evolve, so does the way organisations need to respond. CRM Consulting continues to lead industry progress by recognising emerging trends, including digital channels, social media engagement, and AI-driven customer experiences.

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Recognition of digital, social media, and AI service channels

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Encouraging innovation across customer experience strategies

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Supporting organisations to adapt to changing expectations

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Built on expertise, trusted across the industry

Behind CRM Consulting is decades of industry expertise and leadership. Founder Laurie Smith has dedicated her career to advancing customer service standards in New Zealand, building deep industry relationships and contributing to long-term growth and excellence.

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Over 25 years of industry contribution and leadership

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Founder of the CRM Contact Centre Awards in New Zealand

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Strong industry connections and trusted expertise

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What We Do?

Expert customer experience insights, benchmarking, and consulting to improve performance

Understand your service performance and uncover opportunities for improvement with tailored insights.

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Customer Service Audits

Independent evaluation of customer interactions to identify strengths, gaps, and improvement opportunities.

Surveys & Consulting

Customer feedback insights combined with expert consulting to improve performance.

Pulse Check Audits

Quick, targeted assessments providing immediate insights into current service performance and customer experience.

Mystery Shopping Programs

Real customer scenario testing to measure service quality across channels.

Benchmarking & Competitor Analysis

Compare performance against competitors to uncover gaps and opportunities.

Quality Assurance Outsourcing

External QA support ensuring consistent service standards, compliance, and performance monitoring.

crm awards

Honouring organisations in customer experience and service

View 2026 Awards Results

Watch the 2025 CRM Awards Highlights

The CRM Awards have set industry benchmarks, with prestigious companies participating each year to celebrate excellence, innovation, and high performance in customer experience across New Zealand.

20+ years

of CRM Awards celebrations

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200+

industry professionals attending annually

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What Makes Us Different?

Partner with us to shape the future of customer experience!

Sponsorship is your opportunity to contribute to the growth of New Zealand’s contact centre and customer experience industry while gaining meaningful visibility.
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Industry Contribution

Play an active role in supporting and advancing industry standards through meaningful sponsorship.

Recognition & Exposure

Gain year-round visibility across events, communications, and audiences of industry professionals.

Awards Involvement

Participate in judging, award delivery, and connect with leading organisations and decision-makers.

Flexible Sponsorship Options

Choose from a range of award categories and sponsorship levels to align with your goals.

Know your service and improve results.

Why Choose Us?

Here are a few reasons why organisations choose us

Supporting the Industry

Driving Innovation

Experience & Leadership