Customer Management Practice
Customer Management Practice is the customer contact research division of Penton Learning Systems LLC (IQPC Group), operating B2B research, events, certification, and digital community platforms that serve enterprise contact center practitioners and technology solution providers across the global customer experience industry.
- Company typePrivate
- Founded1973
- HeadquartersNew York, United States
- Headcount51–100
- GTM typeB2B
- OfferingServices
What Customer Management Practice does
Customer Management Practice (CMP) is the customer contact research division of Penton Learning Systems LLC, a privately held US limited liability company also operating under the names IQPC Group and International Quality and Productivity Center. The parent entity was established in 1973 and employs approximately 1,000 people across North America, Australia, Singapore, Western Europe, and the United Kingdom, with headquarters at 420 Lexington Avenue in New York and an EU representative office in Berlin. CMP functions as a B2B research, marketing, and business development partner serving two horizontal customer segments: enterprise practitioners (contact center and CX leaders) and solution providers (technology vendors serving the customer contact industry).
CMP's core product portfolio centers on a platform-plus-services model comprising CMP Prism (an independent evaluation framework that tiers solution providers across categories such as workforce management, chatbot/virtual agent, automated QA/QM, voicebot, real-time agent assist, and customer analytics using ten investment criteria), CMP Certified (a behavior-based credentialing program for contact center agents and leaders), CCW Digital (an always-on content and community platform reaching 180,000 subscribers), and CCWomen (an executive community for women in customer contact leadership). The flagship CCW conferences in Nashville, Orlando, and Las Vegas form the anchor in-person gathering channels, supplemented by invitation-only CCW Executive Exchanges segmented by vertical (Retail, Healthcare) and timing. Underlying technology is principally a content, research, and community platform rather than a proprietary software product; the principal differentiators are domain expertise accumulated over 25+ years, independent evaluation IP (CMP Prism), and recurring event/community engagement loops.
The company monetizes through five identifiable revenue streams: one-time event attendance fees, event sponsorships and exhibitor fees (sold to solution providers), recurring research client subscriptions (benchmarking reports and advisory services), CCWomen membership subscriptions, and one-time content/report sales. Distribution is direct and event-led, with no resellers or third-party channels. Customer relationships skew heavily enterprise: the company cites 45,000 global brand customers and asserts that 86% of customer contact budget influencers and decision-makers sit within its network. No revenue figures, funding events, M&A activity, or institutional investment are disclosed in source material.
Customer Management Practice firmographics
Firmographics- Name
- Customer Management Practice
- Legal name
- Penton Learning Systems LLC
- Website
- https://customermanagementpractice.com
- Company type
- Private
- Founded year
- 1973
- Operating status
- Operating
- Headcount range
- 51–100 employees
- Short description
- Customer Management Practice is the customer contact research division of Penton Learning Systems LLC (IQPC Group), operating B2B research, events, certification, and digital community platforms that serve enterprise contact center practitioners and technology solution providers across the global customer experience industry.
- Ownership category
- akta.pro rank
Customer Management Practice industry classification
Industry- Product category
- Business Research and Events Services
- NAICS
- Marketing Research and Public Opinion Polling (541910), Convention and Trade Show Organizers (56192)
- SIC
- Services-Management Services (8741)
- akta.pro primary industry
- Customer Communications Management (CCM) & Transactional Messaging (MPAAAIAL)
Keywords
Where Customer Management Practice is headquartered
LocationHeadquarters
- HQ city
- New York
- HQ country
- United States
- HQ region
- North America
Offices2 records
Markets served
Customer Management Practice business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Marketing or Sales, Operations, Technology or R&D, Others
Revenue model
- Event Attendance Fees: Revenue from conference registrations for Customer Contact Week events (Nashville, Orlando, Las Vegas) and Executive Exchanges. Fees are charged per delegate with specific cancellation and substitution policies.
- Event Sponsorships and Exhibitor Fees: Solution providers (technology vendors) pay to sponsor and exhibit at CCW events. The company enforces strict outboarding policies to protect sponsor investments.
- Research Client Subscriptions: CMP Research provides benchmarking reports, market studies, and advisory services to enterprise clients who subscribe for ongoing access to data and insights.
- CCWomen Membership: CCWomen executive community charges membership fees for access to networking, events, webinars, and member-only perks at CCW conferences.
- Content and Reports: Sale of research reports including benchmarking studies, special reports, and diagnostic tools for customer contact and CX leaders.
Pricing tiers
| Model | Billing | Price |
|---|---|---|
| One time/ perpetual license | Pay-as-you-go | Executive Exchange Participation |
| Other | Multi-year contract | Conference Cancellation Policy |
Go-to-market motion3 records
Distribution channels5 records
Marketing channels9 records
Customer Management Practice product offering
Product offeringCore offering
CMP is a B2B research, events, and community platform serving the customer contact industry. It produces independent research (CMP Prism evaluations and benchmarking reports), runs flagship conferences (Customer Contact Week in Nashville, Orlando, and Las Vegas) and invitation-only executive exchanges, and operates the CCWomen leadership community and CCW Digital content platform. Its primary commercial outputs are event attendance fees, sponsorships and exhibitor fees from technology vendors, enterprise research subscriptions, benchmarking reports, and advisory services.
Product overview
Customer Management Practice (CMP) operates a platform-plus-services model comprising research, events, certification, and digital content offerings. The core portfolio includes CMP Prism for technology evaluation, CMP Certified for agent and leader certification, CCW Digital for content distribution, CCWomen for executive community building, and large-scale CCW Conferences and Executive Exchanges for in-person networking. Supporting these are benchmarking reports and advisory services grounded in CMP's independent research.
Differentiator
Problem solved
Functional benefit
Brands
- CCW Digital: The world's largest platform for customer contact content, offering weekly news, insights, articles, webinars, and resources for the customer contact industry.
- CCWomen
- CMP Prism
- CMP Certified
- CCW Events
- CCW Executive Exchanges
- Customer Contact Week
Products and services
- CMP Prism Independent evaluation framework that compares and evaluates customer contact technology solution providers, categorizing vendors into five tiers (pioneering, leading, core performing, up & coming, emerging) based on analyst insights, user feedback, and marketplace data across ten investment criteria. Used by practitioners to make informed investment decisions.
- CMP Certified (CMPC) Certification program for contact center agents and leaders, certifying competencies that drive performance outcomes including customer satisfaction, handle time, first contact resolution, agent satisfaction, attrition rates, and agent likelihood to stay.
- CCW Digital Always-on digital content platform for the customer contact industry, providing articles, webinars, market studies, special reports, and community engagement for approximately 180,000 subscribers worldwide.
- CCWomen Executive community for women in customer contact leadership, providing summits, digital forums, member-only events, mentorship, Hall of Fame recognition, and VIP perks at CCW conferences.
- Customer Contact Week (CCW) Conferences Large-scale annual customer contact conferences held in Nashville, Orlando, and Las Vegas, bringing together customer contact executives, practitioners, and solution providers for learning, networking, and industry shaping.
- CCW Executive Exchanges Invitation-only executive events bringing senior decision-makers and solution providers together in curated, high-intensity settings for business development and networking, including dedicated Retail, Healthcare, August, and November exchanges.
- Benchmarking Reports Annual benchmarking reports including the Customer Contact Executive Benchmarking Report, providing strategic investment roadmaps, KPI performance benchmarks, GenAI reality checks, and diagnostic tools for technology and outsourcing decisions.
- Advisory Services Custom advisory engagements providing guidance grounded in CMP's research and benchmarking data for contact center leaders navigating industry challenges and making strategic decisions.
Quantifiable outcome
- 59% of satisfied agents overperform on CSAT versus only 46% of agents not satisfied in their current role
- +5 more outcomes
Companies that use Customer Management Practice
Customer profileNamed customers7 records
Segments2 records
Ideal customer profiles2 records
Customer Management Practice technology and API
TechnologyTechnology focussed No
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature9 records
Customer Management Practice partnerships and signals
Strategic signalPartnerships
14 partnerships are on record, tiered featured sponsor.
- Observe AIfeatured sponsorFeatured sponsor of Customer Contact Week events. Exhibit and demo presence at conferences.
- NICEfeatured sponsorFeatured sponsor of Customer Contact Week events. Exhibit and demo presence at conferences.
- Verizonfeatured sponsorFeatured sponsor of Customer Contact Week events. Verizon provides connectivity and communications solutions featured at conferences.
- Five9featured sponsorFeatured sponsor of Customer Contact Week events. Cloud contact center solutions provider.
- Salesforcefeatured sponsorFeatured sponsor of Customer Contact Week events. CRM and customer service platform provider.
- Microsoftfeatured sponsorPartner and client of Customer Contact Week. Technology solutions provider.
- Zoomfeatured sponsorPartner and client of Customer Contact Week. Video communications platform provider.
- IBMfeatured sponsorPartner and client of Customer Contact Week. Enterprise technology solutions.
- Googlefeatured sponsorPartner and client of Customer Contact Week. Cloud and AI technology provider.
- AWSfeatured sponsorPartner and client of Customer Contact Week. Cloud infrastructure provider.
- Genesysfeatured sponsorPartner and client of Customer Contact Week. Customer experience and contact center solutions.
- Sprinklrfeatured sponsorPartner and client of Customer Contact Week. Customer experience management platform.
- Talkdeskfeatured sponsorPartner and client of Customer Contact Week. Cloud contact center platform provider.
- Sanas.aifeatured sponsorPartner and client of Customer Contact Week. AI technology for call centers.
Scale indicators6 records
Recent moves6 records
Expansion highlights5 records
Customer Management Practice competitors and assessment
Company assessmentBroad incumbents
- Gartner: Global research and advisory powerhouse whose customer service / CX research practice and Gartner CSO conferences overlap directly with CMP Prism and CCW events, while serving a much broader enterprise technology buyer base.
- Forrester Research: Major analyst firm covering customer experience, contact center, and customer service operations with paid research, advisory, and events. Comparable to CMP's research and benchmarking model at much greater scale and breadth.
- IDC: Global market intelligence provider whose customer experience and customer service research practices overlap with CMP's benchmarking reports and CMP Prism evaluation framework, while covering many additional enterprise technology categories.
- Penton (Informa Tech): Large B2B media and events operator whose historical parent entity (Penton) shares naming overlap with Penton Learning Systems LLC. Operates enterprise technology events and research that compete for the same contact center / CX vendor sponsorship budgets as CMP.
Direct peers
- ICMI (International Customer Management Institute): ICMI operates contact center training, certification, research, and events directly competing with CMP's CMP Certified, benchmarking reports, and CCW conferences. Same buyer (contact center leaders), same content (CX/EX/operations), same delivery (training + events + community).
- Customer Contact Association: UK-based industry association for contact center leaders offering awards, benchmarking, research, and networking events. Directly comparable as a customer contact membership, research, and event operator serving the same practitioner and vendor audiences as CMP.
- Destination CRM: Media and events brand covering CRM, contact center, and customer experience. Operates editorial content, awards, and conferences that compete with CMP's CCW Digital content engine and flagship events for vendor sponsorship and practitioner attention.
- Contact Center Pipeline: Industry publication and event organizer covering contact center operations, technology, and leadership. Comparable editorial, research, and event offering to CMP's CCW Digital and Customer Contact Week portfolio.
Emerging players
- Help Lightning: Smaller niche player in remote visual assistance / customer engagement technology. While not a research/events company, it is an emerging contact center technology vendor competing for sponsor and showcase attention inside CMP's events and CMP Prism framework.
- Customer Experience Professionals Association (CXPA): Professional association for CX practitioners with membership, networking, certification, and events. Comparable community and content model to CCWomen and CCW Digital, though broader in scope and not commercially event-driven at CMP's scale.
Market position
Strengths4 records
Weaknesses4 records
Competitive moat5 records
Key risks5 records
Key highlights6 records
Customer concentration
Customer Management Practice social profiles
Digital presenceCustomer Management Practice financial estimates
Financial estimateRevenue estimate
Valuation estimate
Customer Management Practice leadership team
Management profileNumber of profiles
Profiles1 record
Customer Management Practice funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
Customer Management Practice M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about Customer Management Practice
What does Customer Management Practice do?
CMP is a B2B research, events, and community platform serving the customer contact industry. It produces independent research (CMP Prism evaluations and benchmarking reports), runs flagship conferences (Customer Contact Week in Nashville, Orlando, and Las Vegas) and invitation-only executive exchanges, and operates the CCWomen leadership community and CCW Digital content platform. Its primary commercial outputs are event attendance fees, sponsorships and exhibitor fees from technology vendors, enterprise research subscriptions, benchmarking reports, and advisory services.
Is Customer Management Practice a public or private company?
Customer Management Practice is a private company. It is classified as corporate owned and is currently operating.
When was Customer Management Practice founded?
Customer Management Practice was founded in 1973. It employs 51 to 100 people.
Where is Customer Management Practice based?
Customer Management Practice is headquartered in New York, United States, in the North America region.
How does Customer Management Practice make money?
Five revenue lines are on record. Event Attendance Fees are the primary driver. The others are event Sponsorships and Exhibitor Fees, research Client Subscriptions, CCWomen Membership and content and Reports.
Who are Customer Management Practice's main competitors?
Broad incumbents on record are Gartner, Forrester Research, IDC and Penton (Informa Tech). Direct peers are ICMI (International Customer Management Institute), Customer Contact Association, Destination CRM and Contact Center Pipeline. Emerging players are Help Lightning and Customer Experience Professionals Association (CXPA).
Does Customer Management Practice have an API?
No public API is recorded for Customer Management Practice.
What industry is Customer Management Practice in?
Customer Management Practice's product category is Business Research and Events Services. Its primary akta.pro industry code is MPAAAIAL, Customer Communications Management (CCM) & Transactional Messaging. Its NAICS code is 541910 and its SIC code is 8741.